Sr. Human Resources Services Representative

Overview
Foot Locker is seeking an experienced Sr. Human Resources Services Representative to join their dynamic and collaborative team. The Team Member Service Center is the first point of contact for all Total Rewards and Compliance (Benefits, Payroll Compensation, Employee Relations, Leave of Absence, Policy Interpretation) inquires for U.S., Canada, and Puerto Rico. The role supports a rotational schedule of live call interactions with Team Members in a call center format during regular business hours.
The Sr. HR Services Representative provides an elevated level of partnership through the engagement of Foot Locker Team Members, HR Business Partners, and stakeholders. The role will seek to deliver interactive Compliance, Employee Relations, and Benefits Administration cases via telephonic and email points of contact to successfully execute our Total Rewards and Team Member Services strategy.
In this role, the Sr. HR Services Representative would be responsible for working to advance process improvement initiatives, leading regulatory audits, and the unification of data sets to forecast future trends and identify training needs. The role will also focus on the development of scalable centralized policies and processes that maximize employee and stakeholder satisfaction, while mitigating risks. To be effective in this role, they must demonstrate exceptional knowledge and remain current of changing regulations for provincial, local, state, federal, and regulatory legislation such as ACA, COBRA, HIPAA, ERISA and other updates from the DOL, HHS and IRS.
Responsibilities
Case Management (50%)

• Actively monitors case load volumes to ensure effective response and resolution variance through the review of PeopleSoft queries
• Partners with Service Center Manager to field HR Benefits and Compliance inquiries
• Partners with various functional leads in the benefits department surrounding strategic HR administration projects
• Liaises and communicates with stakeholder to generate email notifications in execution of benefits and customized annual enrollment elections
• Decode and evaluate escalated ServiceNow cases from Team Members and HR business partners to authorize the assessment of qualifying benefits coverage request
• Works in partnership with the HR Services Manager and Lead to optimize and automate current practices

Business Partner Relations (25%)

• Boost customer relationships through monitoring representative and business partners points of contact
• Works in partnership with Benefit Operations to research benefit cases that arise and strategize relative HRIS system updates
• Implements programs, policies, and coordinates changes to current procedures
• Partners with supervisor to monitor and apply understanding of corporate policies/practices and employment laws in accordance with all federal and state regulations

Root Cause Analysis and Projects (25%)

• Examines data sets and interprets metrics to glean valuable insights that advance the ability to evaluate efficiencies
• Acts as a subject matter expert surrounding regulations, plans, and policies
• Deliver against process improvement initiatives, including process design, compliance/benefits documentation, and reporting
• Supports project initiatives, regulatory audits, legal inquiries, team member support, and other duties as assigned

Qualifications
The Sr. HR Services Representative should have a passion for working with diverse groups of people and the ability to apply solutions using standard procedures. A bachelor’s degree in Human Resources, Business, or related discipline. Prior experience in the HR or Benefits sector and PHR or SHRM-CP certification or equivalent is preferred.

• Ability to collaborate with both vendors and associates at all levels in a professional, respectful, cooperative, and courteous manner
• Superior knowledge of employment and HR related laws, regulations, policies, and principles
• Minimum 3 years of HR, ER, Benefits, Compliance, customer service and/or call center experience.
• Ability to preserve confidentiality of sensitive employee information
• Working knowledge of PeopleSoft and/or HRIS experience preferred
• Requires understanding of company’s policies as well as applicable employment regulations
• Excellent communication, critical thinking, problem-solving skills, and time management skills
• Demonstrates positive customer service and collaborative demeanor with experience driving an inclusion workplace
• Strong collaboration skills with ability to take direction effectively, act independently, and adapt quickly to changes.
• Attention to detail; anticipate future needs for both day-to-day tasks and projects.
• Benefits experience in the following industries preferred: Retail, Banking, Manufacturing, Call Center, and/or Shared Service Center
• Bilingual (English/Spanish) a plus.
• Demonstrated experience working effectively and accurately in a high volume fast paced matrixed environment
• Ability to prioritize conflicting needs, handle matters expeditiously, and proactively follow-through on projects to successful completion
• Highly Proficient in Microsoft Word, Excel, and PowerPoint

Required Skills

• Critical thinking skills – Sr. Human Resources Services Representative supports the evaluation of complex benefits and compliance procedures.
• Analytical skills – the role works to action projects, root cause analysis, and leverages specialized technical skills to support sustained observations and decisions.
• People skills – the Sr. Human Resources Services Representative plays the role of connector within the employee inquiries process, leveraging data analytics within the workforce to support the needs of employees and management.
• Communication skills – impactful consultative interactions depend on the efficient flow of information through the company. The ability to listen and effectively respond to people’s concerns, while maintaining high quality customer service is important for this position
• Influence – Human Resources Services Representative monitors process controls and advances process administration strategies.

Benefits
The annual base salary range is $48,000 - $58,000. This range represents the anticipated low and high end of the salary for this position. Salary will be determined by the education, experience, knowledge, skills and abilities of the applicant, internal equity, and alignment with market data. Salary is one component of the Foot Locker, Inc. total compensation package, which includes the below:
Foot Locker Benefits

• Stock Purchase Plan
• Opportunities for Advancement
• Strong Company Culture
• Life Insurance
• Tuition Reimbursement for Qualified Courses
• Paid Time Off
• Employee Resource Groups
• Employee Discount
• Flexible Spending Account
• Medical | Dental | Vision Coverage
• 401(k) | Roth 401(k)