This is a senior-level support role that provides analytical perspective and support for centers of expertise and internal consultants based on daily team intake data. You will proactively analyze data from phone calls, email and internal social media to help drive a self-service model for all employees. Responsible for anticipating and informing business partners and clients of themes and trends received within the division to ultimately provide the greatest impact on our business partners and clients.
Position Compensation Range:
$23.00 - $35.57
Pay Rate Type:
Hourly
Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.
Primary Accountabilities
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- Reviews department data and identifies common themes, trends and insights that internal division partners may be able to act upon.
- Provides timely responses and feedback to centers of expertise regarding program needs based on department data.
- Ensures alignment in creation of materials and communications internal departments. Review program resources and materials and provide feedback to centers of expertise and team to ensure caller trends/themes are considered.
- Reviews escalation data and offers suggestions to centers of expertise for potential training and/or development opportunities for team to help reduce the number of escalation cases.
- Attends division partner meetings and internal liaisons and centers of expertise. Share data, feedback, and suggestions to centers of expertise to consider based on data.
- Offers insights with centers of expertise on perspectives of the team and data to proactively serve our customers on various programs.
- Participates in lessons-learned with centers of expertise to make improvements and to gain efficiencies for future program launches. Partners with internal liaisons to improve program delivery to meet the needs of our business partners.
- Provides front-line support to managers and employees with questions regarding policies, programs, and tools via phone, email and connections during busier times of the calendar year (i.e. performance management, annual enrollment).
- Serves as liaison between employees, managers, benefits unit, and leave administration vendor to facilitate and support processes and issues resolution for all leaves on a limited basis.
Specialized Knowledge & Skills Requirements
- Demonstrated experience providing strategic and analytical planning.
- Solid knowledge and understanding of Microsoft office suite (i.e. Word, PowerPoint, and Excel).
- Demonstrated experience establishing strong relationships with internal division partners by creating an environment for on-going and proactive communication.
- Extensive knowledge and understanding of human resources functional areas and the types of policies and programs that are common in each area.
Licenses
- Not applicable.
Travel Requirements
- Up to 10%.
Physical Requirements
- Work that primarily involves sitting/standing.
Working Conditions
- Not applicable.
Additional Job Description
- Experience in HR, with a focus on supporting HR policies and programs.
- Experience consulting employees on HR policies, programs, and procedures.
- Experience assisting in the development and implementation of HR initiatives and projects.
- Demonstrated technical competence in HR systems; Workday experience preferred.
- Strong knowledge of HR laws, regulations, and best practices.
- Excellent communication and interpersonal skills.
- Proven ability to consult effectively with employees at all levels.
Internal candidates are encouraged to apply regardless of location and will be considered based upon the needs of the role.
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We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture. We encourage those who are passionate about what we do to apply!
We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.
We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.
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