HR Service Center Manager

Job Summary

The HR Service Center Manager oversees HR service delivery provided by an external vendor, serving as the primary liaison between the company and the third-party service provider.

Education and Experience

- A 4-year Bachelor's Degree (Required) - Four (4) or more years Experience managing or working with third-party vendors or outsourcing providers (Preferred) - Six (6) or more years Experience in HR operations, shared services, or HR service center experience (Required)

Job Requirements

- Strong understanding of HR processes, including employee lifecycle, benefits, payroll, and compliance - Experience with HRIS systems (e.g., Workday, SAP SuccessFactors) and case management tools - Proven experience with SLA/KPI management and reporting - Demonstrates attention to detail - Experience supporting business executives, including decision making, escalating and delegating tasks - Ability to influence without direct authority - Excellent verbal and written communication skills - Demonstrated ability to ensure appropriate follow up to keep all stakeholders informed on progress of tasks and projects and able to escalate appropriately to management when needed - Strong attention to detail, ability to multi-task, meet strict deadlines, problem solve, and work well under pressure with aggressive deadlines - Self-motivated, needing minimal supervision, while maintaining strict confidentiality - Act as the Delek lead for the third-party HR Service Center provider - Monitor vendor performance against service level agreements (SLAs), key performance indicators (KPIs), and contractual obligations - Manage and resolve escalated or complex HR cases, including sensitive employee relations matters - Conduct regular service reviews, governance meetings, and performance evaluations with the vendor & HR management - Analyze trends in inquiries, case volumes, and service gaps to recommend process improvements - Ensure alignment between vendor processes and internal HR policies, procedures, and compliance requirements - Collaborate with HR Centers of Excellence (COEs), Payroll, IT, and HR Business Partners to ensure seamless service delivery - Ensure compliance with federal, state, and local labor laws and company policies - Assist in development and maintenance of knowledge base content, SOPs, and employee self-service resources - Support implementation of new HR programs, policies, and system enhancements with the service provider - Lead or participate in HR projects, system implementations, and process enhancements - Identify opportunities for automation, efficiency gains, and cost optimization - Provide training, guidance, and feedback to vendor teams as needed - Ensure data privacy, security, and regulatory compliance standards are consistently met - Support audits, reporting, and documentation requirements - Identifies opportunities to increase accuracy and develops/recommends/implements solutions - Performs analysis of data, processes, policies, procedures and/or systems - Composes thorough and detailed written technical documentation, procedures, manuals, etc. - Presents organized and thorough information and data appropriate for intended audience - Provides timely and professional support to all internal/external customers and vendors - Establishes and maintains effective, collaborative work relationships both internally and externally

CORE COMPETENCIES

- CHANGE AGILITY (Level 2 Supporting): Identifies, initiates, and adapts to organizational changes that foster enhanced effectiveness, efficiency, safety, and ultimately business results. - COLLABORATION (Level 2 Supporting): Sees connection points across the organization and partners effectively with others to achieve common goals. - DECISION MAKING (Level 2 Supporting): Selects a course of action to reduce risk and uncertainty and create optimal outcomes. - DRIVE FOR RESULTS (Level 2 Supporting): Drives to achieve challenging performance objectives. - TEAM BUILDING (Level 2 Supporting): Builds trust, fosters openness, and provides support. As the manager of a team, selects and motivates a strong team.