The Specialist, HR Helpdesk job is responsible for providing support and technical assistance to employees who need guidance on human resources processes and policies as well as rewards programs. Under general supervision, this job manages inquiries, identifies recurring problems and resolves issues with transparency, answering employees' questions (e.g. employment issues and contracts, benefits programs, internal management).
Key Responsibilities and Duties
- Researches employment issues related to hiring, termination, contracts, retirement and other HR related operations.
- Trains new team members on job responsibilities, job tools, and process flows.
- Analyzes personnel records pertaining to benefits, compensation, leaves of absence, retirement.
- Prepares processes for statistical reporting and reviews data and reports for compensation and benefit program implementation and administration.
- Assists employees on any HR related issues and responds with transparency and accuracy.
- Participates in the communication with human resource outsourcing vendors while discussing with upper level employees on strategic planning initiatives.
- Seeks advice from senior management regarding challenging helpdesk issues and other problems that require deeper knowledge of HR.
- Oversees team documentation of interactions with employees, more senior helpdesk specialists, COEs, and 3rd party vendors including topic of inquiry, summary of issue/problem and resolution in the case management system.
- Coordinates the research and/or escalation of complex issues not closed at point of inquiry to more senior helpdesk specialists, COEs, and/or 3rd party vendors to obtain resolution and follow-up with the employee.
- Notifies operational excellence manager of potential or continuous problems regarding inquiries and scenarios that have not been addressed in existing training classes and/or are not available via on-line tools.
Educational Requirements
- University (Degree) Preferred
Work Experience
- 2+ Years Required; 3+ Years Preferred
Physical Requirements
- Physical Requirements: Sedentary Work
Career Level
6IC
Related Skills
Analytical Skills, Business Process Improvement, Business Process Understanding, Communication, Continuous Improvement Mindset, Data Analysis, Data Management, Detail-Oriented, HR Operational Processes, HR Policy Implementation, Prioritizes Effectively, Problem Solving
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Company Overview
TIAA Global Capabilities was established in 2016 with a mission to tap into a vast pool of talent, reduce risk by insourcing key platforms and processes, as well as contribute to innovation with a focus on enhancing our technology stack. TIAA Global Capabilities is focused on building a scalable and sustainable organization , with a focus on technology , operations and expanding into the shared services business space.
Working closely with our U.S. colleagues and other partners, our goal is to reduce risk, improve the efficiency of our technology and processes and develop innovative ideas to increase throughput and productivity.
We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.
Accessibility Support
TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.
If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:
Phone: (800) 842-2755
Email: [email protected]
Privacy Notices
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For Applicants of TIAA, Nuveen and Affiliates residing in California, please click here.
For Applicants of Nuveen residing in Europe and APAC, please click here.
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What We Do
Every worker deserves a secure retirement. For more than 100 years, weʼve delivered it for millions of people—and weʼre not done yet. Founded to help educators retire with dignity, today weʼre a market-leading retirement company fueled by world-class asset management. But weʼre not just another legacy financial services firm. Weʼre fighting harder than ever before for our clients and the many Americans who need us. And weʼre hiring. When you work at TIAA, youʼre making a difference in the lives of our clients. Weʼre always on the lookout for great people to become part of our coalition of champions and are committed to providing equal opportunity across all employment practices as we believe our employees have a right to a diverse and inclusive workplace. Join our team today in the fight to help more people to and through retirement.
Why Work With Us
TIAA provides financial security for millions and offers our employees opportunities to grow in a culture that embraces diversity, innovation, and high performance.
