Shared Services Specialist
Entergy · Hammond
Job Title: Shared Services Specialist
PS Job Title: Shared Services Assoc Lead
Work Place Flexibility: Hybrid
Legal Entity: Entergy Services, LLC
Job Summary/Purpose
The Shared Services Specialist provides operational leadership, workflow coordination, and subject‑matter expertise for Tier 1 operations within Entergy’s Shared Services Support Center (ESC). The role serves as an indirect lead over Shared Services Associates (Tier 1), ensuring quality service delivery, managing escalations, guiding performance, and supporting Tier 2 transactional tasks as needed and assigned. The Lead partners with HR, Payroll, Accounts Payable, Supply Chain, and cross‑functional teams to enhance service quality, maintain compliance, and support organizational processes.
Job Duties/Responsibilities
Operational Leadership & Tier 1 Oversight:
- Coordinate day‑to‑day Tier 1 workflows to ensure timely, accurate service delivery.
- Provide informal coaching and service quality support to Shared Services Associates.
- Monitor KPIs and service trends; identify performance gaps and recommend improvements.
- Serve as the primary escalation point for complex or sensitive inquiries requiring higher‑level review.
Escalation Management:
- Own escalated cases until resolution; collaborate with Tier 2 and Tier 3 SMEs as needed.
- Ensure escalated cases meet service level agreements and compliance standards.
- Support Associates in resolving difficult customer interactions or multi‑step service issues.
Tier 2 Support & Transactional Processing:
- Perform Tier 2 transactional activities across ESS Operations and related ESC functions, as assigned by ESC leadership.
- Maintain accuracy, auditability, and adherence to policy, regulatory requirements, and service level expectations; escalate to Tier 3 SMEs when appropriate.
- Assist with administration and quality review of complex employee or organizational transactions requiring elevated expertise.
Process, Quality & Knowledge Management:
- Conduct call/case reviews and share insights to drive quality improvements.
- Contribute to Knowledge Management updates, including documentation enhancements and training materials.
- Identify workflow inefficiencies and propose solutions to reduce errors, escalations, or rework.
Cross‑Functional & Project Support:
- Participate in special projects, change initiatives, and system enhancements; represent Tier 1 operational perspective in cross‑functional meetings.
- Assist with reporting and KPI validation for leadership review.
Role Boundaries & Governance:
- The role provides indirect leadership (coaching, escalation ownership, workflow guidance) and does not imply formal people management.
- Tier 2 transactional work is performed as needed.
Tier 1 Support:
- Provides backup support to Tier 1 during periods of high volume or operational need, assisting with employee inquiries, calls, and case handling to ensure continuity of service and alignment with Shared Services standards.
Automation Support & Agent Review:
- Assists with building and testing AI agents and automated processes. Reviews agent outputs, resolves basic exceptions, and reports discrepancies.
- Works with IT and partner teams to improve agent performance and support continuous improvement initiatives.
Minimum Requirements
Bachelor’s degree strongly preferred.
Minimum experience required of the position
-
- 0-2 Years of Experience
- Shared Services, Contact Center, or customer service background.
- Demonstrated mastery of Tier 1 HR, Payroll, A/P, and/or Supply Chain functions.
- Experience supporting Tier 2 transactions preferred.
Minimum knowledge, skills, and abilities required of the position
- Strong customer service orientation; effective written and verbal communication.
- Ability to analyze issues and resolve or escalate appropriately.
- Capability to provide informal coaching and drive performance improvement.
- Strong multitasking, organization, and time management skills.
Primary Location: Louisiana-Hammond Louisiana : Hammond
Job Function: Corporate
FLSA Status: Nonexempt
Relocation Option:
Union description/code: NON BARGAINING UNIT
Number of Openings: 1
Req ID: 125416
PS Job Title: Shared Services Assoc Lead
Travel Percentage:Up to 25%
An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEO page, or see statements below.
EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.
Accessibility: Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.
Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.
Know Your Rights: Workplace Discrimination is Illegal
The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment. Please contact HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.
WORKING CONDITIONS:
As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.
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