HR Service Center Representative

The HRSC Representative II is responsible for providing resolution to inquiries escalated by the Tier One Representative, and for performing bulk and cyclical administrative tasks and transactional audits related to a specific COE (i.e., Benefits, LOA, systems. etc.) The duties and responsibilities stated are a general summary and not all-inclusive:

HRSC provides employee support for HR-related inquiries in a service center environment and process transactions in the Dana Farber Cancer Institute (DFCI) Human Capital Management System (HCMS) and log cases within the customer service management system. The HR Service Center Representative serves as the primary point of contact for employees, managers, and external stakeholders seeking HR-related assistance and support. They are responsible for providing exceptional customer service and accurate information regarding HR policies, procedures, benefits, and employee programs. The ideal candidate is knowledgeable in HR practices, possesses excellent communication skills, and demonstrates a commitment to delivering timely and effective HR solutions.

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS, and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

PRIMARY DUTIES AND RESPONSIBILITIES:

• The HRSC representatives II serve as the liaison to employees and managers in a call center environment

• Acts as a Senior HR Generalist in a primary point of contact role for employees to support, respond, handle, answer, and action issues/questions regarding policies, procedures, and HR systems

• Will lead and manage projects about organizational and process redesign along with program and policy improvements

• Collaborate with HR COE team members to resolve complex employee issues or escalations.

• Responsible for responding and handling incoming HR activities and projects in a call center environment; This level must bring them to resolution

• Normally will handle escalated Tier 2 or 3 resolutions

• May have ownership for a particular process such as LOA, onboarding, etc.

• Communicate HR programs and policies to employees and address all related questions

• Ensure implementation and utilization of policies, procedures, and programs dealing with the specific activities of staffing, payroll, compensation and benefits, employee development and training, along with HR information systems

• Provide response and support on a variety of HR-related programs such as benefits, leave, disability programs, reimbursement programs, unemployment, workers’ compensation, etc.

• Assist with the development of all process documentation and maintenance of the Human Capital Management System (HCMS)

• Process benefits and personnel changes and assist with systems testing.

• Complete audits as necessary

• Demonstrate outstanding problem-solving skills to resolve inquiries, track status and conduct follow-ups for assigned cases, following the proper escalation procedures as needed.

• Perform transactional HR administrative activities to ensure data accuracy within the HR systems

• Maintain in-depth knowledge of company-specific policies and practices in the functional area of expertise and high-level knowledge of cross-functional impacts.

• Process HR system tasks and provide system-related information and guidance to associates.

• Actively contributes to delivering, maintaining, and improving HR services, procedures, and processes to increase employee satisfaction, driving performance and a results.

• Maintains a confidential and compliant environment with all inbound and outbound correspondence in accordance with company and government regulations.

• Identify opportunities for process improvement by leveraging technology to streamline business processes for efficiency while keeping employee experience as the utmost priority

• Provide continuous education to employees of HR Shared Services for the continuous build and enhancement to the customer service knowledge base to assist with first call resolution at Tier 1.

• Ensure Knowledge base documentation is updated and maintained accurately in a timely manner and provide continuous feedback opportunities.

• Assist with training and mentoring HRSC Representative I

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• High degree of integrity and ability to maintain strict confidentiality.

• Ability to multitask and work under pressure while maintaining a professional attitude

• Ability to adapt quickly to change with new processes and procedures.

• Excellent verbal and/or written communication skills with ability to provide exceptional customer service and de-escalate the customer as needed.

• Advanced computer skills, including utilizing multiple software systems and Microsoft/Excel.

• Functional knowledge of HR Systems like Peoplesoft, Workday, Oracle and/or UKG.

• Particular emphasis’ is required in working with formal case management systems such as ZenDesk or Service Now

• Critical thinking, Problem Solving, self-starting and multi-tasking abilities are necessary.

• Strong expertise in systems reporting, business process management, data entry, Data auditing & analysis.

• Advanced knowledge of training delivery and development

• Ability to handle sensitive and confidential information appropriately

• Working knowledge of state and federal employment laws; and applications of legislation and process.

• Thorough knowledge of concepts, practices, and policies within the HR function and compliance requirements

MINIMUM JOB QUALIFICATIONS:

• High School Diploma or its equivalent required

• Associate or bachelor’s degree preferred

• Previous experience in shared services, and/or customer service supporting multi-site or remote clients

• 5+ years of broad and progressive HR experience

At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong. As relentless as we are in our mission to reduce the burden of cancer for all, we are committed to having faculty and staff who offer multifaceted experiences. Cancer knows no boundaries and when it comes to hiring the most dedicated and compassionate professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.

Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other characteristics protected by law.

EEO Poster

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Pay Transparency Statement

The hiring range is based on market pay structures, with individual salaries determined by factors such as business needs, market conditions, internal equity, and based on the candidate’s relevant experience, skills and qualifications.

For union positions, the pay range is determined by the Collective Bargaining Agreement (CBA).

$69,300.00 - $76,800.00