HR Helpdesk/Service

Duties:
Human Resources Generalists undertake a wide range of HR tasks, like organising training, administering employee benefits and leaves and crafting HR policies.
Utilise Human Resources Information Systems to ensure all employee records are up-to-date and confidential, and act as the main point of contact for employees’ queries on HR-related topics.

Responsibilities:
• Administers company human resource plans and procedures; assists in the development and implementation of personnel policies and procedures; prepares and maintains employee handbook and policies.
• Administers the compensation program; monitors the performance evaluation program.
• Performs benefits administration, which can include claims resolution, change reporting, approving invoices for payment and communicating benefit information to employees.
• Develops and maintains affirmative action program; handles reporting; maintains records.
• May handle employee relations counselling, outplacement counselling and exit interviewing.
• Maintains human resource information system records and compiles reports as needed.

• Assist in talent acquisition and recruitment processes
• Conduct employee onboarding and help organise training & development initiatives

• Provide support to employees in various HR-related topics such as leaves and compensation and resolve any issues that may arise
• Gather and analyze data with useful HR metrics, like time to hire and employee turnover rates
• Organise quarterly and annual employee performance reviews
• Maintain employee files and records in electronic and paper form
• Ensure compliance with labor regulations

Qualifications: • Degree in Human Resources Management, Human Resources Development, Business, or other related discipline • HR Certification Institute are a plus: Professional in Human Resources (PHR), Senior Professional in Human Resources (SPHR), and Global Professional in Human Resources (GPHR).

Responsibility Summary/Job Description: HR Generalists will receive training on both the current process in PS and the new process in Oracle.

Answering emails and calls from employees regarding human resource questions, ensuring appropriate follow-up, creating tickets in ServiceNow, and resolving issues.

The inquiries may range in complexity, from simple to more involved. Examples include, but are not limited to:

1. Performance management concerns
2. Employee lifecycle changes, such as a status change from part-time to full-time
3. Compensation consultations, for example:
1. Discussing or questioning an employee’s pay
2. Understanding what flexibility exists in granting compensation changes
3. Gaining clarity on the firm’s overall compensation philosophy

4. Benefits and payroll deduction inquiries

Required Qualifications:  HR related experience, strong written and phone communication skills, and backgrounds in customer service or contact centres tend to be the most successful. The work is more consultative vs administrative.

Preferred Qualifications: Education

Associate or bachelor’s degree is preferred but not required.

Certifications

PHR certification is preferred but not required.

Experience with ServiceNow or a similar platform (Salesforce, Workday, etc.) is preferred.

 Top candidates had previous contact centre experience, doing generalist work

Other candidates were more business partner/specialist-focused, but they were chosen because their skills were transferable.

Anyone with experience in a fast-paced customer service org doing phone work would be a good fit. Open to anyone with transferable skills

Success is primarily based on availability and responsiveness—being able to handle calls and inquiries efficiently with professionalism and empathy. There are no strict metrics since call volume varies. There is service and quality expectations. Resolve cases in a timely manner with high satisfaction and accuracy.