Senior HR Operations Specialist

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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