Human Resources Operations Representative - Enterprise Business Services

The EBS (Enterprise Business Services) HR Connect Representative will provide exceptional customer service support to employees by addressing their inquiries and questions. This role involves offering information on company policies, procedures, and programs, processing various requests and documents, and updating HR systems. The representative will ensure efficient and compliant service delivery in accordance with Mosaic policies, state/provincial laws, and federal regulations.

What will you do:

40%:

• Collaborates efficiently with team members across functional areas, seeking input and assistance as needed.

• Responsibilities include processing transactions through Service Now tickets and Workday inbox items, adhering to established performance standards for both quality and timeliness.

• This encompasses primary support for tasks such as job bidding, onboarding requirements, tuition reimbursement, basic job changes, badging, union membership updates, job qualification updates, and job profile assignments.

• Depending on training level and business needs, the role may involve performing more advanced transactions.

• Additionally, it requires sharing relevant information to ensure transparent knowledge transfer and enhance the overall capability of the HR functional team, while maintaining confidentiality in all transactions.

• The role also includes processing and supporting HR requests such as benefit plan enrollment forms and employee separation/leaves documentation.

• It involves providing basic support, education, and direction to people leaders as needed, and preparing and sending all required information to the payroll team.

• All incoming inquiries and documents as well as activities performed are entered in detail into the case management system to ensure a seamless transition from one representative to another.

• Primary responsibility for handling incoming calls, responding to voicemails, and converting calls and questions into tickets for closure or further vetting.

• This also includes managing incoming tickets in the HRC Queue and transferring them to the appropriate HR service for immediate processing.​

10%:

• Reviewing documentation and providing timely status updates, guidance, and information to customers, key stakeholders, and peers within the HR functional area teams to ensure case resolution.

• This includes responding to questions on standard administrative procedures and practices through multiple channels (e.g., ServiceNow, email, phone).

• The role also involves educating HR customers, encouraging and assisting with self-service tools when appropriate, and escalating non-routine matters to the appropriate individuals.

• Participates in audit requests, preparing and reviewing documents, engaging in project work, and handling other ad hoc items as requested.

What will you need:

• High School diploma or equivalent

• Bachelor's degree in human resources/business administration preferred

• Microsoft Office Suite experience required

• A minimum of 1+ years of experience in HR support/Customer Service

• Compensation, Benefits Administration, Payroll, HRIS, and Talent Acquistion experience preferred.