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The Global People Operations team strives to create and deliver a seamless and positive employee experience across the entire employee lifecycle. Leading with care and empathy, we develop efficient and simple people processes, systems, policies, and programs. We deliver data that is useful and accurate to create People-related strategies across the business. We manage people knowledge and build project management capability across our company. Our work also ensures Facebook remains protected and compliant. We strive to ensure employees feel heard and given the resources and support they need during the most important moments during their careers.
Essential Duties and Responsibilities:
Provide outstanding support to employee and internal stakeholder inquiries around benefits processes, policy, and issues.
Manage inbound employee inquiries, identify needs, process necessary transactions in Workday, Salesforce and other systems, and escalate issues or re-assign inquiry, as required; conducting outbound calls or emails for issue resolution and follow-up, if required.
Maintain a commitment to our service level agreements (SLAs) around responsiveness and customer satisfaction.
Maintain detailed and accurate documentation in the request tracking system (Service Cloud), Workday and BenefitSolver.
Maintain knowledge and adhere to all government policies and standards (e.g. HIPAA, ERISA, IRS, DOL, Section 125, etc.)
Execute employee Perks programs by answering employee inquiries for "baby cash”, daycare and gym/wellness programs.
Three to five Human Resources experience with an emphasis in benefits
Exceptional customer service skills; excellent communication skills and ability to handle sensitive matters with tact and diplomacy
Excellent analytical and problem solving skills
Capable of exercising independent judgment and discretion while utilizing company policies and practices to determine appropriate action
Ability to interact with all levels of a professional organization.
Self-starter and fast learner requiring minimal direction.
Strong computer skill including proficiency with MS Office applications.
Strong attention to detail and accuracy.
Collaborative, and excels in a team environment
3+ years experience as an HR Generalist or Benefits specialist in a technology, software, or Fortune 100 company, exceptional customer service skills and proven ability to perform in fast-paced environment. Ability to work independently and in a highly visible role Experience with data analytics and Excel is essential to this role Experience should include a focus on manager coaching, performance management, employee relations and data analytics/reporting. Candidate must have demonstrated project management skills and ability to drive programs independently. Must have strong communication skills, including facilitation experience. Comfort with building relationships at all levels of the organization, strong interpersonal skills. Excellent understanding of the technology, social media, or Internet business preferred. Complete special projects by clarifying project objective, setting timetables and schedules, conducting research, and developing and organizing information. Manage client expectations by communicating project status and issues; resolving concerns. Prepare reports by collecting, analyzing, and summarizing data and trends. Comply with federal, state, and local legal requirements, enforcing adherence to requirements Comfortable advising management on needed actions. Excellent analytical and problem solving skills. Must possess ability to handle sensitive matters with tact and diplomacy. Capable of exercising independent judgment and discretion while utilizing company policies and practices to determine appropriate action. Ability to interact with all levels of a professional organization. Ability to work independently and require little instruction on the day-to-day work. Experience with Workday or HRIS system is strongly preferred. Previous shared services experience strongly preferred. Strong computer skill including proficiency with MS Office applications. Strong attention to detail and accuracy. Self-starter and fast learner requiring minimal direction.
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