Under the general supervision of the Deputy Division Chief, the HR Operations Section Chief and Team Lead, the successful candidate will review and approve escalated complex queries; administer and control overseas allowance payments; perform audits and reconciliation of benefits;resolve routine problems and escalate complex issues or irregularities;recommend process improvements and changes to procedural guidelines; and supervisejunior HR Analysts, back-ups, and/or temporary replacement assistants. The successful candidate will do so by leveragingextensive HR knowledge and strong project management skills to facilitate effective employee issue resolution by optimizing ServiceNow workflows and managing work distribution.

Major Duties and Responsibilities

The selected candidate will be a member of the HR Operations Division responsible for reviewing approvalsand paymentsfor overseas allowancesand guiding processors through the resolution of related cases and maintaining team targets with customer satisfaction and service delivery performance. S/he is expected to exercise the utmost discretion and sound judgment in handling complex and sensitive matters. Typical duties and responsibilities include:

• In collaboration with payroll, perform financial transactions and coordinate recurring allowances and one-time payments for employees, adhering to documented procedures and identifyand strengthen gaps in documentation, when applicable.

• Observe policy and process controls to ensure the accurate administration and disbursement of allowances, mitigating reputational and financial risks for the organization.This includes contributing to the maintenance and development of clear standard operating procedures.

• Manage workflows related to employee requests, developing timelines, effectively delegating work to HR Analysts based on workload/expertise, and monitoring resolution/escalation processes to ensure all cases are addressed according to SLAs.

• Resolve complex customer inquiries, adhering to Fund policies and documenting actions properly in HR systems, overseeing inquiries until all elements have been resolved. Escalates issues further within HR Operations or to the Total Rewards Benefits Policy team as needed.

• Oversee records management and issue resolution systems, collaborating with HR Analysts within team to identify/resolve workflow bottlenecks and optimizingthe MyHR (ServiceNow) configuration, as needed.Safeguard and maintain the integrity and accuracy of employee records and data, enabling reliable benefits administration and transactions.

• Manage Knowledge Article (KA) processes, identifying key topic areas arising from client queries and distilling themes accurately and clearly to facilitate efficient issue resolution.Update articles with the team and provide drafting support to Centers of Expertise (COEs) as policies change, ensuring materials are timely and remain clear to understand. Ensure all relevant HR services content and information (procedures, policies, controls, self-help guides, etc.) available to employees is kept current.

• Assist the lead HR Officer for overseas allowances in monitoring and managingthe MyHR (ServiceNow)casemanagement system, determining appropriate prioritiesfor issues resolution based on request type and urgency. Define the types of requests each HR Analyst in teamis responsible for managing and mapping out clear escalation procedures.

• Depending upon the nature of the query, escalates within the tiered model within HR Operations, or across to COEs and SHRPs/HRBPs to facilitatecase management and knowledge transfer, maintaining large breadth of HR knowledge, evaluating policy effectiveness, and promoting HR Operations alignment within the Department.

• In collaboration with COEs, take initiative in streamlining business processes and recommend changes to HR policies, work practices, and IT systems, when justified. Identify further opportunities to streamline client requests and HR processes, guiding Fund employees on the use of MyHR (ServiceNow) and effective case management.

• Perform other duties as assigned.

Qualifications

In addition to a minimum of three years of relevant experience in HR, or a related field, the successful candidate(s) should possess the following qualifications and competencies:

• A bachelor’s degree in human resources, accounting, business administration or a related field.

• In-depth knowledge of policies, practices, and programs within HR, understanding not only own operations but has a broader context of Fund policies and procedures. Makes sound decisions based on seasoned experience.

• Provides oversight/direction to junior HR Analysts, encouraging teamwork consistently and exhibiting good judgement in managing workflow and delegating work.

• Experience in customer service, HR benefits administration, accounting, and/or payroll is highly desired.

• Provides solutions to problems in situations that are atypical or infrequently occurring based on practice and existing precedents or procedures.

• Performs quantitative and qualitative analyses to contribute to the formulation of policy proposals and recommendations.

• Service oriented, with demonstrated initiative and tact in working with employees at all levels. Exceptional customer service and empathetic listening skills.

• Excellent oral, written, and persuasive communication skills.

• Effective organizing skills. Ability to respond quickly to varied and competing priorities and to adapt to changing client needs or deadlines.

• Has developed breadth and depth of skills in a range of processes and systems (fully proficient in using the existing HR tools and systems), and a working knowledge of Fund procedures impacting job.

• Ability to train and coach HRAnalysts on relevant benefit programs, maintainingaccuracy and quality in work products, according to Fund HR Policy.

• Detail oriented with full awareness of the fiduciary responsibilities and potential risks in administering high value benefits and in transaction processing and approving.

• Broad understanding of, and experience in major HR areas, e.g., staffing, training and development, and compensation and benefits.

• Ability to demonstrate creativity, problem-solving resourcefulness, and self-sufficiency.

• Ability to work efficiently under pressure in multiple areas and/or on more complex tasks with little to no supervision.