Senior HR Services Specialist-01024720

Description The Senior HR Services Specialist is responsible for delivering high-quality support for complex HR transactions and employee inquiries. This role requires a solid understanding of HR processes, systems, and practices. The Senior Specialist ensures adherence to policies, service standards, and timely resolution of employee requests. In this role, the Senior Specialist is expected to provide world-class customer service by demonstrating empathy, professionalism, and responsiveness in every interaction. The role regularly collaborates with HR Centers of Excellence (COEs) to deliver high-quality services that elevate the employee experience. They also play a key role in identifying recurring issues, recommending workflow enhancements, and supporting knowledge management and documentation improvements. Key Responsibilities Respond to complex HR inquiries and provide accurate, empathetic support in a timely and professional manner according to defined standards. Execute complex employee lifecycle transactions in Core HCM, Benefits Administration, Talent and Workforce Management modules, as well as supplier systems, ensuring accuracy and adherence to established standards and workflows. Prioritize and balance multiple workstreams; supports coordination of activities and deadlines across multiple HR service teams. Maintain confidentiality and handle sensitive information with discretion, following privacy and data protection standards. Collaborate with HR service teams (e.g., Benefits, Compensation, Talent, WFM) to resolve employee inquiries and resolve cross-workflow issues. Understand and meet individual performance metrics (SLAs, KPIs). Support escalated requests and escalate complex or sensitive issues to other HR service teams or supervisors for resolution, per defined protocol. Identify issues impacting processes, data integrity, systems and quality assurance, and/or opportunities for process improvement and contribute ideas to enhance service delivery. Participate in pilots or testing. Participate in training/change initiatives, stay informed of process updates, system enhancements, and adopt new ways of working. Serve as change advocate by providing feedback on usability and impact for complex process changes. May support seasonal HR activities (e.g., recurring or ad-hoc compliance audits, complex org structure updates, Benefits Open Enrollment, year-end comp cycle processing) as needed.