Sr. HR Shared Services & Operations Analyst

EverBank • Jacksonville, FL

2d

About The Position

The Sr. HR Shared Services & Operations Analyst oversees day to day HR service
delivery, manages all HR inquiries through Deskpro and MeBeBot, and leads HR
shared services outsourced staff. This role ensures HR transactions, onboarding,
records management, benefits support, and payroll related activities are handled
accurately, efficiently, and compliantly. This role requires strong expertise in
HR systems, case management tools, AI enabled support solutions, intake
workflows, controls, reporting, and change management. The ideal candidate
brings strong HR systems experience, AI enabled operations knowledge, and the
ability to drive process improvements across a multi-state, fast paced
organization.

Requirements

• 5 years of experience in an HR Operations or Administration role
• Knowledge and understanding of regulatory requirements and governance

Nice To Haves

• 7 years of experience in an HR Operations or Administration role
• Previous experience in banking, fintech, or financial services industry

Responsibilities

• Shared Services Leadership: Leads the onshore team and manage the offshore global TCS team supporting onboarding, benefits support, payroll support, HR transactions, and employee records. Manages team performance, coaching, and development to ensure high-quality, responsive service.
• Case Management & Inquiry Support: Owns and optimizes Deskpro and MeBeBot workflows, automation, intake logic, and dashboards. Serves as the primary escalation point for employee and manager HR inquiries; ensure timely, accurate, and confidential responses. Maintains accurate documentation of inquiries and resolutions.
• HR Operations & Data Management: Oversees employee data accuracy and timely updates in the HRIS (ADP, Workday, UKG, etc.). Ensures compliance with HR policies, data privacy rules, and audit requirements. Supports operational activities such as onboarding, offboarding, employee lifecycle changes, and recordkeeping.
• Process Improvement & Change Management: Identifies and implements improvements to HR operations, service delivery processes, and intake workflows. Partners with HR COEs, HRBPs, IT, and Compliance to streamline processes, enhance controls, and support new initiatives. Supports training and communication efforts for new systems, policies, or processes.
• AI, Automation & Reporting: Leverages AI tools (MeBeBot, automated routing, bot content) to improve cycle time and customer experience. Creates and interprets operational dashboards and metrics to track performance and identify enhancements.
• Policy, Compliance & Governance: Supports the development, maintenance, and execution of HR policies, SOPs, and operational controls. Ensures HR operations align with multi-state regulatory requirements and internal governance models.

What This Job Offers

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