Job Overview:

This role initiates and manages the end-to-end process of new hire onboarding and/or internal mobility management with a focus on a positive customer experience and meeting clearance and orientation deadlines, while ensuring regulatory and RWJBH policy compliance. These activities include welcoming the new hire and guiding them through the onboarding process, resolving any new hire inquiries, coordinating with other departments and vendor partner(s), ensuring all onboarding steps are completed correctly and initiating creation of the new hire’s personnel file. This role also manages the end-to-end process of intra-system transfers with a focus on delivering a positive customer (new hire, employee and manager) experience, providing accurate and timely information about changes due to the transfer, while ensuring regulatory and RWJBH policy compliance. These activities include coordinating with other HR teams or escalating complex issues for resolution and the ongoing maintenance of information and documentation in Service Now, Position Manager and other HR and onboarding systems. Collaboration and establishment of positive relationships with other members of the HR team, payroll, Corporate Care, benefits teams, and outside vendors and is critical to ensuring positive new hire, employee and manager experiences. Also, a drive to deliver superior customer service, strong teamwork, and personal accountability to meet or exceed, SLAs, and individual goals and performance metrics is critical to success.

Qualifications:

Required:

• Associates degree or commensurate business experience required.
• 1-3 years of relevant human resources, talent acquisition or related work experience required.
• Strong desire and ability to provide excellent customer service to internal and external customers by holding oneself accountable to providing timely, accurate and consistent responses.
• Demonstrated technological acuity and ability to manage competing priorities and tasks in a fast-paced environment to meet deadlines while ensuring a positive customer experience.
• Strong written and verbal communication skills including ability to alter communication styles to deliver information to the audience in the easiest manner for them to understand.
• High degree of personal organization and accuracy in work product, with minimal errors and the ability to effectively communicate updates and manage customer expectations for issue resolution.
• Ability to use interpersonal savvy to develop productive, collaborative, trust-based working relationships with others to drive results.
• Initiative and drive to deliver results by ensuring positive internal and external customer experience while meeting SLAs and individual goals.

Preferred:

• Healthcare industry preferred, but not required.

Scheduling Requirements:

• 8A-5P, M-F/Full-Time, Day
• Hybrid Schedule- Somerset, NJ. Approx two days onsite, three days remote, subject to change.

Essential Functions

• Execute an effective and efficient new hire onboarding and/or intra-system transfer process, while ensuring the consistency of a positive new hire, employee and manager (customer) experience, to meet obligations with respect to high levels of customer satisfaction, regulatory and RWJBH policy compliance, creation of personnel file, and accurate, thorough information collection and system documentation in all onboarding and HR systems.
• Collaborates and communicates well with team members, internal and external customers, and leverages feedback to continually improve effectiveness and customer experience.
• Responds within pre-determined SLAs (service level agreements) to new hire or employee inquiry, complaint, or request, asks questions to ensure full understanding of issue, then provides an accurate, timely and thorough response to support a positive new hire or employee experience.
• Ability to develop a strong rapport with the customer by listening and questioning to fully understand the issue, then responding in a way that is easiest for the customer to understand.
• Leverages policies, procedures, and technology to meet/exceed SLAs, personal goals and deliver a positive customer experience.
• Partners with external vendors, payroll, talent acquisition, benefits, and other members of HR teams to ensure positive customer experience and efficient and effective execution of onboarding and transfer activities in compliance with regulatory and company standards.
• Understands processes and protocols for when to escalate inquiries or concerns on matters related to onboarding, transfers and the customer experience.

• Looks for process improvement opportunities to improve personal and operational effectiveness and customer experience. Proposes recommendations to the Director of Onboarding, as applicable.

• Participates as a team member to ensure a customer-focused, high-performance, and inclusive work environment.
• Other duties as assigned.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.