HR Shared Services Supervisor

Major Areas of Responsibility

• HR Shared Services Transaction Execution: Process routine transactions aligned to the pod the associate is anchored to support (e.g. associate inquiries, associate movement, separations, 1-9 verification)
• Perform accurate and timely processing of HR transactions in HCM system
• Interact closely with Payroll and Compensation to ensure proper dataflow and execution
• Resolve complex issues escalated by HR Shared Services associates

Team Performance Management

• Aid the Department Manager in supervising and ensuring the accurate delivery and administration of Human Resources policies and procedures
• Oversee Human Resource Administration for store/regions, D.C.'s and Home Office providing technical guidance to associates on issues
• Analyze and recommend system/department improvements as required
• Perform accurate and timely processing of HR transactions in HCM system
• Utilize key metrics to evaluate the performance of service center associates to identify the need for special training
• Assign and delegate work tasks to service center associates according to effectively address customer demand
• Collect and analyze service metrics to evaluate performance of their respective pod area. Identify trends and determine root causes. Identify opportunities for improvement
• Continuously collaborate with direct pod leader & other managers to understand best-practices and create efficiencies across the team
• Work with the HRIS to design and implement solutions for the resolution of technical problems
• Lead team meetings and give presentations to HR Shared Services leaders

Team Leadership and Development

• Hire, onboard, and train service center associates to deliver high standard customer service for their respective pod
• Train, develop, and counsel H.R. Service Center associates with the goal of creating depth of talent within the department
• Coach service center associates through challenging customer service issues
• Conduct performance reviews, capacity planning, and identify technology improvement opportunities and determine action plans for improved operations

Qualifications

• Bachelor’s degree or equivalent experience
• Minimum 3+ years of Service Center experience
• Mastery of HR process areas/services within the pod supported
• Knowledge of legal and regulatory requirements by region, state, and population groups supported
• Adept at courteously interacting with customers and ensuring their requirements are met
• Strong written and verbal communication and presentation skills
• Excellent interpersonal, problem-solving and leadership skills
• Ability to stay calm in stressful situations and meet SLAs
• Ability to prioritize work based on internal and external deadlines
• Ability to remain flexible and pivot based on business needs
• Understanding of HR workflows design in TJX systems
• Understanding of navigating ServiceNow case and knowledge workflows
• Proficient in Microsoft Office (specifically Excel, Word, and Outlook)