The Archdiocese of Chicago, the third largest in the United States, serves more than 2.2 million Catholics in 216 parishes in Cook County and Lake County, a geographic area of 1,411 square miles. The Archdiocese, pastored by Cardinal Blase J. Cupich, has more than 13,000 employees in its systems and ministries, including Catholic Charities, the region's largest nonprofit social service agency. The Archdiocese also has one of the country's largest seminaries. The Archdiocese's 150+ elementary and secondary schools comprise one of the largest U.S. private school systems. Its schools have received 96 U.S. Department of Education Blue Ribbon Awards.
Member of HR Operations Team providing a clear point of contact for Tier One HR support providing answers to HR questions, guidance on HR policy and processes, use of employee self-service, and assistance with transaction processing across the full employee lifecycle.
Provide exceptional customer service and enhance the employee experience, while enabling all employees to make full use of available systems, tools, and information. Each member of the team will work to streamline and simplify processes, as well as build and enhance knowledge content both for the team’s use and for dissemination, enhance automation and improve service.
Responsibilities Listed Are Not Limited To Other Duties Assigned
- Responds to inquiries and checks for satisfaction before closing the case. If unable to resolve, facilitate handoff or escalate to HR Operations Supervisor, Manager, managed service provider, third-party providers, or other departments to ensure continuity of services.
- Processes transactions that are not automated or executable via Employee or Manager Self-Service or performed by parish/school/APC admins. Coaches and educates users regarding self-service capabilities by providing end user training.
- Expected to be fully competent in core HR Operations and one HR/Payroll area, with the ability to handle most inquiries independently. Additionally, will develop competency in a second area as a backup and eventual subject matter expert.
- Team members are responsible for ongoing learning to become fully proficient in all HR/Payroll areas within the Operations Team scope.
- Recommend, updates, maintains, and deploys the HR knowledge base for reference by the HR Team and access by the user community.
- Draft HR knowledge documents as assigned.
- Ensures accuracy and integrity of HR data across all systems.
- Captures new data to enhance the database (e.g., missing historical data, etc.).
- Conducts audits and reconciliation of data.
- Monitors transactions for compliance with AoC policy, laws, internal equity, and justice.
- Provides guidance to correct situations and escalates as appropriate.
- Maintains tracking of service requests and metrics related to responsiveness and end-user satisfaction.
- Accountable for meeting SLA’s.
- Assures that all inquiries and service requests are responded to and brought to resolution in a timely manner.
- Manages or supports assigned projects within annual HR cycle, HRIS implementation phases, as well as ad hoc. (e.g., open enrollment, salary planning, compensation studies).
Requirements
- At least 1 year of HR/Payroll Experience in a call center environment.
- Preferred Bachelor’s degree in business administration, Human Resources, Communications or other related field or equivalent work experience.
- Excellent communication skills including verbal, nonverbal, written, interpersonal, presentation and diplomatic communication skills.
- Strong customer service orientation; passionate about responsiveness and meeting customer needs.
- Team orientation, within the Operations Team and across AoC.
- Freely shares knowledge and works to broaden competency base across the Ops Team and with users.
- Demonstrate analytical, critical thinking and problem-solving skills.
- Developed fluency in HR systems applications, and MS Office suite.
- Passionate about and committed to the Mission of the Archdiocese of Chicago and global Catholic Church.
