Employee Services Consultant

You have a clear vision of where your career can go. And we have the leadership to help you get there. At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential.
CNA seeks to offer a comprehensive and competitive benefits package to our employees that helps them - and their family members - achieve their physical, financial, emotional and social wellbeing goals.
For a detailed look at CNA's benefits, check out our Candidate's Guide .
Under technical direction, this position serves as a resource for CNA employees and HR Partners on a variety of Human Resources topics and projects including procedures and systems, benefits, payroll, timekeeping and HR policies within the Employee Service team. This position is responsible for project management, problem solving, customer service and day-to-day operational support of CNA's HR functions.
JOB DESCRIPTION:
Essential Duties & Responsibilities
Performs a combination of duties in accordance with departmental guidelines:

• Acts as an HR Systems key user (ServiceNow, WorkDay, Cornerstone) in support of HR functions and key business partners.
• Develops resource documents and best practices for responding to employee inquiries to ensure compliance with CNA policies and procedures.
• Coaches more junior members of the team on processes and trains on new streams of work.
• Acts as escalation point to resolve complex issues for more junior employee service team members and manages external resources.
• Reports on key trends and metrics to HR Operations Leader and supports SLA through understanding trends and volume, supporting planning for the year and general team operations. Identifies and document issues, provide recommendations for improvement.
• Utilizes continuous improvement to identify and implement process improvements.
• Maintains a high level of data integrity, flagging and reconciling inconsistencies when appropriate.
• Oversees and improves HR Knowledge Database utilized by Employee Services team.

May perform additional duties as assigned.
Reporting Relationship

• Typically Director or above

Skills, Knowledge & Abilities

• Solid interpersonal skills with the ability to effectively interact with staff at all levels and influence at certain levels.
• Solid knowledge Microsoft Office suite, HR Systems (i.e., ServiceNow, Workday and Cornerstone preferred) and data reporting technologies.
• Understanding of process development and process improvement techniques and methodologies.
• Excellent time management with strong organizational skills and the ability to prioritize and manage work deliverables effectively.
• Solid communication and customer service skills, ability to handle confidential and sensitive information.
• Knowledge of tracking and reporting on metrics.
• Ability to mentor and train others and foster teamwork to deliver excellent customer service.
• Ability to multi-task and lead by example in a fast changing environment.

Education & Experience

• Bachelor's degree or equivalent.
• Typically a minimum of four years of experience, preferably in Human Resources, Operations or Call Center roles.
• Experience in a customer service environment strongly preferred.

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CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact [email protected] .