DescriptionRole Overview & Purpose
The Rewards Administrator manages Tier 2 administrative transactions in the HR System (Fusion). Administrators are also responsible in ensuring they process their cases timely, correctly, and adhere to all performance requirements. The role will report to the Assistant Manager - Reward and will work closely with other HR SSC Teams (especially Tier 1)
Job Description
- Provides Tier 2 support from Simple to Complex requests submitted by Pearson employees, former employees, and vendors to broad HR related processes and systems
- Processes HR transactions in Fusion and other HR technologies, as requested
- Resolves HR process and policy questions and colleague issues through multiple communication channels that are beyond the Tier 1 Support (e.g HR Operational Reports, Processing of requests more than 10 entries via Mass Upload etc.)
- Leverages knowledge management solutions to complete inquiries and transactions
- Works to meet expected service levels and business performance goals
- Escalates client service issues to the appropriate party
- Documents all cases in the case management system
- Ensures consistent application of HR policies and state, federal, and/or country laws and practices
- Demonstrate empathy to the colleague’s situation and speaks in a manner/tone the colleague can understand and relate with
- Supports change programs and initiatives. Develops understanding of HR operations
- Participates in scheduled and ad hoc training to improve HR and business acumen
- Supports colleague engagement and cultural programs and initiatives
- Performs special projects and related duties, as assigned
- Responsible for the daily service operations. Ensure effective, fair and consistent administration including adherence to policies and procedures and meeting service levels
- Responsible for achieving all personal performance targets set by Team Lead – link to service targets. Conduct performance appraisals with Team Lead and take appropriate action