Human Resources Shared Services Manager

Key Responsibilities

• Manage overall HR Shared Services function to ensure that established SLAs are fulfilled.
• Ensure successful delivery of HR processes aligned to shared services, monitoring case management effectiveness and process adherence.
• Deliver best in class HR Services that prioritize the employee experience, while remaining within agreed budgetary parameters.
• Contribute to strategic planning and oversight activities as part of the governance framework.
• Monitor, govern and report the performance of the end-to-end processes assigned to their team.
• Contribute to planning and oversight efforts such as governance, continuous improvement, and other strategic initiatives to increase shared service effectiveness.
• Collaborate transparently with all key internal stakeholders.
• Promote employee and manager self-service to improve the digital employee experience.
• Identify the capabilities / capacity needed to deliver the tasks assigned to the team, taking into account workforce challenges; prioritize resolution and effective staffing.
• Oversee the effective implementation of change management programs for the HR Shared Services teams (e.g., system upgrades, module implementation, and other new deployments), to ensure these are effectively integrated into the shared services framework.
• Support long-term employee success with a focus on coaching and developing a high-performing team.
• Serve as a trusted advisor to the Director of HRSSC and Senior HR leadership on best-in-class processes, technologies, successful program management practice, and complex case escalations.
• Cultivate an exceptional and reliable customer service culture.
• Responsible for the service center’s adherence to requisite standards and policies, including Sarbanes-Oxley (SOX) compliance.
• Proactively gather and anticipate feedback from agency network partners.
• Work under pressure in a high-volume environment.

Qualification & Requirements

Essential:

• 7+ years of demonstrable experience managing HR Operations (running the transaction/service-oriented aspects of HR) and relevant experience leading HR Operations or HR Shared Services.
• Exhibit substantial project, program and process management skills.
• Proficient in HCM and service management platforms, software, and applications.
• Clear grasp and understanding of leading practices in HR and Shared Services operations.
• Ability to multi-task in a fast-paced and changing environment.
• Problem solving and critical thinking skills.
• Ability to manage vendors including but not limited to Technology and Software vendors, Benefits Administrators and Providers, as needed to support center operations and ensure services are provided to the organization.
• Strongly demonstrated verbal and written communication and presentation skills.

Desirable:

• Experience effectively influencing and coaching team members.
• Project management and change management experience.
• Demonstrable experience performing complex reporting and analysis.
• Strong working knowledge of Workday and BMC Helix platforms, software, and applications.

Benefits

• Healthcare Options
  • Medical
  • Dental
  • Vision
  • Prescription
• Dependent and Health Care Flexible Spending Accounts
• 401(k) savings plan with company match
• Flexible based Paid Time Off
• Employee Assistance Program
• Legal Assistance Plan
• Tuition Reimbursement
• Employee Stock Purchase Plan
• Exclusive discounts on cell phones, gyms, and everyday purchases