HR Shared Services Manager

Key Responsibilities

You Are

• Passionate about delivering innovative solutions and can understand business goals and recommend new approaches, policies, and procedures to drive process improvement.
• A thought leader and strategist in creating and delivering an operationally sustainable and customer focused “best in class” service experience and service delivery model.
• A charismatic, collaborative leader who can articulate a vision, set direction, and engage and motivate others to achieve outstanding results.
• A strong developer of talent and ability to provide candid open and honest feedback. You lead by example and champion the Guardian values.
• A strategic thinker who can synthesize large amounts of data and translate it into actional insights and programs for improvement.
• Willing and capable to roll up sleeves in a hands-on environment.

You Will

• Manage the success of the day-to-day delivery of HR services through key performance indicators including the management and monitoring of calls and emails, Customer Satisfaction Rating (C-SAT), service level agreements (SLAs) and one stop resolution.
• Lead operational excellence, optimize and scale all aspects of HR employee services with a deep focus on colleague experience and continuous improvement using technology, including AI and RPA, increasing adoption of self-service, driving operational efficiencies.
• Lead a high performing team with a culture of accountability that ensures delivery of timely and quality services that meet key performance metrics.  Develop cross-functional teams.
• Be a transformation champion by designing the strategy and ongoing service delivery optimization for HR Shared Services with a focus on the colleague experience, operational efficiencies, and continuous improvement.   This will be done using end-to-end process redesign methodologies, Human Centered Design and Six Sigma principles to simplify and improve the customer experience and the overall operational effectiveness.
• Build effective partnerships with partners and key stakeholders throughout the organization.
• Be a respected leader, collaborator, partner and solution provider to staff, peers, management, and employees.
• Demonstrate strong focus, energy, and commitment to be a problem solver, solution provider and advocate for doing the right thing for our customers.

Qualification & Requirements

You Have

• 10+ years of relevant experience in HR, HR Operations and Service Delivery.
• Industry knowledge of all areas and functions of HR (this includes, but is not limited to, Health and Welfare Benefits, 401K, Payroll, On and off boarding, Payroll, PTO, Employee Relations, Compliance, Privacy, Compensation and Performance.
• 10+ years of experience leading an HR Service Center including managing, motivating, and developing staff, managing SLAs and C-SAT.
• Proven experience in applying service management principles, process design and customer management in a large scale multi-dimensional service environment.
• Experience working with and/or implementing AI and RPA technologies preferred.
• Must demonstrate a passion for, and proven success in, driving continuous process improvement.
• Experience working in an Agile environment. (Lean and Six Sigma training and/or certification is a plus.)
• A functional understanding of industry standard HR technology including HRIS (Workday), and CRM (NeoCase), and telephonic systems (Verint).
• Excellent project management skills including the ability to organize, execute, and plan projects.
• Excellent organizational and oral/written communication skills.
• Proven ability to manage and interpret data with attention to detail and analytical acumen.
• Experience presenting information to stakeholders in a straightforward and meaningful way.
• High proficiency with Microsoft Office Suite
• Expertise in collaborating, managing, communicating, and influencing at all levels within the organization.
• Strong judgement and instincts. Ability to manage escalations to resolution.

Location

• The primary location for this position is Bethlehem, PA with the requirement to be in the Bethlehem office at minimum three days a week and as needed.

Benefits

Salary Range

$81,040.00 – $133,135.00

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Our Promise

At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals.  Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Inspire Well-Being

As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues.

Health Care

• Choice of [high deductible/copay] medical plans* with prescription drugs, including coverage for fertility and transgender inclusive benefits
• Dental plan
• Vision plan
• Health care accounts – flexible spending, health reimbursement, and health savings accounts
• Critical illness insurance

Life and Disability Insurance

• Company-paid Life and Disability insurance plus voluntary supplemental coverage
• Accident insurance

Retirement and Financial

• 401(k) retirement plan with a company match, plus an annual age/service-based Company contribution and an annual profit-sharing contribution, if applicable
• Complimentary 1:1 financial guidance with a licensed Fidelity representative

Time Off and Remote Work

• Flexible work arrangements (part in-person/part remote)
• Unlimited paid time off for most roles plus time off for volunteering, jury duty, voting, and bereavement
• Personal holidays for colleagues to use in recognition of religious, cultural, or civic days
• Paid parental leave and paid family and medical leave policies

Emotional Well-being and Work-Life

• Emotional well-being, mental health, and work/life resources powered by Spring Health
• Wellness programs, including fitness program and equipment reimbursement
• Child, adult, and elder back-up care support through Bright Horizons
• Adoption assistance
• College planning
• Tuition reimbursement
• Student loan assistance
• Commuter benefits in select metropolitan areas

Justice, Equity, Diversity & Inclusion (J.E.D.I.)

• Employee Resource Groups that advocate for inclusion and diversity
• J.E.D.I. certification and training programs
• Matching gifts/volunteering

Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.