HR Operations Representative

ANSYS is the global leader in engineering simulation, helping the world’s most innovative companies deliver radically better products to their customers. By offering the best and broadest portfolio of engineering simulation software, ANSYS helps companies solve the most complex design challenges and engineer products limited only by imagination.

SUMMARY
The HR Operations Representative is a key position within the HR and Payroll Service Delivery team of ANSYS’ HR Services (HRS), a customer focused service organization that provides HR and Payroll services to employees across the Company. The HR Ops rep is responsible for consistently delivering best in class HR related transaction services to support ANSYS.  This position serves as the first point of contact for customers contacting HRS and is responsible for working with the HRS staff and knowledge management system to resolve a broad scope of inquiries related to HR services. The position leverages an innovative case management system for tracking requests and may transfer or escalate cases to other HRS parties for efficient issue resolution. The primary goal of the HR Operations Representative is to demonstrate effective issue resolution, ensuring high levels of customer satisfaction and operational efficiencies across HRS operations.

RESPONSIBILITIES
• Ensure all relevant procedural/legislative requirements are fulfilled while delivering a quality and cost-effective service to customers
• Identify and communicate leading practices and innovative approaches and tools for service delivery into HRS operations
• Support HR Specialists and Leads with establishing and improving defined HR procedures and processes to efficiently and accurately meet production and performance goals
• Support adoption of HRS knowledge management and self-service capabilities
• Partner with HR Specialist to refine HR service delivery
• Provide prompt assistance to customers for HR transactions while appropriately tracking and documenting inquires within HRS’ case management system
• Inform updates of HRS’ knowledge management solution to ensure latest information is included from an HR perspective
• Identify process improvement opportunities across end-to-end HRS processes, and support process and technology driven business process reengineering initiatives
• Ensure HR transactional services are being delivered in a consistent and efficient manner
• Conduct intake for all HR related inquiries and escalate to appropriate parties, as necessary
• Ensure timely resolution of cases and follow through cases to completion to provide best customer experience
•Track and monitor cases to identify root cause of issues

MINIMUM QUALIFICATIONS
• Associate’s Degree in a related field from an accredited college or university
• 1-2 years of experience in a customer service focused role
• Knowledge of call/service center operations, including customer service and issue resolution
• Case management system operations
• Basic knowledge of general HR/Payroll practices, policies and procedures
• Possess specialized, in-depth knowledge of (Function) processes, policies and practices
• Knowledge of HRIS and case management/ticketing software
•Demonstrated proficiency in Microsoft Office including Excel, Word and PowerPoint

PREFERRED QUALIFICATIONS
• Bachelor’s degree in a related field from an accredited college or university
• PHR, SHRM-CP. SHRM-SCP, SPHR, or an equivalent professional qualification
• Experience working in a Human Resources department preferred