HR Services Supervisor

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Build and maintain a positive work environment while training and developing the HR Service Coordinator team, strengthening HR knowledge, and delivering high-quality customer service.
• Lead daily service delivery operations by monitoring workload distribution, service levels, case quality, and escalation management to ensure timely and accurate support.
• Use service trends, reporting, and team feedback to identify root causes, improve processes, and enhance the employee and manager experience.
• Act as a working manager, handling HR case inquiries and serving as an escalation point for complex issues.
• Develop communication and training materials to ensure timely, consistent, and accurate guidance aligned with HR policies.
• Inspire a shared vision to empower and motivate the team.
• Using established protocols and tiered escalation, ensure timely response to issues and requests from HR, employees, and managers.
• Maintain and improve operations by tracking trends of incoming inquiries to identify/resolve issues, support continuous improvement, and ensure high service levels.
• Maintain accurate and confidential employee records and data. Identify opportunities for process improvement and additional automation to enhance operational efficiency.
• Prepare performance reports by collecting, analyzing, and summarizing data and trends.
• Partner closely with HR COEs, Payroll, Benefits, HRIS, Legal, and business leaders to resolve complex issues and ensure aligned execution of HR processes.
• Stay attuned to team member concerns and engagement across the company and raise awareness with manager.

SUPERVISORY RESPONSIBILITIES

• Directly supervises 7+ HR Service Delivery team members.
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• Responsibilities include: interviewing, hiring, and training employees; managing time and prioritizing work through planning, assigning, and directing work; appraising performance, rewarding, and disciplining employees; addressing complaints and resolving problems; coaching and development planning, skill-building, performance standards and accountability.