Mgr HR Shared Services

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Profile Title:

Mgr HR Shared Services

Job Code:

19055

Profile Title:

19055 Mgr HR Shared Services

Grade / Band:

L1

FLSA Status:

Exempt

The HR Shared Services Manager is responsible for supporting the Supervisor in managing day-to-day operations of HRSS. A main focus of this role is to drive self-service, implement and manage automations, manage process improvements, and coach and develop team members. This role is required to analyze operational trends to identify training opportunities and potential process improvements. The manager is accountable for ensuring all escalated employee, manager and HR team inquiries are accurately addressed in a professional and timely manner within established SLAs. As member of HRSS management team, the HRSS Manager ensures that HR service needs are addressed in the most responsive and efficient manner possible with a focus on providing exceptional service to the organization.

Manage team members to promote individual development and career growth as well as provide for sufficiency of back-up capabilities.

Lead project initiatives by coordinating testing, tracking progress, identifying risks, and ensuring timely completion of assigned deliverables.

Lead change management for HRSS process, policy, and technology updates by developing communication and training plans, engaging key stakeholders, and monitoring adoption to ensure a smooth transition and sustained improvements.

Identify opportunities for continuous improvement by analyzing workflows, trends, and performance outcomes that leads to the implementation of solutions to improve efficiency, accuracy, and service quality.

Create and maintain governance of HRSS Resources, including SOPs, Knowledge Base articles and continuous training materials.

Handle escalated employee/manager/HR inquiries and ensuring resolution with SLAs.

Implement and manage new and existing automations, focusing on the improvement of SLAs and the employee experience.

Create and maintain a work environment that promotes guest service, teamwork, performance feedback, individual recognition, mutual respect, and employee satisfactions to ensure quality hiring, training, and succession planning that encompasses the company’s diversity commitment.

Monitors performance against service level targets and modifies processes, workflow, staffing, and other resources to achieve target results.

Conduct scheduled and ad hoc quality assurance audits in order to improve employee experience.

Responsible for conducting on-site trainings, Kaizen participation.

Performs other job-related duties as requested

Proof of eligibility to work in the United States

Bachelor's Degree

Preferred

2+ Years of Prior Relevant Experience

 Human Resources Operations, i.e., Employment, Compensation, Labor Relations, etc

Required

Experience and/or in‐depth knowledge/understanding of operations, with emphasis in a shared services business model for a large organization consisting of multiple operational business units, which may include other national regions.

Preferred

Advanced working knowledge of: Workday, Case Management Systems, and software programs such as Microsoft Word, Excel, Power Point.

Preferred

Advanced organizational and time management skills, including the ability to prioritize competing priorities, delegate effectively and consistently deliver results within established service level agreements (SLAs).

Strong analytical and operational skills to identify trends and root causes, assess workflow efficiency and capacity

Proven people leadership skills, including career and development planning and performance management.

Demonstrates strong professional communication skills and sound judgment when handling complex or sensitive situations.                                         

Strong cross-functional collaboration and stakeholder management skills.

Demonstrate ability to lead in a fast-paced, high-volume, and occasionally stressful environment by maintaining composure, setting priorities, managing team workload and coverage, adapting quickly to change, and driving consistent execution through ambiguity.

Ability to exercise sound judgment and discretion while handling sensitive employee and business information; maintain confidentiality; assess risk; and ensure policies and practices are applied consistently, fairly, and without bias across the organization.

Balancing

X

Bending

X

Carrying 10 pounds

X

Clear speech - simple

X

Clear speech - complex

X

Climbing

X

Distant vision

X

Driving

X

Flexibility - upper body

X

Flexibility - lower body

X

Hearing/Listening

X

Kneeling

X

Lifting 10 pounds

X

Near vision

X

Normal vision

X

Pushing/Pulling

X

Reaching

X

Sitting

X

Standing

X

Typing

X

Walking

X

Communication - verbal

X

Communication - written

X

Confined area

X

Contacts - works alone

X

Contacts - works around others

X

Contacts - works with others

X

Exposure to dust / dirt

X

Exposure to fumes / odors

X

Extreme cold

X

Extreme heat

X

Fast pace

X

Hazardous conditions - chemicals

X

Hazardous conditions - high structures

X

Hazardous conditions - high voltage

X

Indoors

X

Noise levels - low to moderate

X

Noise levels - high

X

Office conditions

X

Outdoors

X

Restricted area

X

Shifts

X

Smoke

X

Travel

X

Wet/Humid

X

Analytical

X

Clerical

X

Comprehension

X

Crisis incidents

X

Customer service

X

Decision making

X

High pressure

X

Judgment

X

Long hours

X

Math skills - advance

X

Math skills - basic

X

Organization

X

Reading - simple

X

Reading - complex

X

Repetition

X

Tight deadlines

X

Writing - simple

X

Writing - complex

X