The HR Shared Services Administrator plays a key role in supporting the efficient delivery of HR services by managing employee documentation, maintaining accurate records, responding to HR-related queries, and ensuring compliance with internal processes and service level agreements. The role requires a highly organized individual with strong administrative capabilities, excellent attention to detail, and experience working within a fast-paced, metrics-driven environment.
The successful candidate will be responsible for the management of both physical and electronic HR documentation, conducting audits to identify missing paperwork, creating and managing cases within ServiceNow, and collaborating with internal stakeholders to resolve documentation and process-related issues. This position is well suited to an individual with previous clerical, administrative, or shared services experience who thrives in a structured environment and is committed to delivering high-quality customer service.
Key Responsibilities
HR Administration and Documentation
Maintain accurate and up-to-date employee records in accordance with company policies and data protection requirements.
Organize, file, archive, and retrieve physical HR documentation as required.
Prepare, process, and distribute HR-related correspondence and documentation through internal and external mail services.
Track and monitor the receipt and return of critical employee documentation.
Ensure all employee files are complete, accurate, and compliant with organizational standards.
Audits and Compliance
Conduct regular audits of employee records to identify missing, incomplete, or inaccurate documentation.
Investigate discrepancies and take appropriate action to obtain required paperwork.
Maintain audit logs and provide reporting on documentation compliance and completion rates.
Support internal compliance initiatives by ensuring documentation standards are consistently met.
HR Customer Support
Respond to employee and stakeholder HR queries in a professional, timely, and customer-focused manner.
Provide guidance on HR processes, documentation requirements, and administrative procedures.
Maintain a high level of service excellence while managing multiple priorities and deadlines.
Performance and Continuous Improvement
Work effectively within a KPI and service-level-driven environment.
Meet or exceed productivity, quality, and turnaround targets.
Identify opportunities to improve administrative processes and service delivery.
Contribute to team objectives and continuous improvement initiatives within the HR Shared Services function.
Required Skills and Experience
Essential
- Previous experience in an HR Shared Services, administrative, clerical, or office support role.
- Experience managing filing systems, document control, and administrative records.
- Experience handling physical documentation, mailing processes, and record tracking.
- Strong organizational and time-management skills with the ability to manage multiple tasks simultaneously.
- Excellent attention to detail and commitment to data accuracy.
- Experience working within a ticketing or case management environment.
- Strong verbal and written communication skills.
- Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.
- Ability to work effectively against established KPIs, service levels, and productivity targets.
- Demonstrated customer service orientation and stakeholder management skills.
Preferred
- Previous experience within an HR Shared Services environment.
- Experience using ServiceNow or a similar case management platform.
- Knowledge of HR administration processes and employee lifecycle documentation.
- Understanding of document retention and data protection requirements.
