The HR Service Center Coordinator is responsible for providing administrative support and assistance to the HR Service Center team. They will handle employee inquiries and requests related to HR policies, procedures, and programs - ensuring that all HR inquiries and requests are handled in a timely and efficient manner. They provide direct support to employees and managers by answering questions, resolving issues, and escalating more complex issues to the appropriate HR Center of Excellence (COE). The HR Service Center Coordinator also maintains accurate records and documentation, prepares reports, and collaborates with other HR teams to ensure consistent and high-quality service delivery. This position plays a crucial role in delivering excellent customer service to employees and promoting HR efficiency and effectiveness.
Responsibilities
Employee Support
Serve as the primary point of contact for employees regarding HR-related questions and issues.
Provide information and guidance on HR policies, procedures, and benefits.
Assist employees with HR system navigation and troubleshooting.
Inquiry Management
Monitor service center cases with a high level of customer focus.
Respond to employee inquiries and requests related to HR policies, procedures, and programs.
Escalate complex employee questions and/or issues to the appropriate HR COE as necessary.
HR Administration
Responsible for day-to-day administrative support for the service center.
Follows established procedures for updating, validating, and correcting employee records or other related HR data.
Maintain HRIS data integrity by auditing, analyzing, resolving, and mitigating current and future issues.
Reporting
Generate and maintain reports on HR service center activities, including common issues and resolution times.
Process Improvement
Contribute to the development and enhancement of HR service center processes and procedures.
Identify and support automation and process improvement opportunities. Work closely with the Senior Manager, Service Center, to document processes and identify routine administrative work that can be automated and streamlined within the HR Service Center.
Provide feedback and suggestions to improve the efficiency and effectiveness of HR services.
Identify trends and gaps in service center operations and provide feedback to help improve policies and processes, as well as contribute to the development and/or evolution of HR technology that aid in employee and management self-service and education.
Compliance and Confidentiality
Ensure adherence to all company policies, legal requirements, and confidentiality standards.
Handle sensitive employee information with discretion and integrity.
Other Responsibilities
Maintain a solid knowledge base library in different languages to suit the needs of AFNA workers and internal business partners.
Support creation of user guides and provide continuous HRIS end-user training in order to drive system adaptation.
Support current and future HRIS implementation and integration projects.
Support HR projects and initiatives to meet the needs of the business.
Subject to the requirements of the Health Insurance Portability and Accountability Act of 1996 and Ajinomoto Food’s HIPAA Privacy and Security policies and procedures, assisting the Ajinomoto Food health plan with day-to-day activities involving protected health information, including but not limited to, assisting with employee claims, coordinating benefits, determining health claim status, determining eligibility for coverage, budgeting and renewal, billing and collection activities, obtaining assistance from third-parties for plan functions, and any other duties delegated by the HIPAA Privacy or Security Officer.
Qualifications
High school diploma or equivalent required; Associate’s degree or higher in Human Resources, Business Administration, or a related field preferred.
Minimum of 2-4 year’s professional experience in human resources, or equivalent professional experience in HR
Strong knowledge of HR policies, procedures, and employment laws preferred
Prior experience with UKG Saas preferred
Problem-solving skills and a proactive attitude towards improving processes.
Ability to handle sensitive information with discretion and professionalism.
Must be detailed oriented with excellent organizational skills.
Ability to multitask and collaborate with various functions
Demonstrate ability to be work independently, problem solve, and use good judgement
Strong customer service and responsiveness skills required
