Senior Human Resource Specialist, Employee Services

Description

The Leidos Senior Human Resource (HR) Specialist, Employee Services, will be responsible for providing exceptional support and customer service to employees, managers, HR, Workplace Relations, and other teams as needed in such areas as benefits, leave administration, and other general HR support. We want to ensure that every employee has a positive experience working with HR Services.

Primary Responsibilities

• Within defined parameters and guidelines – review, grant, or escalate requests for administrative corrections for various benefit enrollment/change scenarios.
• Recognize customer service delivery issues; recommend and implement solutions to meet service level agreements.
• Monitor questions on Prism (company intranet) as needed.
• Investigate and resolve complex problems, handle disputes.
• Act as a point of contact for information residing on the knowledge-based system; ensure that information is up-to-date and easily accessible.
• Interface directly with insurance carriers to research and resolve benefit eligibility and enrollment issues; identify root causes to avoid issue recurrence.
• Handle complex inquiries requiring a detailed or technical knowledge, including those involving benefit programs, plans, or services.
• Provide interpretation in areas where policy, procedure or requirements are unclear.
• Provide support for routine employee problem resolution for Workday.
• Provide employee and manager support for Workday Learning questions and issues.
• Collaborate with other HR service delivery areas, HR leadership, etc. on new and existing programs and process improvement initiatives.
• Work with Lead, Supervisor or Director, Employee Services or Lead, Leave Administration to ensure effective hand off of escalated cases to COE or third parties.
• Other duties as assigned.
• Perform troubleshooting on a variety of issues that may extend beyond the reach of traditional HR, requiring the ability to network cross-functionally and leverage relationships to support our employee customers.
• This position requires continuous phone and email support during hours of operation 8 a.m. – 5 p.m. ET
• Maintain flexibility and a positive attitude toward innovation and change.
• Act as a point of contact in planning and organizing complex and/or large scale benefits transactions such as benefits open enrollment or acquisitions.
• Facilitate resolution to complex employee and manager inquiries; provide benefits/leave subject matter expertise.
• Provide “beyond best in class” customer service.
• Refer issues to Lead, Supervisor or Director, Employee Services, or Lead, Leave Administration in accordance with escalation procedures.
• Serve as “one-stop-shop” for employees on all matters including complex benefits and HR issues, basic questions concerning timecharging, travel, required training, expense reports, etc.
• Communicate updates and changes to benefit programs to employee populations (i.e. annual open enrollment related changes).
• Utilize the case management tool to track issues and escalations.
• Provide administrative support for benefit programs.

Qualifications

• Extremely strong verbal and written communication skills, including the ability to make connections with customers in writing
• Extensive experience supporting internal customers in a specialized HR capacity
• Minimum of a Bachelor’s Degree in business related field coupled with 2+ years related benefits, HR, or other relevant work experience; OR an Associate’s degree coupled with 4+ years related benefits, HR, or other relevant work experience; OR a High School diploma coupled with 6+ years of related benefits, HR, or other relevant work experience.
• Experience resolving complex issues utilizing external resources and escalating internally when appropriate
• Ability to use deductive reasoning to assess multi-faceted questions and problems
• Strong computer skills, including proficiency with Microsoft Office
• Foundational knowledge of HR, including compliance requirements and benefits
• Experience working with and independently interpreting internal policies and procedures to ensure continuity of business services
• Ability to multi-task and manage competing priorities
• Ability to apply critical thinking skills to complex issues
• Commitment to outstanding customer service, both internal and external

Target salary: $50-52K

Pay Range

Pay Range $39,650.00 - $61,000.00 - $82,350.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

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