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Senior HR Shared Services Representative at Guardian Life Insruance in Bethlehem, Pennsylvania

Posted in General Business 30+ days ago.

Type: Full-Time

Job Description:

Position Objective / Summary:

The Senior Shared Services Representative provides a high touch client experience by delivering Workday, Saba, Taleo and technology support as well as reporting solutions to our clients. The position is the point of contact for the accurate and timely resolution of MyHR Tier 2 complex and urgent requests.

Position Responsibilities:

  • Develops, delivers, and maintains Workday data and reporting solutions to address client requests.

  • Actively participates in the Workday project life cycle, with a strong emphasis in testing and deployment activities.

  • Collaborates with the Workday and HRIS Business Services team to support Workday functionality and perform all administrative functions required to service clients

  • Partner with HR clients to confirm/refine business requirements for reporting. Design, develop, and maintain reports to expand the reporting, dashboard, and analytics footprint.

  • Performs research on problems, separating the symptoms from the actual cause, and identifies corrective measures. Implements and documents solutions.

  • Offer a high touch client experience by managing escalated, technical, and urgent system and reporting requests through completion and within established workflows, SOPs, and protocol. Ensures necessary follow-up to improve client satisfaction.

  • Provides consultative support to employees, managers, the HR partners, Tier 1 reps and Management.

  • Contributes to knowledge management capital through activities such as sharing documented lessons learned, facilitation of Workday knowledge sharing sessions, and creates knowledge documents.

  • Mentor Tier 1 reps, onboard trainee representatives, audit trainee cases, and identify training opportunities to enhance trainee's performance.

  • Work closely with Tier 1 reps to document/identify process improvements and current trends/issues to improve the client experience while gaining operational efficiency and productivity.

  • Participate in projects and lead MyHR internal projects.

  • Ability to work flexible schedule as needed to meet business needs

Reporting Relationships:

  • This position reports to the Assistant Vice President, HR Shared Services.

Candidate Qualifications:

Functional Skills

  • Minimum of 3 years of relevant client interaction skills with a progression of resolving more complex and challenging client interactions.

  • Project management skills

  • Creation of test scripts

  • Exceptional client satisfaction skills

  • Excellent problem-solving skills, analytical skills and communication skills

  • Ability to multi-task and prioritize work assignments and projects based on urgency and severity

  • Ability to adapt to a fast-paced, changing environment

  • Strong written and verbal communication skills

  • Demonstrated coaching skills

  • Ability to work in a team environment

Leadership Behaviors

  • Continuously strives to provide superior products and customer service

  • Displays technical and functional competence and expertise

  • Demonstrates self-awareness and embraces feedback

  • Proactively looks at new and different ways of approaching work

Position Qualifications:

  • Minimum of 2 years of Workday administration and reporting knowledge

  • Minimum of 3 years of customer service skills with a progression of handling more complex and challenging client interactions.

  • Strong Microsoft Word, Excel, PowerPoint skills

  • Bachelor's Degree or equivalent work experience


  • Medical, dental, vision, and prescription plans

  • Competitive salary

  • 401k

  • Attractive Paid Time Off (PTO)

  • Life and disability insurance

  • Tuition assistance program

  • Wellness discounts

Philanthropic Opportunities

Social responsibility is part of our mission. It stems from our corporate values of putting people first, doing the right thing, and holding ourselves to high standards. As a company and as employees, we are engaged in a variety of initiatives such as volunteering within our local communities, educational alliances with colleges, focusing on sustainability, and promoting diversity and inclusion.


  • Travel will be required to other offices. Approximately 10% or less.

About Guardian:

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Guardian® is a registered trademark of the Guardian Life Insurance Company of America.