HR Service Delivery Specialist

JOB SUMMARY

The HR Shared Services Specialist delivers centralized, standardized HR services to employees, managers, contractors and HR partners across the enterprise. Operating within a corporate HR Shared Services model, this role serves as a primary point of contact for HR inquiries and provides transactional and administrative support across HR service areas. This position currently focuses on benefits and contract labor support, partnering closely with the Benefits and Talent Acquisition teams, and may expand into additional HR Shared Services areas over time. This role contributes to continuous improvement and operational excellence across the function.

KEY RESPONSIBILITIES

Service Delivery

• Serve as a primary point of contact for employee, manager, and HR inquiries across assigned HR Shared Services areas.

• Own assigned inquiries and transactions from initial intake through resolution, providing timely follow-up, clear communication, and documented closure.

• Research and resolve routine HR service issues, escalating complex or specialized questions to the appropriate subject-matter team or vendor.

• Maintain confidentiality and exercise sound judgment when handling sensitive employee, and HR information.

• Escalate complex or sensitive matters to Talent Acquisition, Benefits, HR Business Partners, Employee Relations, or other Centers of Excellence, as appropriate.

• Adapt to the evolving HR Shared Services model as additional processes and service areas transition into the team.

HR Program Support

• Provide employees with general guidance on assigned HR programs and processes, such as benefit plans, eligibility, enrollment, qualifying life events, leave-related benefit questions, and available resources.

• Respond to routine employee and manager inquiries and help employees navigate relevant tools, program information, and vendor resources.

• Support the contract labor process from initial request through engagement, including collecting required documentation, coordinating approvals, initiating system transactions, and tracking completion.

• Maintain contractor records and monitor assignment information, including start dates, end dates, extensions, conversions, and terminations.

• Coordinate required communications and system-access requests for contract workers.

• Assist with audits, reporting, reconciliation, data-quality reviews, and process documentation for assigned service areas.

• undefined

Operational Compliance and Continuous Improvement

• Follow standardized HR Shared Services procedures, internal controls, and service-level agreements.

• Document inquiries, transactions, resolutions, and recurring trends to support reporting and continuous improvement.

• Ensure activities within assigned service areas comply with company policies, applicable laws, audit requirements, and record-retention standards.

• Identify opportunities to simplify processes, reduce manual work, improve data accuracy, and enhance the employee experience.

Cross-Functional Collaboration

• Partner closely with the relevant HR teams (e.g., Benefits, Talent Acquisition) to deliver accurate and consistent service.

• Coordinate inquiry resolution with HR Centers of Excellence, including HR Operations, Benefits, Payroll, Compensation, HRIS, and Learning and Talent Development.

• Collaborate with Legal, Finance, Procurement, IT, and external vendors to support HR service administration and processing.

• Communicate process requirements, outstanding actions, and deadlines clearly to employees, hiring managers, contractors, and internal partners.

REQUIRED QUALIFICATIONS

• Bachelor's degree in Human Resources, Business Administration, or a related field, or an equivalent combination of education and experience.

• One to two years of experience in Human Resources, benefits administration, recruiting coordination, customer service, or administrative support.

• Strong attention to detail and commitment to maintaining accurate records.

• Ability to manage confidential and sensitive information appropriately.

• Clear written and verbal communication skills.

• Strong organizational skills with the ability to manage multiple requests, deadlines, and priorities.

• Basic proficiency with HR systems, applicant tracking systems, and Microsoft Office applications.

PREFERRED QUALIFICATIONS

• Previous experience in HR Shared Services, benefits administration, recruiting coordination, or a high-volume service environment.

• Familiarity with Workday, including Contingent Worker functionality.

• Experience supporting contract labor or contingent worker administration.

• Familiarity with employee benefit programs and applicable benefits regulations.

• Demonstrated ability to work effectively across multiple HR teams and business functions.

• Experience working in a standardized, process-driven environment with established service expectations.

COMPENSATION & HOURLY PAY RANGE:
The hourly pay range for this non-exempt position is $28.35–$28.85 per hour. Pay positioning within the range is based on factors including, but not limited to, education, experience, skills, certifications, geographic location, business needs, seniority, and other job-related qualifications. This position is eligible for overtime pay in accordance with applicable law.

WORK LOCATION & HYBRID SCHEDULE
This position is based at Choice Hotels International’s corporate headquarters in North Bethesda, Maryland. Regular onsite presence at this location is required. Associates are expected to follow the established hybrid work schedule, working onsite Monday through Thursday and remotely on Fridays.

RELOCATION & SPONSORSHIP

Please note that relocation assistance is not available for this position. Additionally, Choice Hotels is not able to provide employment visa sponsorship now or in the future for this role.

Choice prioritizes our associate wellbeing by offering a comprehensive benefits program that is both competitive and flexible to help you achieve your wellbeing goals - here are just a few:

• Competitive compensation and benefits, including medical, dental, and vision coverage
• Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
• Financial benefits for retirement and health savings
• Employee recognition programs
• Discounts at Choice hotels worldwide

About Choice

Choice Hotels International, Inc. (NYSE: CHH), is one of the largest lodging franchisors in the world. With 7,500 hotels in 45+ countries and territories, we offer a range of high-quality lodging options in the upper upscale, upper midscale, midscale, extended stay, and economy segments. We’re the hotel company for those who choose to bet on themselves — the striver, the dreamer, the entrepreneur — because that’s who we are, too.

At Choice, we are united by the simple belief that tomorrow will be even better than today — for associates, our company, and our franchisees. At our worldwide corporate headquarters in North Bethesda, Maryland, at our technology center in Scottsdale, Arizona, and through our associates around the globe, every voice is heard and every idea is listened to, no matter what area of the company they come from. We are united in supporting the entrepreneurial dreams of our thousands of franchise owners, which propels us forward — giving our work at Choice a purpose larger than our business.

Our corporate office locations:

North Bethesda, MD — Located at Pike & Rose, our worldwide headquarters is less than 15 miles from Washington, D.C., one block away from the North Bethesda Metro station, with easy access to I-495, complimentary parking, electronic charging stations, restaurants and retail.

Scottsdale, AZ — Located at the northwest corner of Loop 101, the Scottsdale office is home to our technology, eCommerce and customer service organizations, with easy access to complimentary parking, electronic charging stations, restaurants and retail.

Minneapolis, MN — Select roles are based in our Minneapolis office on Highway 394, near the intersection with Highway 100, only five minutes from downtown.

Field/Remote — Select roles designated as field/remote will require associates to work from a home office, connecting virtually with Choice team members and leadership on Zoom, with possible required travel depending on the role.  

Choice’s Cultural Values

Welcome and Respect Everyone | Be Bold | Be Quick | Listen | Be Curious | Show Integrity

Choice’s Leadership Principles

Act with Intention | Lead with Authenticity | Grow & Deliver