Advisor, HR Operations

What the HR Service Center (HRSC) team contributes to Cardinal Health:

The HRSC team is responsible for general employee inquiries, management & maintenance of employee data, and efficiency of US HR data transactions and processes.

The Advisor, HR Operations – Tier 1 Support plays a critical role in supporting the HR Service Center (HRSC) Tier 1 intake function. This role serves as a senior advisor and subject matter resource for Tier 1 advisors, ensuring accurate, timely, and empathetic resolution of employee inquiries. The Advisor acts as a bridge between Tier 1 intake, Tier 2 teams, HR Centers of Expertise (COEs), and HR Business Partners, while driving consistency, quality, and continuous improvement across Tier 1 operations.

What HR Operations contributes to the organization

HR Operations is responsible for delivering a consistent, high-quality employee experience through the efficient management of employee data, HR transactions, and inquiry resolution. The team supports employees across core HR areas while operating within defined service level agreements and ensuring compliance with data privacy and regulatory requirements.

Responsibilities:

• Tier 1 Advisory & Operational Support

  • 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.

• Process Ownership & Quality

  • 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.

• Coaching, Training & Enablement

  • 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.

  • Partner closely with Tier 1 Supervisors, Tier 2 teams, HR COEs, and HR Business Partners to ensure seamless end-to-end case resolution.

  • Represent the HR Service Center Tier 1 function in cross-functional projects, initiatives, and enterprise HR programs.

  • Assist with HR application testing for upgrades and projects.

  • Support change management efforts related to new policies, programs, or system enhancements impacting Tier 1 intake.

• Compliance & Data Protection

  • Ensure complete protection of employee data and strict adherence to data privacy, security, and regulatory requirements.

  • Reinforce compliance expectations and best practices across Tier 1 operations.

Qualifications:

• Bachelor’s degree in a related field or equivalent work experience, preferred

• 3+ years of experience in HR Operations, HR Service Center, or a related HR function, preferred

• Strong working knowledge of HR processes, employee data management, and customer service protocols, preferred

• Experience with HR systems and case management tools (e.g., Workday, ServiceNow), required

• Demonstrated ability to manage multiple priorities in a fast-paced, high-volume environment, preferred

• Critical attention to detail with a strong commitment to data accuracy and integrity, preferred

• Proven collaboration, communication, and influencing skills across diverse stakeholder groups, preferred

• Uncompromising commitment to employee experience and customer satisfaction, preferred

What is expected of you at this level:

• Operates independently with minimal direction while knowing when to escalate appropriately.

• Demonstrates a proactive, continuous improvement mindset.

• Serves as a trusted advisor and role model for Tier 1 advisors.

• Balances operational execution wi