Senior HR Operations Representative

The Senior HR Operations Representative serves as a centralized resource for all employee inquiries and HR operational tasks. This role supports Tier 1 functions, responding to requests via phone, chat, and email, while processing HR transactions in the HCM and managing documentation. The Senior HR Operations Representative also performs key compliance and administrative duties, including employment verifications, payroll exception review, and data reporting to internal stakeholders.

Key Responsibilities

Frontline Support & Intake

• Respond to incoming HR questions via phone, email, chat, and ticketing systems (e.g., ServiceNow)
• Triage non-HR Operations requests to appropriate teams (HRBPs, Payroll, Benefits, Talent, LOA, Employee Relations, Compensation or Leave of Absence teams)
• Educate employees on HR processes, policy interpretations, and available resources
• Answer general questions about company policies, HR procedures, and compliance expectations
• Sort and distribute incoming HR mail to the appropriate functional areas
• Guide employees through self-service tools for time, benefits, payroll, and profile management
• Complete Password resets and phone transfers

Transactional Processing & Case Resolution

• Complete employment transactions (hires, promotions, transfers, terminations, manager changes, pay rate adjustments)
• Review and resolve payroll exceptions, coordinating with Payroll and HR business partners
• Respond to and fulfill employment verifications and support letter requests
• Process and mail medical support notices and ensure compliance with state requirements
• Resolve complex HR cases involving benefits, leave, job changes, or multi-team dependencies
• Maintain detailed documentation in the case management system and ensure timely case closure
• Complete I-9s for remote and office team members
• Maintain company compliance processes to include, but not be limited to, reviewing and completing I-9’s, MVRs, background checks, physicals, and drug tests

Data Integrity, Reporting & Compliance

• Conduct audits and reconcile employee data across systems to ensure accuracy
• Maintain compliance dashboard, support audits, and track completion of required HR documentation
• Send out recurring dashboards and compliance-related reports to operations leaders, HRBPs, and other business units
• Support ad-hoc data requests for HR compliance, regulatory filings, or internal tracking
• Assist in updating SOPs, process guides, and the HR knowledge base

Cross-Functional HR Support

• Serve as the central intake and coordination point for HR inquiries across all departments
• Escalate high-risk or sensitive issues appropriately while owning Tier 1 resolution paths
• Participate in open enrollment, year-end processing, and HR systems enhancements
• Support internal HR projects related to process improvement, automation, and employee experience

• High school diploma or GED required; associate or bachelor’s degree in HR or Business preferred
• 1+ year in HR shared services, operations, or customer service environment
• Experience with HCM (PeopleSoft or another system) and case management systems (ServiceNow or another system) preferred
• Strong interpersonal skills, written and verbal communication, and a service mindset required
• Ability to multitask in a fast-paced, deadline-driven environment with confidentiality and accuracy
• Proficient in Microsoft Excel, Outlook, and Word

Preferred Skills

• Experience processing job data changes and HR compliance documents
• Familiarity with payroll systems, leave administration, and benefit coordination
• Ability to interpret HR policies and procedures to assist with Tier 1 resolution
• Experience drafting or maintaining SOPs and HR process documentation
• Strong analytical mindset with an interest in improving HR operations through technology or process refinement

This position is hybrid and will be based in the Ann Arbor, MI office Monday-Thursday, remote on Friday. 

All your information will be kept confidential according to EEO guidelines