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This position is responsible for providing exceptional service and support directly to employees and restaurant managers to enable access to and use / understanding of reward programs at Darden. The position requires a complete understanding of all reward programs (wages, salary, bonus, equity, health & welfare programs, retirement & savings plans, and voluntary benefit programs), processes that deliver these programs, and tools that provide employees and people leaders access to information / education about these programs.
ROLES AND RESPONSIBILITIES:
Employees in this job will:
-Answer inquiries (phone, e-mail, fax) from employees and people leaders about their reward programs, exhibiting a breadth and depth of knowledge to enable first contact resolution for 80% of all inquiries
-Assess the situation / evaluate the nature of the inquiry through appropriate questions and by assessing information in multiple Darden and third party systems.
-Use judgment to determine appropriate resolution or need to escalate
-Make necessary changes to records in appropriate systems
-Document the nature and resolution of the contact in the call tracking system (Magic); Resolve and close short form contacts; Route long form issues to Admin team as appropriate for processing
-At the point of contact, educate employees and people leaders on the nature of their reward programs, how to maximize the value derived from these programs and on the tools available to support their understanding / use of the them
REQUIRED TECHNICAL SKILLS:
-Minimum 3 years combined experience in two or more of the following: Payroll Processing, Benefits Administration or Compensation Administration
-PeopleSoft Payroll / Benefits / Compensation experience required
-Thorough understanding of the nature of base pay, incentive, equity, Health & Welfare, Retirement and voluntary benefit programs; Ability to learn the specifics of these programs at Darden and distinguish the differences in these programs among employee groups
-Thorough understanding of the processes supporting reward programs at Darden, including open enrollment, new hire enrollment, change in family status, new hire pay records (w-4, direct deposit, pay cards) and year end payroll processing (W-2, T-4)
-Thorough understanding of the tools available to employees and people leaders to access information about or generate transactions relating to reward programs and ability to access and use these tools, both as an employee / people leader would use them and to provide support
-High School diploma
OTHER KEY QUALIFICATIONS:
-Excellent customer service skills; Ability to function as an empathetic and supportive advocate for the employee / people leader
-Strong communication and analytical skills; Ability to understand, evaluate and determine resolution of sensitive situations, while maintaining composure at all times.
-Ability to handle sensitive information confidentially.
-Ability to handle multiple tasks in a fast paced environment while using sound judgment to make fair, sound decisions.
-Ability to interact with all levels of DRI management.
-Ability to learn quickly when facing new problems; a relentless and versatile learner; open to change; creative in crafting solutions; enjoys the challenge of unfamiliar tasks.
PREFERRED SKILLS AND EXPERIENCE:
-Associates / Bachelors Degree in HR preferred
-Bilingual (Spanish/English) abilities a plus
This position is not open to Search Firms