HR Shared Services Specialist (Victorville)

Southwest Gas•Victorville, CA

33d•$26 - $37•Hybrid

About The Position

The HR Shared Services Specialist acts as the first point of contact for employees and managers across the Southwest Gas enterprise for all HR-related transactions and questions. Responsible for delivering exceptional service in an efficient, effective, and friendly manner. Contributes to a positive employee/manager experience as a key contributor to the HR department's brand and the Company's employee value proposition.

Requirements

This position requires a minimum of five years of customer service and administrative experience, preferably in a Human Resources department, or an equivalent combination of related education, training and work experience.
CORE JOB: Provides information and service excellence to internal customers; using appropriate knowledge and communication skills, responds to customer inquiries in a timely and accurate manner
CORE JOB: Completes transactional and administrative activities for the HR department manually or using technology; researches answers to customer questions, runs reports, audits systems, and maintains data
CONFIDENTIALITY: Maintain and safeguard confidential information as mandated by Company procedures and state/federal regulations
WORK PRACTICE: Demonstrates a customer service focus; adheres to service level agreements, policy, procedure and work practices; manages time and work product effectively and independently; able to handle difficult situations and customer inquiries/responses; coordinates with HR Centers of Expertise and HR Business Partners to deliver a cohesive employee experience
TECHNICAL SKILLS: Appropriate use of Company provided technologies; able to run reports, maintain data, and navigate in multiple technology environments; demonstrates expert knowledge of HR systems and can educate others in technology use

Responsibilities

Acts as the first point of contact for all HR transactions and questions pertaining to HR policy and procedure, employee benefits, leave management, employee information and change requests, HR technology (Employee Connect), HR reporting, and general inquiries
Develops and uses expertise in a broad range of HR policy, procedure and technology to provide stellar service to employees
In response to inquiries (voice, electronic and in person), performs first-level transactions, diagnoses issues/needs, and directs employees to policies, procedures, technology, resources, and/or guided learning
Identifies when requests are beyond their scope of expertise and quickly escalates to the appropriate party (e.g., HR COE, HRBP, HRIS, or other groups/resources), tracking escalations and following up to achieve resolution
Demonstrates a service-oriented attitude in all communications and contributes meaningfully to a positive employee experience at Southwest Gas (including overall tone and demeanor in verbal and written communications, timeliness of response, and accountability for follow-through and resolution)
Understands and performs according to set service level agreements (SLA's) and tracks/monitors performance against individual expectations and goals
Understands the connections between HR activities and the reasons why processes are set up the way they are; proactively identifies and communicates opportunities for improvement, potential risks, and efficiency recommendations in a timely fashion
Monitors, maintains and efficiently uses Help Desk technology in the HR system (Oracle)
Acts as the subject matter expert for HR systems (e.g., providing education, recommending process efficiencies, maintaining guided learning and identifying needs for new guided learning, identifying issues, recommending solutions, etc.)
Conducts audits of HR systems (e.g., Oracle, AWSI, SuperVision) and related processes to ensure data integrity and security, regulatory compliance, efficiency, and effectiveness
Uses data to track and report on HR service metrics; runs custom reports on an ad hoc basis
Perform other duties as assigned
Regular and predictable attendance is a condition of employment and is an essential function of the job