National General Insurance
Job Summary
The Talent Acquisition Operation Service Analyst II performs operational and customer services for the entire TA department. The role includes troubleshooting and providing solutions to hiring processes, compliance monitoring, managing customer inquiries, and assisting in special projects.
The Operation Service Sr Analyst serves as a liaison between candidates, TA, technical support, and various HR departments. The role works closely with certain key vendors to integrate and manage the flow of work.
Key Responsibilities
Vendor Management
- Manages day-to-day vendor relations with Kelly Services vendor (enterprise’s clerical and non-professional contingent labor solution) and Sterling (enterprise drug and background solution)
- Reviews, analyzes, and recommends improvements on vendor performance against service level metrics and agreements to ensure quality and efficiency attend weekly vendor calls to address performance issues
- Manages Tier 2 customer services issues relating to Sterling and Kelly Services and serve as escalation for the Talent Acquisition team; responsible for solving issues
Compliance and Process Improvement
- Reviews and assists with compliance auditing (i.e. hire file, salary analysis, I-9)
- Tracks and monitors weekly new hire welcome correspondence process for home office hires to ensure candidates are getting accurate onboarding data while working closely with the recruiters
- Monitors background process and issues through our background vendor (HireRight)
- Conducts ongoing assessments of processes and make recommendations for improvements
- Participates in TA department and team level projects focused on processes and technology improvements (i.e. HireRight and Workday performance, resolving compliance issues that do not impact provisioning and onboarding, and timeframe of disposition notification of rejected candidates)
- Identifies system or technology tool issues and efficiency gaps and recommend improvements
- Secures and runs business reports to capture key staffing metrics and trends to identify process changes and recruiting practices
Customer Service and Department Inquiries
- Based on daily customer inquiry tracker report, investigates, triages, resolves and develops reports to analyze business practice improvement opportunities
- Serves as a liaison between AskHR and TA and manage escalated customer service issues while exercising independent judgment on viable solutions
- Maintains excellent client relationships with the ability to communicate proactively and consistently with client groups, such as, AskHR, TA employees, and leadership
- Displays a strong consultative approach and ability to establish effective partnerships internally and externally, and at all organizational levels across teams
- Works directly with candidates; as well as , internal relationships with all HRBPs, HRCOE’s, hiring managers and their teams, requires exceptional communication and interpersonal skills
- Possesses advanced knowledge of recruiting functions within an HR organization
- Prepares, coordinates and administers DDI Manager Ready Assessments for candidates
Technology Troubleshooting
- Provides technical, operational, and customer service support to TA members on Workday flow and errors
- Provides consultation on HireRight platform system issues
- Partners with TA and other HR departments, technology organizations, and IBM to build, maintain, redesign, troubleshoot system issues, and recommend improvements
- Manages all TA SharePoint sites by granting permission, editing pages, publishing content, tracking and developing content
- Maintains data integrity of applicant tracking system, Workday and resolve data issues
Projects/Taskforces
- Participates as a key role in projects that result in process improvements Talent Acquisition
- Serves as a Lean Onboarding Core Team member
- Plays a key role in projects, taskforces and COP’s including but not limited to the Core TA Taskforce, Customer Value Proposition project, TA Technology Task Force, Rehabilitation of Correspondences Core Team, and the Hiring Manager Portal Project
- Independently leads projects and/or makes recommendations that result in process improvements for the recruiting function, the client, and/or best practice
- Talent Acquisition IVR Solution co-owner
- Cross-trained on Compliance
Knowledge/Skills/Abilities/Experience
- Bachelor’s Degree
- 0-2 years of related experience
- Experience with balancing routine and non-routine tasks along with ad hoc requests in a deadline sensitive environment
- Intermediate working knowledge of Microsoft Word, Power Point, and Excel
- Ability to troubleshoot and analyze complex data issues to determine root cause
- Strong organizational and time management skills including the ability to complete concurrent tasks in a timely fashion; thrive in a fast paced environment
- Strong interpersonal, written and verbal communication skills
- Excellent client relationship skills to communicate proactively and partner effectively with team leaders, recruiters and others in the organization, and across functional areas
- Time and project management skills
- Detail oriented, creative thinker and strong problem solver