We are seeking a Senior HR Operations Specialist to join our HR Shared Services team. This Tier 2 role provides advanced operational support for complex HR inquiries, transactions, and escalations that require deeper expertise, sound judgment, and cross-functional coordination beyond Tier 1 support.
The Senior HR Operations Specialist is responsible for resolving exception-based and sensitive issues, ensuring consistent application of HR policies and processes, and identifying root causes that reduce rework and improve service delivery. This role partners closely with HR Transformation & Operations, HR Technology, Payroll, Centers of Excellence, and HR Business Partners to strengthen end-to-end process performance.
At Ralliant, this role is critical to stabilizing core HR operations, improving process design, and ensuring the HR operating model functions effectively at scale.
Key Responsibilities
Tier 2 Issue Resolution
- Resolve escalated cases from Tier 1 that require advanced policy interpretation, exception handling, cross-functional coordination, review of historical transactions or employee records, or elevated judgment and sensitivity.
- Manage complex issues across payroll, benefits, leave and absence, HR data, and related processes.
- Own cases end to end, ensuring accurate resolution, timely follow-up, and clear communication with employees, managers, and internal stakeholders.
- Serve as a trusted escalation point while minimizing unnecessary handoffs to HR Business Partners and Centers of Excellence.
HR Systems, Data & Operational Execution
- Execute complex HR transactions in core systems (e.g., Oracle, ServiceNow)
- Analyze and resolve data integrity issues across systems and processes
- Create, generate, and analyze standard and ad hoc reports to support operational decision-making and issue resolution.
- Identify root causes of recurring errors, system gaps, and manual workarounds
- Ensure compliance with established controls, policies, and audit requirements
- Partner with HR Tech and HRTO to test, validate, and refine system or process changes
Escalation Management & Cross-Functional Coordination
- Act as the primary owner for Tier 2 cases, coordinating across Payroll, Total Rewards, Employee Relations, Legal, Centers of Excellence, HR Technology, and HR Business Partners as needed.
- Set clear expectations with employees and managers regarding resolution timelines and next steps
- Resolve issues effectively, reducing re-escalation, repeat contacts, and case recycling.
- Escalate to Tier 3 or specialized teams only when appropriate and with complete context, documentation, and recommended next steps.
Process Improvement, Simplification & Automation
- Identify systemic issues through analysis of case trends, escalations, and rework
- Translate operational challenges into clear problem statements and improvement opportunities
- Recommend and support solutions that strengthen controls, simplify workflows and decision points, reduce manual effort and error risk, and enable automation and self-service.
- Partner with HRTO, HR Tech, and COEs to drive scalable improvements
- Support process stabilization, redesign initiatives, and continuous improvement efforts (e.g., RBS tools)
Knowledge Management & Tier 1 Enablement
- Strengthen Tier 1 capability by improving knowledge articles, standard operating procedures, decision frameworks, escalation criteria, and guidance on recurring issues and trends.
- Reinforce consistent application of HR policies and practices
- Improve upstream resolution rates by reducing avoidable escalations
Customer Experience & Professional Standards
- Manage complex and sensitive interactions with professionalism, empathy, and clarity
- Maintain strict confidentiality and data privacy standards
- Represent HR as a unified function, ensuring seamless and consistent communication
- Balance employee experience with operational discipline and policy adherence
- Model and reinforce Ralliant’s HR operating model through day-to-day execution
What Success Looks Like
- Timely and accurate resolution of complex Tier 2 cases
- Measurable reduction in repeat escalations and chronic issue areas
- Improved quality of Tier 1 inputs, knowledge content, and case handling
- Reduced defects, rework, and downstream corrections
- Clear visibility into systemic risks and improvement opportunities
- Strong, trusted partnerships across HRTO, HR Tech, and functional teams
Required Qualifications
- Bachelor’s degree in Human Resources, Business, or related field (or equivalent experience)
- 3–6 years of experience in HR operations, shared services, payroll, benefits, HR systems, or complex case management in a process-driven environment.
- Strong experience using HR systems such as Oracle, ServiceNow, Workday, or similar platforms.
- Demonstrated ability to manage and resolve complex, cross-functional issues
- Strong analytical thinking and written communication skills
- Ability to communicate clearly and effectively in English, both verbally and in writing, is essential for success in this role
- Ability to operate effectively in ambiguous or exception-based scenarios
Key Skills & Attributes
- Strong operational judgment and structured problem-solving capability
- Ability to identify root causes and drive sustainable solutions
- Comfortable working across teams, systems, and processes
- Clear and composed communicator in high-impact situations
- Continuous improvement mindset with focus on simplification and scalability
- Ability to balance employee experience with consistency, controls, and compliance
Why This Role Matters at Ralliant
As Ralliant continues to scale in a post-spin environment, the Tier 2 HR Operations Specialist plays a critical role in:
- Stabilizing and strengthening core HR operations
- Reducing escalation volume and dependency on HRBPs and COEs
- Improving data quality, system reliability, and process consistency
- Enabling safe and sustainable adoption of automation, self-service, and AI
- Ensuring the HR operating model is executed effectively in practice
- This is a critical problem-solving and continuous improvement role focused on ensuring HR services are reliable, scalable, compliant, and consistently aligned to the HR operating model.
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