HR Support Lead

About the Role

The HR Operations Lead is responsible for managing and overseeing the day-to-day operations of the outsourced HR Support Center. This role ensures the timely, accurate, and high-quality resolution of employee inquiries while serving as the primary escalation point for complex HR matters. The HR Operations Lead partners closely with cross-functional HR teams to streamline service delivery, enhance operational efficiency, and improve the overall employee experience.

Responsibilities

• Oversee daily operations of the outsourced HR Support Center to ensure consistent, accurate, and timely resolution of employee inquiries.
• Serve as the primary point of contact and operational owner for assigned HR Operations processes and services supported by the HR Support Center.
• Act as the escalation point for complex HR issues and service delivery concerns, ensuring appropriate resolution and follow-through.
• Monitor service delivery metrics, including service level agreements (SLAs), resolution time, and quality scores, to assess performance and identify improvement opportunities.
• Implement process improvements to enhance efficiency, service quality, and employee satisfaction.
• Provide operational insights and recommendations based on data analysis, trends, and employee feedback.
• Maintain governance over HR Operations processes by reviewing workflows, monitoring controls, and ensuring consistent application across the employee population.
• Participate on cross-functional HR work teams to support initiatives, system enhancements, and continuous improvement efforts.

Requirements

• Bachelor’s degree in Human Resources, Business Administration, or a related field, or equivalent experience preferred.
• Minimum of three (3) years of cross-functional HR experience required.
• Experience in HR operations, shared services, or HR Support Center environments required.
• Working knowledge of HR policies, employee programs, and compliance requirements.
• Demonstrated ability to manage service delivery metrics and lead process improvement initiatives.

Qualifications

• Professional HR certification (e.g., PHR, SHRM-CP) preferred.
• Knowledge of HR operations, shared services, and outsourced support center models, including policies, employee programs, and compliance requirements.
• Ability to oversee and ensure consistent execution of end-to-end HR Operations processes while maintaining operational governance and controls.
• Strong analytical and problem-solving skills, including the ability to monitor service metrics, identify trends, and implement process improvements.
• Effective communication and stakeholder management skills to partner cross-functionally and serve as an escalation point for complex HR issues.
• Ability to exercise sound judgment, maintain confidentiality, and manage multiple priorities in a fast-paced operational environment.

Physical Requirements

• Position works in-office at the corporate location.
• Ability to sit for extended periods of time.
• Ability to use a computer and other office equipment.
• Ability to occasionally lift and carry up to 20 pounds.
• Ability to reach, bend, and stoop as necessary.
• Ability to communicate effectively, both verbally and in writing.
• Ability to focus and concentrate on tasks for extended periods.
• Ability to navigate the office environment safely, including stairs and elevators.
• Ability to use assistive devices if needed for mobility or communication.