People Partner Coordinator

Overview

Key Responsibilities

• Provide Tier 1 support for employee inquiries related to benefits, payroll, compensation programs, HR systems, policies, and general HR matters through case management systems, chat platforms, and occasional in-person interactions.
• Manage employee cases from intake through resolution, including triage, research, issue diagnosis, resolution, escalation, documentation, and timely follow-up.
• Utilize HR and case management systems (e.g., ServiceNow, Workday, iCIMS, or similar platforms) to research inquiries, process transactions, and maintain accurate employee records.
• Leverage knowledge articles, response templates, and support resources to deliver consistent, scalable, and efficient employee support.
• Identify issues requiring advanced support and appropriately escalate to Centers of Excellence (COEs), People Partners, or other stakeholders while exercising sound judgment and risk awareness.
• Support key employee lifecycle processes, including onboarding, employment changes, and offboarding activities, with a focus on accuracy, responsiveness, and employee satisfaction.
• Meet established service standards, including Service Level Agreements (SLAs), customer satisfaction metrics (CSAT), and first-contact resolution goals while maintaining confidentiality and compliance.
• Analyze recurring issues, identify root causes, and recommend process improvements, automation opportunities, and knowledge management enhancements to improve service delivery.

Required Qualifications

• Minimum of 2 years of experience in HR Shared Services, People Operations, Human Resources, or a high-volume employee/customer support environment.
• Proficiency with HRIS, applicant tracking systems, and case management platforms such as ServiceNow, Workday, iCIMS, or comparable tools.
• Strong written and verbal communication skills with the ability to simplify complex information and tailor messaging to diverse audiences.
• Demonstrated ability to handle sensitive and confidential information with professionalism, discretion, and sound judgment.
• Exceptional attention to detail, organizational skills, and commitment to delivering accurate and timely results.
• Ability to prioritize multiple responsibilities and adapt effectively in a fast-paced, evolving environment.

Preferred Qualifications

• Experience supporting employee benefits and/or payroll programs.
• Knowledge of knowledge base management and content authoring.
• Experience working in contact center, shared services, or chat-based support environments.
• Flexibility to support varying schedules during peak business cycles or high-volume periods.