Specialist, HR Helpdesk

The Specialist, HR Helpdesk job is responsible for providing support and technical assistance to employees who need guidance on human resources processes and policies as well as rewards programs. Under general supervision, this job manages inquiries, identifies recurring problems and resolves issues with transparency, answering employees' questions (e.g. employment issues and contracts, benefits programs, internal management).
Key Responsibilities and Duties

• Researches employment issues related to hiring, termination, contracts, retirement and other HR related operations.
• Trains new team members on job responsibilities, job tools, and process flows.
• Analyzes personnel records pertaining to benefits, compensation, leaves of absence, retirement.
• Prepares processes for statistical reporting and reviews data and reports for compensation and benefit program implementation and administration.
• Assists employees on any HR related issues and responds with transparency and accuracy.
• Participates in the communication with human resource outsourcing vendors while discussing with upper level employees on strategic planning initiatives.
• Seeks advice from senior management regarding challenging helpdesk issues and other problems that require deeper knowledge of HR.
• Oversees team documentation of interactions with employees, more senior helpdesk specialists, COEs, and 3rd party vendors including topic of inquiry, summary of issue/problem and resolution in the case management system.
• Coordinates the research and/or escalation of complex issues not closed at point of inquiry to more senior helpdesk specialists, COEs, and/or 3rd party vendors to obtain resolution and follow-up with the employee.
• Notifies operational excellence manager of potential or continuous problems regarding inquiries and scenarios that have not been addressed in existing training classes and/or are not available via on-line tools.

Educational Requirements

• University (Degree) Preferred

Work Experience

• 2+ Years Required; 3+ Years Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level
6IC

Related Skills

Analytical Skills, Business Process Improvement, Business Process Understanding, Communication, Continuous Improvement Mindset, Data Analysis, Data Management, Detail-Oriented, HR Operational Processes, HR Policy Implementation, Prioritizes Effectively, Problem Solving

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Company Overview

TIAA Global Capabilities was established in 2016 with a mission to tap into a vast pool of talent, reduce risk by insourcing key platforms and processes, as well as contribute to innovation with a focus on enhancing our technology stack. TIAA Global Capabilities is focused on building a scalable and sustainable organization , with a focus on technology , operations and expanding into the shared services business space.

 
Working closely with our U.S. colleagues and other partners, our goal is to reduce risk, improve the efficiency of our technology and processes and develop innovative ideas to increase throughput and productivity.

We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

Accessibility Support

TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team: 

Phone: (800) 842-2755

Email: [email protected]

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