Posting Title: HR Shared Services Consultant – Talent Development Operations

Reports To: Manager, HR Shared Services & Talent Programs

Location: San Jose, California (Hybrid)

Salary Range: $80,000 to $100,000

Final determination of a successful candidate’s starting pay will vary based on a number of factors, including market location and may vary depending on job-related knowledge, skills, education and experience. The pay scale listed for this position is generally for candidates that meet the specified qualifications and requirements listed on this specific job description. We provide a competitive compensation package that recognizes your experience, credentials, and education alongside a robust benefits program to meet your needs. Our compensation reflects the cost of labor across several US geographic markets.

WHO WE ARE

For nearly 70 years, Cupertino Electric, Inc. (CEI) has been powered by people who’ve built a reputation for delivering high-profile, complex projects. Real, tangible things that alter the landscape and improve lives. But even more than that, we’ve built a reputation for integrity. We’re problem solvers and innovation seekers. We’re team players and safety fanatics. And we always—always—do the right thing. Even when no one is looking. Because what we do here is important, but how we do it is everything.

THE PEOPLE TEAM

To be a truly great company, you need great people, and you need to put them first. The People Team at Cupertino Electric helps employees create and achieve unlimited possibilities for themselves and the company. With services like internal communications, marketing, talent management, employee relations, and total rewards, the People Team supports the nearly 4,000 employees at CEI who safely engineer and build complex commercial, data center and energy projects across the United States.

ABOUT THE ROLE

As a Shared Services Consultant, you will spend your time providing daily support to HR Team Members and executing the mission of the Shared Services Center. You will be supporting the creation, implementation, and continuous improvement of the Shared Services strategy.

SCOPE :

Accountable for establishing and administering key human resources processes and programs.

Talent Development Operations:

• Partner with Talent Development and Operations Development Program in conducting learning and training activities.

• Conduct system administration and reporting for training and learning programs. (Paycor, Amplify, etc.)

• Learning Management System (LMS) Administration

• Administer and optimize the company's LMS, including the creation of learning paths, assessments, and enrollments, ensuring its alignment with talent development best practices.

• Implement quality assurance processes to maintain data accuracy and system performance.

• Identify areas for improvement and manage initiatives to enhance the technical capabilities of the LMS.

• Create and maintain reports in our learning systems.

• Consult with stakeholders on business reporting and design and build ad-hoc reports as needed.

• Technical Support, Problem-Solving and Continuous Improvement

• Provide expert technical support to learners and instructors, addressing complex technical challenges.

• Diagnose and resolve technical issues efficiently, applying a problem-solving mindset.

• Partner with cross-functional teams to implement innovative solutions to technical problems.

• Serve as point of contact for employees, managers, and external parties to provide information regarding HR Shared Services processes, procedures, and service offerings.

Shared Services Operations :

• Utilize a variety of documented procedures and technology tools to manage and coordinate the processing and execution of time-sensitive HR process activities and transactions.

• Fields complex inbound cases while delivering quality service and creating a positive customer experience.  

• Applies critical thinking and dynamic listening skills to effectively diagnose Team Member needs and to determine key details to document. 

• Communicates policies and processes and provides information in response to inquiries. 

• Develops exceptional understanding of relevant HR processes to ensure accurate, insightful customer responses. 

• Demonstrates broad knowledge of the Shared Services’ work and its implications across the organization. 

• Ensures accurate processes for items such as new hire entry, status changes and employment data while ensuring personnel actions follow current policies and guidelines.

• Responsible for adhering to and driving the CEI culture through values and customer service standards.

• Accountable for outstanding customer service to all external and internal customers

• Develops and maintains effective relationships through effective and timely communication.

• Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner.

• Serve as first-line customer facing Point of Contact for a variety of centralized and standardized customer services. Answer incoming phone calls and emails and aim for the highest level of customer satisfaction through “first call/contact resolution”. Use discretion to escalate as needed.

• Effectively execute all duties while balancing the needs of the customer as well as programmatic requirements. Interact with and greet customers in a proactive, friendly, professional, and service based manner.          

• Collaborate with HR Shared Services colleagues and partner with stakeholder groups/functions for the effective delivery of customer services.

• Performs other job-related duties as assigned.

Documentation and Record Keeping:

• Prepare and maintain documentation, files, and materials in a timely manner.

• Audit and maintain data entry for all transactions ensuring the highest level of data quality, integrity and accuracy.

Data Analysis :

• Recommends options for tracking, reporting, and analyzing HR data. 

• Runs scheduled reports and creates ad hoc reports as needed.

Process Improvement:

• Suggests ways to improve Shared Services effectiveness. 

• Identifies opportunities for improving Human Resources processes through information systems changes, audit creation and ongoing process reviews.

Complexity

• Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships.

Supervision

• Normally receives general instructions on routine work, detailed instructions on new projects or assignments.

ABOUT YOU

• Demonstrated dependability and sense of urgency.

• Highly resourceful team-player with the ability to work autonomously.

• Ability to provide basic technical support, instruction, and guidance on a variety of administrative procedures to a broad range of audiences.

• Demonstrated ability to engage and interact with customers in a proactive, friendly, professional, and respectful manner at all times.

• Proven ability to interact patiently and diplomatically with people from a variety of cultures and backgrounds and to effectively communicate with individuals who may have varied levels of English language proficiency.

• Ability to document, modify, and maintain detailed and accurate procedures for tasks.

• Excellent customer service skills with focus on high customer satisfaction through first call, ticketing or email resolution, response and escalation protocols, professionalism, service quality and integrity.

• Excellent communication skills with the ability to produce high-quality work (documents, reports, correspondence) that is concise, logical and grammatically correct.

• Experience reviewing the work of self to ensure quality and accuracy.

• Ability to use excellent judgment and exercise discretion in carrying out duties related to confidential matters.

• Self-motivated, flexible and ability to work with minimal limited direction on assigned tasks and assignments.

• Ability to effectively manage own workload.

• Excellent attention to detail, multi-tasking and organizational skills with ability to establish effective task tracking systems.

• Strong work ethic and demonstrated experience in working as an active team member; experience interacting with employees and managers as well as external parties, serving as primary contact point regarding major customer service functions.

• Problem-solving skills with the ability to comprehend and interpret administrative requirements.

• Ability to work with a high degree of confidentiality and discretion.

• Demonstrated experience in performing duties within a highly detail-oriented position, with ability to prioritize and handle multiple priorities and projects.

• Computer skills and experience using a variety of technology tools and applications specific to HR and Office 365.

• In-depth knowledge of Learning Management Systems (LMS) and e-learning tools

• Familiarity with talent development best practices and industry standards

MINIMUM QUALIFICATIONS

Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.

Education: Bachelor’s Degree in Business Administration or similar related fields. HR certification (e.g., SHRM-CP, HRCI) is preferred.

Experience: Two (2) years of experience in technical operations or learning and development administration and support or related HR roles, preferably in HR shared services operations.

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PLEASE NOTE: CEI will never ask for any money or financial information from applicants during the hiring process. To learn more about "job scams" how to avoid them, click here. (https://consumer.ftc.gov/articles/job-scams)

CEI is a place where every single person can—and does—have an impact on the work we do and the communities we serve. Here, you can build your own story and grow to your full potential. You can collaborate and celebrate with amazing people. And you’ll go home every day knowing you helped contribute to important work that shapes people’s lives. Our commercial, data center and energy projects may be complex, but our approach is simple. We build great things and we do it with great people.

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department, program or project needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

Cupertino Electric, Inc. (CEI) is proud to be an Equal Employment Opportunity and affirmative action employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

Cupertino Electric Inc. aims to make cei.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, please contact us at ceijobs@cei.com or 1-(877)-747-4CEI.

Cupertino Electric, Inc. (CEI) is proud to be an Equal Employment Opportunity and affirmative action employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.