Service Delivery Partner

International Paper • Memphis, TN

7h • $72,000 - $86,800 • Onsite

About The Position

The Service Delivery Partner is a key member of the HR Service Delivery team, responsible for delivering high-quality support across core HR functions. A critical part of this role involves resolving and documenting employee issues related to payroll, benefits, leave administration, and general HR services. The Service Delivery Partner serves as a trusted, knowledgeable resource for business HR, ensuring timely resolution of escalations and maintaining compliance with company policies and employment regulations

Requirements

• Bachelor’s degree in human resources, Business Administration, or related field
• 3–5 years of HR experience with a strong focus on payroll, benefits, and leave administration
• Experience researching and resolving employee service issues with professionalism and discretion
• Familiarity with HRIS systems and case management tools
• Excellent communication, analytical, and problem-solving skills
• Ability to manage sensitive information and maintain confidentiality
• Detail-oriented with strong organizational and multitasking abilities

Nice To Haves

• Experience in a shared services or multi-site HR environment
• PHR or SHRM-CP certification
• Proficiency in data analysis and HR reporting tools

Responsibilities

• Receive and respond to complex employee inquiries and escalations related to payroll discrepancies, benefit coverage, leave eligibility/status
• Receive and respond to escalated tickets from HR expressing concern or dissatisfaction with any supported processes and/or vendors
• Collaborate with third party partners and internal stakeholders to troubleshoot and resolve issues
• Maintain accurate documentation of cases, resolutions, and follow-up actions in HR case management system
• Prepare HR reports and metrics related to service delivery and issue resolution
• Provide guidance regarding payroll and benefit related policies and processes
• Exhaust all efforts to prevent further escalations including after action reviews and root cause analysis with third parties
• Continuously improve utilization of HR service channels and tools and provide training where gaps exist

Benefits

• Medical
• Dental
• Life insurance
• Flexible Spending Accounts
• Short-term and Long-term Disability
• 401(k)
• Company-funded retirement contributions
• Paid Time Off
• Education & Development (including Tuition Reimbursement)
• Student Loan Repayment Assistance
• Voluntary Benefits including insurance for home, auto, vision and pets

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level