Ø Serves as the primary interface to the COE, HRBPs and non-HR functional departments to appropriately and effectively escalate and/or redirect inquiries/concerns and liaison.
Ø Designs and delivers appropriate training, technical support and guidance on specialized HR programs and processes, responding to and resolving increasingly complex issues.
Ø Implement methods to resolve problems, update, simplify, enhance and optimize existing processes, procedures, policies and technologies.
Ø Launches case management with ownership from intake to transition, escalation, redirection, or closure.
Ø Analyze key metrics on case resolutions, customer satisfaction, individual performance, closure/call-time and development rates, issuing reports on performance success and case management.
Ø Viewed as the subject matter expert and be able to lead all program aspects.
Serves as the primary interface to vendors, suppliers and external partners to appropriately and effectively escalate and/or redirect inquiries/concerns and liaison.
Ø Strives for continual process improvement, accurate documentation, data maintain and update in HRIS systems/files, and support functional projects as needed.