Sr. HR Services Administrator

Pacific Life • Newport Beach, CA

1d • $30 - $37

About The Position

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own. We’re actively seeking a talented Sr HR Services Administrator to join our HR Shared Services team in Newport Beach, CA. As a Sr HR Services Administrator , you will play a key role in Pacific Life’s growth and long-term success by providing centralized tier 1 support for Pacific Life employees’ and leaders’ HR-related inquiries. As the first point of contact for our employees, this role will deliver exceptional customer service by answering questions, troubleshooting issues, guiding employees to resources or escalating cases when necessary. This is an exciting opportunity to contribute to a growing HR Operations function and help deliver a seamless and high-quality experience to all employees. This is a critical role responsible for delivering against efficient HR processes, improving service delivery, and enhancing the overall employee experience. You’ll play an important role in not only providing exceptional support to employees but also ensuring data integrity and accuracy, which are key to driving organizational efficiency and decision-making. How you’ll help move us forward: Case Management: Serve as the initial point of contact for employees’ HR-related inquiries through our HR case management system, Workday Help, while abiding by our established service level agreements. Manage and resolve tier 1 support cases, providing support across a variety of HR programs, processes, and policies. This includes, but is not limited to, questions about benefits, time off, payroll, compensation, Workday navigation, and basic Workday troubleshooting. Respond promptly to employee inquiries, providing seamless, professional, and positive experiences. Track, document, and manage cases within Workday Help, ensuring accuracy, completeness, and timely resolution. Escalate tier 2 inquiries to appropriate HR teams while ensuring clear documentation and seamless handoffs. Identify case trends and leverage data to recommend opportunities to innovate and improve processes, optimize team efficiency, and continuously enhance the employee experience. Collaborate with HR Services peers and manager to identify and share trends and content opportunities with our HR COEs. Additional HR Support: Serve as the initial point of contact for HR-related inquiries through our HR voicemail inboxes (Benefits, AskHR, and Employment Verification), digital mail, and physical mail. Action on operational Workday inbox tasks, including (but not limited to) Create Position, Legal Name Change Approval, Memorial Contributions, and more. Contribute to the development of knowledge base articles (“Help Articles”) and employee-facing content to support self-service based on case trends. Establish trusted partnerships (through timely and accurate execution) with teams across our HR organization, including HRIS, HR Business Partners, Benefits, Payroll, Compensation, and more. Leverage established reports to review data entries and business processes to identify and correct discrepancies, ensuring integrity of information within Workday. Ensure adherence to data privacy and confidentiality requirements when handling sensitive employee information. Participate in projects aimed at leveraging technology to improve team efficiency and the employee experience. Drive process consistency, data integrity, data privacy, and compliance in all activities. Assist with audits and reporting activities to ensure HR data accuracy and compliance with internal processes, audit controls, and regulatory requirements. Ensure compliance through supporting I-9 Reverifications and Labor Law Posters. Complete employment verification requests from vendors, employees, and unemployment agencies. Support New Hire Onboarding, including New Hire Orientation, Service Date submissions, and New Hire Benefit Enrollment emails. Support invoicing and purchase orders, as needed.

Requirements

• Strong customer service skills with a focus on empathy, communication, and problem-solving.
• Collaborative and proactive partnership skills to ensure the effective resolution of inquiries.
• Excellent attention to detail with a focus on data accuracy and process compliance.
• Proficient oral and written communication skills.
• Ability to exercise discretion, maintain confidentiality, and handle sensitive information professionally.
• Strong organizational skills and ability to multi-task, meet deadlines, and prioritize workload.
• Skilled in working with data, interpreting data, and turning data into actionable insights and recommended solutions.
• Resourceful with strong critical thinking and troubleshooting skills, where due diligence is done and support is provided with the greater good of the employee in mind.
• Naturally inquisitive and strong learning agility with a sense of ownership and responsibility.
• Proactive, self-directed, motivated, and results-oriented with a high dedication to quality while handling multiple, and at times competing, priorities.
• Analytical mindset with the ability to use data to propose process improvements and automation opportunities.
• Strong work ethic and ability to work independently and as part of a team.
• Strong commitment to delivering exceptional customer service to our employees.

Nice To Haves

• 2-4 years’ experience in HR, shared services, or customer support role.
• Bachelor’s degree in Human Resources, Business, or a related field (or equivalent work experience).
• Strong computer technical skills with Microsoft Office Suite and willingness to learn new applications.
• Experience with HRIS system (Workday preferred).
• Familiarity with HR & Case management systems preferred (e.g., Workday Help, ServiceNow, or similar).
• Understanding of general HR processes, regulations, and laws.

Responsibilities

• Case Management: Serve as the initial point of contact for employees’ HR-related inquiries through our HR case management system, Workday Help, while abiding by our established service level agreements.
• Manage and resolve tier 1 support cases, providing support across a variety of HR programs, processes, and policies. This includes, but is not limited to, questions about benefits, time off, payroll, compensation, Workday navigation, and basic Workday troubleshooting.
• Respond promptly to employee inquiries, providing seamless, professional, and positive experiences.
• Track, document, and manage cases within Workday Help, ensuring accuracy, completeness, and timely resolution.
• Escalate tier 2 inquiries to appropriate HR teams while ensuring clear documentation and seamless handoffs.
• Identify case trends and leverage data to recommend opportunities to innovate and improve processes, optimize team efficiency, and continuously enhance the employee experience.
• Collaborate with HR Services peers and manager to identify and share trends and content opportunities with our HR COEs.
• Additional HR Support: Serve as the initial point of contact for HR-related inquiries through our HR voicemail inboxes (Benefits, AskHR, and Employment Verification), digital mail, and physical mail.
• Action on operational Workday inbox tasks, including (but not limited to) Create Position, Legal Name Change Approval, Memorial Contributions, and more.
• Contribute to the development of knowledge base articles (“Help Articles”) and employee-facing content to support self-service based on case trends.
• Establish trusted partnerships (through timely and accurate execution) with teams across our HR organization, including HRIS, HR Business Partners, Benefits, Payroll, Compensation, and more.
• Leverage established reports to review data entries and business processes to identify and correct discrepancies, ensuring integrity of information within Workday.
• Ensure adherence to data privacy and confidentiality requirements when handling sensitive employee information.
• Participate in projects aimed at leveraging technology to improve team efficiency and the employee experience.
• Drive process consistency, data integrity, data privacy, and compliance in all activities.
• Assist with audits and reporting activities to ensure HR data accuracy and compliance with internal processes, audit controls, and regulatory requirements.
• Ensure compliance through supporting I-9 Reverifications and Labor Law Posters.
• Complete employment verification requests from vendors, employees, and unemployment agencies.
• Support New Hire Onboarding, including New Hire Orientation, Service Date submissions, and New Hire Benefit Enrollment emails.
• Support invoicing and purchase orders, as needed.

Benefits

• Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you can tailor to meet your needs.
• Whether you are focusing on your physical, financial, emotional, or social wellbeing, we’ve got you covered.
• Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents
• Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off
• Paid Parental Leave as well as an Adoption Assistance Program
• Competitive 401k savings plan with company match and an additional contribution regardless of participation

What This Job Offers

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