Delivers HR support services to customers of the HR Service Center. Provides oversight and management of a team of HR support resources who provide support via the HR Service Center. Oversees various HR projects, programs and oversees all functions of the HR Service Center.
DEPARTMENT: Human Resources-Service Center
REPORTS TO: Sr. Manager, HR Operations
- Develops attainable SLA's for the HR Service Center.
- Manages and monitors metrics and implements improvement plans as needed.
- Enhances processes, leads and implements various Human Resources projects, programs and initiatives.
- Identifies, evaluates, analyzes and recommends changes to support process improvements.
- Answers questions and recommends resolutions to address associate issues, complaints, and inquiries.
- Responds to and complies with any internal/external investigations, audits and assessments. Participates in activity taken towards correct action based on findings.
- Builds strong relationships with HR leaders, COEs, HR Business Partners and other internal and external partners to understand expectations and to ensure services meet or exceed those expectations.
- Mentors staff to maximize performance and potential.
- Performs other duties as assigned.
Candidate Education:- Required a High School or GED
- Preferred a Bachelor's Degree in a related field
Candidate Experience:- Required 5 years of experience in Human Resources, or relatable experience, including in a Call Center/Customer Service environment
- Required 2 years of people management experience
Candidate Skills:- Intermediate demonstrated leadership skills
- Intermediate ability to lead/manage others
- Intermediate ability to communicate and make recommendations to upper management
- Intermediate demonstrated interpersonal/verbal communication skills
- Intermediate ability to effectively present information and respond to questions from peers and management
- Intermediate ability to implement process improvements
- Intermediate ability to multi-task
- Intermediate ability to work in a fast paced environment with changing priorities
- Intermediate demonstrated ability to deal with confidential information
- Intermediate demonstrated customer service skills
- Intermediate demonstrated interpersonal/verbal communication skills
- Intermediate demonstrated project management skills
Technical Skills:
- Required intermediate Microsoft Excel
- Required intermediate Microsoft Outlook
- Required intermediate Microsoft Word
- Required intermediate Human Resource Management Systems (Generic)
Languages: