• Serve as a subject matter expert (SME) for Tier 1 HR Service Center processes, policies, and tools. • Provide real-time guidance and escalated support to Tier 1 advisors to ensure accurate and complete resolution of employee inquiries. • Support intake resolution for general HR inquiries, employee data changes, workforce compliance, payroll/timekeeping, and leave-related questions. • Step in to directly handle case work and system transactions for escalation or high profile situations. • Act as process owner for Tier 1 intake workflows, ensuring standard work, consistency, and adherence to SLAs. • Develop, maintain, and validate employee-facing knowledge articles and local work instructions (LWIs) to ensure clarity and accuracy. • Identify trends, gaps, and root causes in Tier 1 case handling and recommend process improvements or automation opportunities. • Partner with Global Process Owners (GPOs) to support enhancements to HR service delivery and technology solutions. • Support onboarding and training of new Tier 1 advisors, ensuring readiness across tools, processes, and customer service expectations. • Provide ongoing coaching, feedback, and knowledge reinforcement to Tier 1 teammates and Tier 1 Supervisors. • Promote a strong customer service culture grounded in empathy, professionalism, and accuracy. • Represent the HR Service Center Tier 1 function in cross-functional projects, initiatives, and enterprise HR programs.