Is the opportunity to join a culture where "We Do the Right Thing," and "We Courageously Shape Our Future Together" important to you? Do you have a desire to be part of a collaborative HR Shared Services team? Are you a problem solver who enjoys helping others solve complex problems? If so, Guardian is seeking an HR Shared Services Representative to support our Human Resources Shared Services team (MyHR).

As a Human Resources Shared Services Specialist, you will provide HR support for complex requests in the HR areas of Benefits, Payroll, Colleague Relations, Performance, and Workday business processes. You will use data and metrics to address customer pain points, provide process improvement ideas, and develop internal documentation to ensure adherence to Service Level Agreements (SLAs).

You are:

• A hands-on individual who has a growth mindset, acts compassionately to deliver operational excellence and a positive colleague experience.

• Passionate about accuracy and can follow business processes with high attention to detail and accuracy.

• An advocate for driving improvements on behalf of our colleagues.

• Able to put yourself in your colleagues' shoes to create and enhance processes that deliver a positive colleague outcome and experience.

• Someone who can translate Human Resource business needs back to MyHR process work.

• Someone who asks probing questions to fully understand an issue and who will perform the necessary research to fully resolve the issue.

• Someone who thrives by leveraging multiple resources to find the right information and communicate effectively and with empathy.

• Able to effectively prioritize time sensitive situations in an efficient and responsive manner and model such behavior.

You will:

• Answer calls with a smile in your voice while showing empathy where appropriate.

• Be an active participant in the modernization of HR Service Delivery technology, including AI.

• Crosstrain on VISA and Immigration work.

• Participate in (and sometimes facilitate) ongoing training.

• Perform complex HR administrative support work in the realm of Workday, Benefits, Talent Management, Talent Acquisition, and Colleague Relations.

• Anticipate the further needs of a customer and provide thorough responses (email and telephone)

• Collaborate and serve as a point of contact for the HR Centers of Excellence (COEs) and MyHR stakeholders for all new and existing work requests to drive successful execution of new and existing offerings.

• Research and resolve complex colleague questions, including Workday issues and transactions.

• Take the initiative to utilize data and metrics to address customer pain points, recommend process improvements, and develop internal documentation/reports to ensure customer satisfaction (CSAT), service level agreements (SLAs) and quality improvement adherence.

• Ensure standard operation procedures (SOPs) are continually reviewed with an eye on our colleague experience and simplicity with processes.

• Partner with leadership to ensure maintenance and upgrading of the case management system.

• Participate in the testing of system updates and enhancements.

• Build colleague trust and display empathy by providing accurate information.

• As needed, assist with Auditing MyHR work for accuracy, and tracking and maintaining processes that support the execution of our objectives and key results (OKRs) around customer satisfaction (CSAT), service level agreements (SLAs) and Quality.

• Support the HR Transformation work by becoming involved in related projects.

You have:

• Contact center or Human Resources experience required

• Consistently demonstrated high-quality quality assurance (QA), service level agreement (SLA), and customer satisfaction (CSAT) delivery and feedback (required)

• A high comfort level with data, metrics, and reporting (required)

• Built credibility with associates and are a valued partner to the Audit team and Team Leads

• Experience and comfort navigating Workday; Workday Reporting is preferred.

• Proven ability to follow existing processes with superior attention to detail.

• Functional skills and leadership behaviors aligned to Guardian's HR Capability Model:

• A natural curiosity to learn about the business, HR function, and industry within which you're working. (Business Acumen)

• Skilled at analyzing data and creating metrics and reports (Data Judgment)

• The ability to fact-find for a complete understanding of colleague concerns, identify colleague's issue and make high-judgement decisions (Strategic Thinking)

• Experience in building relationships and collaborating with colleagues at all levels. (Relationship Management/ Collaboration)

• Exceptional communication and organizational skills and the ability to prioritize in a fast-paced environment (Agility)

• Exceptional communication and organizational skills and the ability to prioritize in a fast-paced environment

• The ability to fact-find for a complete understanding of colleague concerns, identify colleague's issue and make high-judgement decisions

Location:

• Hybrid role - 2 days in office at our Bethlehem, PA, location

• Travel to Guardian offices as determined by the People Leader.

Salary Range

$56,680.00 - $85,015.00

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Our Promise

At Guardian, you'll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Inspire Well-Being

As part of Guardian's Purpose - to inspire well-being - we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues.

Health Care

• Choice of [high deductible/copay] medical plans* with prescription drugs, including coverage for fertility and transgender inclusive benefits

• Dental plan

• Vision plan

• Health care accounts - flexible spending, health reimbursement, and health savings accounts

• Critical illness insurance

Life and Disability Insurance

• Company-paid Life and Disability insurance plus voluntary supplemental coverage

• Accident insurance

Retirement and Financial

• 401(k) retirement plan with a company match, plus an annual age/service-based Company contribution and an annual profit-sharing contribution, if applicable

• Complimentary 1:1 financial guidance with a licensed Fidelity representative

Time Off and Remote Work

• Flexible work arrangements (part in-person/part remote)

• Unlimited paid time off for most roles plus time off for volunteering, jury duty, voting, and bereavement

• Personal holidays for colleagues to use in recognition of religious, cultural, or civic days

• Paid parental leave and paid family and medical leave policies

Emotional Well-being and Work-Life

• Emotional well-being, mental health, and work/life resources powered by Spring Health

• Wellness programs, including fitness program and equipment reimbursement

• Child, adult, and elder back-up care support through Bright Horizons

• Adoption assistance

• College planning

• Tuition reimbursement

• Student loan assistance

• Commuter benefits in select metropolitan areas

Equity & Inclusion

Opportunities to build inclusive and meaningful connections through involvement in colleague-led affinity groups:

• Employee Resource Groups:

• Colleague Connection Committees

• Community Involvement Committees

A culture that encourages colleagues to bring their authentic selves to work

• Voluntary self-ID

• Pronunciation and phonetic spelling of names

Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.

Equal Employment Opportunity

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Accommodations

Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact applicant_accommodation@glic.com .

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.

Every day, Guardian helps our 29 million customers realize their dreams through a range of insurance and financial products and services. Our Purpose, to inspire well-being, guides our dedication to the colleagues, consumers, and communities we serve. We know that people count, and we go above and beyond to prepare them for the life they want to live, focusing on their overall well-being - mind, body, and wallet. As one of the largest mutual insurance companies, we put our customers first. Behind every bright future is a GuardianTM. Learn more about Guardian at guardianlife.com .