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United Airlines Specialist - HR Operations in Chicago, Illinois

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Human Resources

The Human Resources team helps attract and recruit diverse talent, and works to provide employees with competitive benefits, leadership resources and the support to be successful at United.

Job overview and responsibilities

The Specialist - HR Operations is a trusted partner in providing administrative support functions that allow our Centers of Enablement to focus on their core functions. You will serve as the primary contact for employees, managers, internal and external business partners, as well as other third-party entities by handling customer inquiries related to Human Resources in general and across domains of benefits, performance management, compensation, HR policies, HR systems and more. The Specialist - HR Operations acts out of an internal sense of urgency and takes ownership of their work and understands how their efforts tie into the success of the department to deliver operational excellence.

  • Serves as the primary contact for inbound HR related calls and will use your knowledge base and case management tools to help employees and managers resolve their human resources inquiries.

  • Routes escalated calls/cases to appropriate Centers of Enablement as necessary.

  • Cross-trains with other HR departments to gain a better understanding of policies/procedures/practices in the company to better support and assist incoming requests for assistance.

  • Manages ongoing intake of work from HR Business Partners and Centers of Enablement.

  • Manages the intake process for United We Care, an independent 501(c)(3) charitable organization, which provides confidential, timely, short-term crisis relief to those in the United family needing basic assistance that is unavailable through other resources.

  • Responds to HR related CEO escalations

  • Manages the Management Reduction-in-Force administrative process

  • Handles processing and paying HR related billing and invoicing with partnered vendors

  • Supports the Corporate Badging office with issuing new hire/vendor badges and I-9 Employment Eligibility Verification

  • Partners with the HR Operations Manager to regularly review performance outcomes against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs); identify areas of individual professional development.


  • Bachelor’s degree, preferably in Human Resources or similar field or equivalent work experience

  • Familiarity and understanding of HR policies and proceduresMinimum 2+ years of related experience in a Human Resources or Customer Service function

  • Working knowledge of HR disciplines (notably employee relations, compensation, training, recruiting, HR administration)

  • Working knowledge of HR technology and systems

  • Understanding of federal and state HR laws and regulations

  • Must be articulate, have strong oral and written communication skills, and a professional demeanor

  • Skills in exercising initiative, sound judgement, discretion, and decision making to achieve assigned goals

  • Ability to take direction from diverse sources with a variety of management styles

  • Extremely organized with strong prioritization skills, detail-oriented, and have the ability to multi-task and adapt to shifting priorities

  • Strong attention to detail, follow up, and organizational skills

  • Quick learner, with a positive attitude and ability to work well independently and within a team

  • Ability to maintain high levels of confidentiality and trust

  • Empathic; genuinely cares about people and wants to help

  • Must be legally authorized to work in the United States for any employer without sponsorship

  • Successful completion of interview required to meet job qualification

  • Reliable, punctual attendance is an essential function of the position


  • 3-5 years of professional exposure in an HR department

  • Experience with Service Now

  • Relevant industry experience

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT

Division: 70 Human Resources

Function: Human Resources and Labor Relations

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled