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  • Parsippany-Troy Hills, NJ

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Senior Human Resource Shared Service Center Specialist

GAF • Parsippany-Troy Hills, NJ

Posted 10 days ago

Job Snapshot

Other Great Industries
Customer Service

Job Description

 The Senior HR Specialist serves as the liaison to employees and managers in a call center environment and/or business location(s).  Acts as a Senior HR Generalist in a primary point of contact role for employees to support, respond, handle, answer and action issues/questions regarding policies, procedures, and HR systems.  Will lead and manage projects about organizational and process redesign along with program and policy improvements.


  • Responsible for responding and handling incoming HR activities and projects in a call center environment; This level must bring them to resolution.  May support a specific business population and provide backup support to other businesses across the US and Canada

  • Serve as the primary point of contact for clients on questions and issues regarding HR related policies and procedures, including, but not limited to, HRIS needs, onboarding, benefit and engagement initiatives, staffing, training, separations, transfers, etc.  Normally will handle escalated Tier 2 or 3 resolutions

  • May have ownership for a particular process such as onboarding; recruitment, offboarding or supports specific HR policies/programs

  • Guide, support, design, maintain and administer HR programs; some basic employee relations, policies, and procedures while providing general human resources services to respective business partners & COEs

  • Communicate HR programs and policies to employees and address all related questions.  Ensure that personnel policies and procedures are followed and in compliance with applicable laws.  

  • Ensure implementation and utilization of policies, procedures, programs dealing with the specific activities of staffing, payroll, compensation and benefits, employee development and training, along with HR information systems.

  • Will serves as an HRIS or application(s) “SuperUser”

  • Conduct HR systems training and communicate system changes to population

  • Conducts all virtual new hire orientations across sites and owns HQ orientation

  • Provide response and support on a variety of HR related programs such as benefits, leave, disability programs, reimbursement programs, unemployment, workers’ compensation, etc.

  • Managing and maintaining incoming and outgoing temporary employees across sites.  

  • Assist with the development of all process documentation and maintenance of HR portal

  • Maintain promotional material in the implementation of the new Center.   

  • Controls distribution of all legal and compliance posters

  • Data entry and maintenance on systems to include security, data entry, configuration, and auditing to support HR functions

  • Recommend system enhancements for HR systems; participate in required implementations or upgrades.

  • Participate in HR functional work teams as needed.

  • Perform other duties as assigned.


  • Adaptability

  • Building Strategic Working Relationships

  • Technical/Professional Knowledge & Skills

  • Stress Tolerance

  • Decision Making

  • Communication


  • Knowledge and experience in technologies, tools, and applications, such as ADP products, WorkDay/HRIS systems, SAP, Astra, and SharePoint.  Particular emphasis required in working with formal case management systems such as Neocase, Service Now, SalesForce HR or Oracle products.

  • Thorough knowledge of concepts and practices within the HR function and compliance requirements

  • Knowledge of employment laws and applications of legislation and process

  • Ability to effectively present information and respond to questions from employees, managers, clients, customers, and the general public.

  • Ability to analyze basic issues and determine appropriate solutions

  • Ability to recognize and handle sensitive or confidential information appropriately.

  • Must have a strong customer-service orientation, be organized, flexible, detail oriented, proactive and maintain a high level of personal credibility.

  • Excellent communication and PC skills in MS Office or Google products.

  • Intermediate to advanced project management skills

  • Advanced verbal and written communication skills

  • Advanced knowledge of training delivery and development

  • Advanced interpersonal skills

  • Advanced conflict resolution skills

  • Ability to multitask and manage a fluctuating workload

  • Ability to handle sensitive and confidential information appropriately​


  • Bachelor Degree in HR or related field; Advanced Degree preferred

  • 5+ years of broad and progressive HR experience

  • Previous customer service experience supporting multi-site or remote clients

  • Previous experience in implementations of case management tools, call center startups preferred.  Must have previous experience in shared services.

  • Spanish speaking preferred


Job ID: 9750
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