Senior HR Representative

About the role

The Senior Human Resources (HR) Representative serves as a primary point of contact for visitors and callers to Human Resources, providing accurate information, guidance, and support on routine HR matters. This role also supports a wide range of HR functions including benefits, leave administration, recognition programs, recruiting, and Human Capital Management (HCM).

Responsibilities

• Serves as a primary point of contact for visitors and callers to Human Resources, delivering one-and-done service to team members.
• Provides accurate information, guidance and support on routine HR matters.
• Demonstrates versatility in supporting a wide range of HR functions, including benefits, leave administration, recognition programs, recruiting, and Human Capital Management (HCM).
• Administers HR programs (i.e. Unemployment Insurance (UI) claims, employment verification, tuition reimbursement, team member recognition, I-9 recertification and compliance audits), and other key initiatives.
• Maintain and update program documentation and Standard Operating Procedures (SOPs).
• Conducts process reviews and makes recommendations to enhance efficiency and streamline operation processes.
• Monitor and document visitor and caller interactions within the case management system to ensure accurate tracking of inquiries, resolutions, and follow-ups.
• Lead the team in effectively logging and managing cases, resolving escalated matters directly or referring them to the appropriate departments.
• Analyze case data to identify trends, generate reports, and provide actionable insights and recommendations to leadership.
• Collaborate both within the team and cross-functionally to ensure timely case resolution in alignment with established service level agreements (SLAs).
• Support HR Representatives by providing tools training and ongoing guidance to support effective performance.
• Lead the team in the absence of the HR Operations Supervisor, ensuring continuity in daily operations.
• Collaborate with the HRIS team to ensure the HCM data accuracy and support team members with employee self-service.
• Affords assistance with data audits, corrections, and team member file reviews.
• Performs other duties as assigned to support the efficient operation of the department.

Requirements

• Bachelor's degree in business administration or related field required.
• 3 years of experience in an HR support role required.
• HR Generalist experience preferred.
• Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.
• Experience in the Hotel/Casino/Hospitality industry or other customer/guest experience preferred.
• Experience working with Workday (HCM system) preferred.

Qualifications

• Understanding of HR policies and procedures.
• Strong understanding of customer service principles and how they apply within HR contexts.
• Capable of working both independently and collaboratively in dynamic environments.
• Highly adaptable to changing priorities.
• Skilled in fostering positive relationships across teams.
• Demonstrated success in driving process improvement and effective partner to support business changes.
• Analytical, data driven/process approaches.
• Strong attention to detail and accurate work product.
• Excellent oral and written communication skills.
• Strong problem-solving skills, creative thinking, and sound decision-making.
• Proven ability to handle confidential information with discretion and be adaptable to various competing demands.
• Proficiency in Microsoft Suite.
• Bilingual in Spanish or other languages a plus.
• Proven ability to train others effectively.

Skills and Abilities

• Understanding of HR policies and procedures.
• Strong understanding of customer service principles and how they apply within HR contexts.
• Capable of working both independently and collaboratively in dynamic environments.
• Highly adaptable to changing priorities.
• Skilled in fostering positive relationships across teams.
• Demonstrated success in driving process improvement and effective partner to support business changes.
• Analytical, data driven/process approaches.
• Strong attention to detail and accurate work product.
• Excellent oral and written communication skills.
• Strong problem-solving skills, creative thinking, and sound decision-making.
• Proven ability to handle confidential information with discretion and be adaptable to various competing demands.
• Proficiency in Microsoft Suite.
• Bilingual in Spanish or other languages a plus.
• Proven ability to train others effectively.

Physical Requirements/Working Conditions

• Primary work environment is in a climate-controlled office setting.
• Work requires travel to attend meetings, trade shows, and conferences.
• Incumbents may be required to work evening, weekend and holiday shifts.
• Must be able to work in a fast-paced, high-demand environment.
• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
• Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
• The employee may be exposed to fumes or airborne particles including secondhand smoke.