Specialist 1, HR Operations

The HR Support Representative role is responsible for providing a high quality customer experience to all Western Digital employees, managers and executives in their assigned area or region.  The HR Support Representative will serve as a first point of contact for general HR questions and help requests via the AskHR customer support channel, responding to both simple and complex questions that may require research and follow-up for resolution.  In addition, the HR Support Representative is responsible for providing transactional and administrative support for HR processes such as onboarding, transfers, job separations and other assigned HR processes.  The HR Support representative will be accountable for documenting HR processes and knowledge management content and representing the customer on HR projects and initiatives that impact the HR service delivery model.
 
Essential Duties and Responsibilities 
Inquiry Management

• Acts as the first point of contact for employees, managers and executives for all general HR questions, seeking support in HR policies, processes, self-service transactions and HR content on online portal.
• Assumes an end-to-end ownership for resolving inquiries, as well as for helping employees and managers learn about self service capabilities
• Provide accurate and efficient resolutions of issues and inquiries through multiple channels (e.g., phone, email, Jabber chat, etc.) by following appropriate resolution/assessment methodologies (e.g., investigating and research), utilizing knowledge management tools, educating employees on HR technologies including self-service tools, and determining appropriate course of action or escalation for emerging issues
• Provide initial contact and support for customers managing sensitive and confidential information related to HR issues
• Provide timely and reliable employee support that generates a high level of employee satisfaction and inspires confidence through effective communication, expert knowledge, and efficient escalation to resolve issues
• Communicate effectively (written or verbal) matching customer style, needs, and level of understanding to support optimal employee interaction, including accurate and grammatically correct support through available employee support channels (phone, email, case management)
• Partner with the entire HR organization by sharing knowledge with peers and cross-functional teams and identifying emerging issues or trends

 
HR Administration

• Accurately and timely processing of employee lifecycle transactions and document management in partnership with managers, Site HR and the Global Service Center with transactions such as new hire onboarding, transfers, compensation changes, exits and ad-hoc transactions
• Become a subject matter expert and skilled end user for Workday and other HR technologies
• Monitor and manage transaction workflows for customers in assigned region
• Collect, review, and approve on boarding documentation as part of recruitment administration or partner with local on-site resource in country to ensure files are maintained as required
• Respond to all employee verification requests, including mortgage references, employment reference letters, etc.
• Identify process improvement opportunities focused on enhancing AskHR and HR Support services and improving the effectiveness and efficiency of the Region or Country Service Center, as well as sharing best practices with HR operations teams in other Service Center as appropriate
• Ensure all HR processes, standards and protocols are followed, including those focused on data quality controls
• Role may expand to include responsibilities for administration of additional HR processes