Identify process improvement opportunities and participate in knowledge management efforts such as SOP updates, case documentation, and training content. 

Participate in cross-training in multiple content areas to support business continuity and enhance team agility. 

Monitor case queues, prioritize workload, and follow through on open items to drive resolution and accountability. 

Deliver a high-quality teammate experience by providing professional, empathetic and solution-oriented support. 

Partner with internal teams such as HR Business Partners, Centers of Excellence, and Payroll to ensure seamless end-to-end service delivery. 

Interpret and apply HR policies, procedures, and workflows across assigned cases, ensuring consistent and accurate execution. 

Maintain knowledge of federal and state employment laws and regulations, applying this knowledge to Advocate initiatives and practices to minimize risk.  

Act as a liaison between teammates, HR teams, and vendors to resolve escalated issues, track resolution status and maintain positive service experiences.  

Consistently review and improve HR Operations, HR Service Center, HR Leave and Compliance strategies through emerging technologies, innovative solutions, feedback from the business, and overall teammate experience. 

Ensure continuity and successful delivery of employee life cycle services to users throughout the organization in compliance with labor laws and audit principles. 

Resolve issues efficiently, accurately and with little to no errors while balancing policy compliance and teammate care. 

Ability to prioritize and manage high volumes of transactions, cases, claims, audits and emails while meeting service delivery metrics 

Attentive listening skills with the ability to ask probing questions to aid in problem solving and issue escalation. 

Ability to work effectively in high-pressure situations that require sound decision making and may involve confidential or sensitive matters. 

High sense of urgency for meeting commitments and completing assignments. 

Demonstrate knowledge and understanding of relevant HR content areas including but not limited to: payroll, leave, compliance, compensation, data management, benefits, onboarding, and core HR operations.  

Critical thinking and multi-tasking in a high-volume environment.  

Ability to consistently deliver high quality customer service in a professional manner. 

Excellent decision making, critical thinking, communication, presentation, and interpersonal skills. Ability to build/foster strong trusting relationships, influence leaders and develop solutions to achieve results.  

Must be self-directed, self-motivated, flexible and able to take initiative and effectively manage multiple conflicting priorities and deadlines. 

Strong computer skills, including Microsoft Office, human capital management systems, case management and knowledge management tools. 

This position requires travel so it will be exposed to road, weather and travel hazards. 

Operates all equipment necessary to perform the job. 

Exposed to normal office environment.