HR Support Lead

Job Summary 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. Essential Functions 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. Minimum 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. Required Certifications, Licenses, And Registrations None required Professional HR certification (e.g., PHR, SHRM‑CP) preferred Knowledge, Skills, And Abilities 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 locationAbility to sit for extended periods of timeAbility to use a computer and other office equipmentAbility to occasionally lift and carry up to 20 poundsAbility to reach, bend, and stoop as necessaryAbility to communicate effectively, both verbally and in writingAbility to focus and concentrate on tasks for extended periodsAbility to navigate the office environment safely, including stairs and elevatorsAbility to use assistive devices if needed for mobility or communication