HR Generalist, Employee Service Center

Job Description

REQUIREMENTS

• HR experience in shared services, employee service centers, HR operations, or HR generalist roles supporting managers and/or employees; typically:
  • P1: ~1–2 years relevant experience
  • P2: ~2–4+ years relevant experience, including more complex manager coaching and case ownership
• Demonstrated experience in at least two of the following domains, with working knowledge across several others: performance management, annual review/talent processes, reporting & analytics for HR, Talent Acquisition support, org or job changes, benefits/leave intersections .
• Proficiency with Workday (or similar HRIS) and ServiceNow (or similar case management/ticketing tools) for transactions, reporting, and case tracking.
• Demonstrated ability to triage and route work based on complexity, risk, and business context—not just category labels—and to document decisions clearly.
• Strong written and verbal communication skills, including the ability to create clear manager guidance, email templates, and light documentation/playbooks.
• Proven track record of handling confidential HR information with discretion and sound judgment.

Preferred

• Experience working in or closely with HR Business Partner teams , supporting managers across multiple business groups or functions.
• Prior experience in an HR shared services / tiered support model (Tier 1/2/3) or similar model where routing, SLAs, and escalation accuracy are core to success.
• Comfort creating or iterating on SOPs, playbooks, and triage rules based on case pattern analysis and partner feedback.
• Experience supporting organizational change , re-leveling, or job profile work as a project contributor (project management, documentation, stakeholder prep) alongside HRBPs and COEs.
• Familiarity with key ESC / HRSD metrics (e.g., time-to-resolution, escalation rate, CSAT ) and using data to make recommendations.

RESPONSIBILITIES

• Provide advanced manager coaching, case coordination, and project support across annual review, performance management, talent acquisition, and other management functions
• Partner closely with HRBPs to execute people and talent strategies
• Own intake, triage, and resolution for a large share of routine but nuanced HRBP work—where judgment and HR fluency are required, but a senior HRBP is not.
• Log and track work in ServiceNow to create visibility into patterns, escalation accuracy, and opportunities to push work down to Tier 1/2 with clear SOPs over time.
• Serve as a primary point of contact for mid-level managers for complex but non-strategic HR questions, providing clear guidance rooted in policy, practice, and risk awareness.
• Partner with HRBPs to execute people and talent strategies , including performance, annual review, and org health efforts, ensuring operational details are managed end-to-end.
• Provide manager coaching on topics such as performance conversations, documentation expectations, leave intersections, and change adoption, escalating to HRBP when business strategy, senior leader relationships, or high risk are involved.
• Participate in HRBP team meetings, talent forums, and relevant syncs to stay current on business context and bring insights back into ESC operations.
• Handle a broad portfolio of Tier 3-aligned work – volume and mix shift seasonally based on HR cycles, so not all of this is active at once. Examples include:
  • Reporting & Analytics : adhoc manager and HRBP reports; custom data pulls that require interpretation and narrative for stakeholders.
  • Annual Review : calibration support, tracking and reminders, nominations coordination, documentation prep, and manager guidance on processes and timelines.
  • Performance Management : performance plan logistics, documentation support, case tracking, and manager coaching on process, with clear handoffs to HRBP for high-risk or deeply consultative items.
  • Talent Acquisition Coordination : offer support, complex offer questions, escalation support, and manager updates on pipeline, in partnership with TA and HRBPs.
  • Miscellaneous Requests that require HR judgment and pattern recognition; log and classify these to inform future triage rules and SOP opportunities
  • Apply clear triage rules to determine when work belongs in Tier 1/2, Tier 3, or HRBP; document decisions and escalate appropriately when business strategy, senior leader relationships, or elevated risk are present.
• Support annual and cyclical HR programs (e.g., annual review, org changes, performance cycles, engagement follow-up) by coordinating tasks, tracking progress, enabling managers with templates and guidance, and surfacing risks to HRBPs early.
• Partner with HRBPs and COEs on re-leveling, job profile creation, and reorg documentation , focusing on project management, documentation, and stakeholder prep (while HRBPs retain strategic ownership and decision-making).
• Coordinate with ESC Tier 1/2, Talent Acquisition, Benefits, and other partners to ensure end-to-end case completeness and smooth employee and manager experience across tiers.
• Uphold and contribute to Tier 3 operating norms , including weekly pod standups, monthly calibration with HRBPs, and quarterly development/alignment reviews.
• Support governance for “miscellaneous” work , ensuring Tier 3 remains a judgment-and-intake layer rather than a catch-all; proactively identify emerging categories that warrant new SOPs or routing rules.
• Maintain the highest level of confidentiality and handle sensitive employee and manager information with discretion and integrity.

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