HR Shared Services Associate

Role Summary

The HR Shared Services Associate provides frontline HR transaction and support services for all divisions within Amwins, delivering accurate and timely processing while ensuring a positive employee experience. This role executes core HR processes, responds to employee inquiries, and supports compliance efforts across the employee lifecycle.

Key Responsibilities

• Process new hire cases in ServiceNow and ADP, including I-9s, retrieving signed offer documents, completing background checks, and entering a complete employee profile before payroll cutoff
• Process employee data changes in all relevant HR systems, including manager updates, pay changes, transfers, and organizational changes.
• Process terminations in ADP from ServiceNow notifications, complete required state-specific and offboarding documentation, and close out tasks assigned to HR, Payroll, and other support teams.
• Respond to state unemployment claims, hearings, decisions, and wage audits through the ADP claims portal using approved SOPs. Coordinate with Payroll Tax and the ADP claims team on POAs and fraudulent claims.
• Review and process employee self-service requests in ADP Lyric, including address, legal and preferred name, and demographic changes.
• Perform audits of employee records, organizational changes, pay changes, and new hire transactions to ensure data accuracy and compliance across HR systems.
• Respond to employee and manager HR inquiries via Five9 and ServiceNow (SNOW), escalating when appropriate.
• Coordinate with Payroll to process spot bonuses and employee assistance requests
• Process Verification of Employment (VOE) requests accurately and promptly.
• Initiate leave inquiries and coordinate with the LOA team to ensure proper handoff and resolution.
• Support high volume changes by processing and auditing promotions, pay increases, branch moves, and team moves.
• Draft promotion and transfer agreements using approved templates and guidelines.
• Maintain documentation and follow defined HR Shared Services procedures to ensure consistency and compliance.

Required Qualifications

• 1+ years of experience in HR operations, shared services, payroll, benefits administration, or a related HR function
• Experience working in HR systems (e.g., ADP, Workday, or similar) and case management platforms (e.g., ServiceNow)
• Strong attention to detail with a high degree of accuracy in processing HR transactions and maintaining data integrity
• Ability to manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment
• Customer-focused mindset with demonstrated ability to provide responsive, high-quality service to employees and managers
• Strong written and verbal communication skills, including the ability to explain HR processes clearly and professionally
• Ability to handle sensitive and confidential information with discretion