HR Operations Specialist

ITT HR Shared Service Center

This position is the first point of contact in an HR Shared Service Center for all incoming inquiries, issues and work request related to HR administration and transactions; managing inquiries, requests and complex cases to closure, escalating case as needed; delivers accurate and timely processing of HR transactions and delivers outstanding customer service to internal and external customers. Work location is in alignment with our ITT facility Valencia, CA.

Essential Responsibilities :

• Provide first point of contact support to incoming calls / emails / requests from customers (e.g. associates, managers, candidates, dependents) to answer questions, resolve issues and respond to inquiries related to broad HR-based processes and systems
• Receive caller inquiries and requests and communicate resolutions. Update / create cases using case management tools
• Maintain customer contact until case is resolved, including informing customer of status and resolution
• Provide accurate, consistent and timely responses to HR process, system and policy requests which are considered to be routine requests and require limited research
• Perform basic administration processing and approval of transactions, data input and verification of required documentation
• Utilize and update, as updates become available, knowledge base tool to provide consistent answers to customers
• Educate associates on company practices and tools (e.g. intranet, LMS, etc.) to encourage associates to resolve questions on their own
• Escalate complex cases to appropriate team leads if additional research or expertise is required
• Provide document support by managing incoming and outgoing forms, information, etc.; conduct document imaging
• Determine if inquiry resolved to associate's satisfaction
• Make any required follow-up calls and conduct additional research as necessary
• Work to develop an in-depth understanding of the customer's needs
• Identify and resolve the customer's issues and anticipate future needs by explaining / suggesting / providing additional information that the customer needs
• Update and maintain knowledge base FAQs, solutions and trouble-shooting guides
• Meet key performance measures such as first call resolution, average answer speed and call quality
• Perform various HR tasks / projects as assigned including process improvement
• Support HR and Talent Acquisition team thru the New Hire process; initiate and monitor background checks; point of contact for candidate thru the background check and drug testing process; initiate PII forms once background check is complete.
• Partner with the HR / Benefits team thru the Leave of Absence process; documenting / tracking employee's status; responding to question from the LOA provider; communicating status updates with employee / HR / Manager
• Run Validity and Completeness Data Quality reports for HR to ensure compliance with HR data
• Perform various HR tasks / projects as assigned to support the Value Center directly (approximately 30%)

Position Requirements :

Key Competencies :

Impeccable Character :

Bold Thinking :

Collective Know-how :

Equal Pay Act Statement :

We aim to pay our 'ITT'ers' fairly and competitively in the locations that they live and work. Pay-for-performance is a principle that we believe in, and employees are rewarded based not only on 'what' they accomplish, but also on 'how' they reflect ITT's values. ITT offers a competitive salary and robust total rewards package, such as health insurance, 401(k), short and long-term disability, paid time off, growth and developmental opportunities, and other incentive compensation programs. Specific benefits are dependent upon whether or not the position is part of a collective-bargaining agreement. The salary offered to a candidate is based several factors such as candidate experience and qualifications, location, as well as market and business considerations.

Equal Pay Act Range :

60,100.00 - 89,700.00