Supv, HR Solutions & Services
Position Overview
The Human Resources (HR) Solutions & Services Supervisor oversees and manages HR assistance provided by the HR Solutions Center (HRSC) to deliver exceptional service to internal customers and external stakeholders. This role involves leading a team of HR Solutions Partners to respond to inquiries, develop solutions, implement special projects, and plan/document/coordinate HR programs, processes and services.
Position-related Responsibilities
Collaborates with HR Business Partners (HRBPs) and HR Centers of Expertise (COEs) to develop HR solutions; focuses on creating a positive employee experience and contributing to HR being consistently trusted and strategic partners to the business.
Develops and implements internal procedures and protocols to guide the team in acting as the first point of contact to field HR questions from employees, leaders and external stakeholders via electronic communications formats, phone and in-person requests; coaches team to use knowledge of HR services and resources to deliver exceptional service and respond to questions in a professional, efficient, effective and friendly manner.
Provides leadership and development of the HR Solutions & Services team through effective direction, delegation, coaching, and performance management to ensure achievement of required performance standards and focus on continuous improvement of services provided.
Trains the HRSC to manage process flow and resolution of HR service tickets in Workday (or other workflow management system); educates and coaches HR teams and employees in using standard HR processes and technologies for effective and efficient management of questions and requests.
Partners across HR to build and maintain a knowledge repository of information the HRSC can use to respond to inquiries and tickets; includes development of direct-access resources for employees and leaders.
Develops, implements and maintains a standard escalation protocol for the HR Solutions Center; acts as an escalation point for complex inquiries and directs the team in assigning tickets to the appropriate resources on other HR teams.
Designs and implements service level agreements for services provided by the HRSC; assists in educating HRSC, HRBP and HR COE team members about respective accountabilities to align with service level expectations.
Supervises the daily activities and workload of the team, including oversight of the accuracy and timely resolution of all incoming inquiries and tickets; regularly monitors team performance by tracking and using data; manages according to service level agreements.
Ensures the effective and efficient maintenance, administration and delivery of HR operational activities, transactions and services in support of HR programs, processes and projects; may also participate in these activities as a member of the team.
Consults with HR COEs and HRBPs to recommend process improvements that will contribute to more efficient HR work practices; demonstrates proficiency as a subject matter expert for operational aspects of HR processes.
Researches, evaluates options and identifies resources in response to requests that support defined HR requests and objectives; may include identifying internal subject matter experts and external business partners and/or recommending use of vendors and products.
Handles highly confidential and sensitive information with care, and uses independent judgment to plan, prioritize and organize a diversified workload.
Tracking, Reporting & Technology
Understands and effectively utilizes HR information systems to obtain, store and analyze pertinent data and information within the parameters of job responsibilities; leverages current technology and tools to their fullest, and ensures accuracy and consistency of data inputs to preserve enterprise data integrity.
Identifies key performance indicators (KPI's) and metrics for the HRSC and uses data to track performance to plan; provides regular progress reports to leadership and takes action to address gaps.
Assists in the design and development of the HRIS and other HR technologies/software.
Participates in HR technology/system design, testing, upgrade, and/or enhancement.
Team Contribution & Collaboration
Performs personal administrative tasks (e.g., travel arrangements, pro cards, expense reports), calendaring, vendor management, and assigned administrative responsibilities.
Contributes to the design, development, documentation, and continuous improvement of HR Operations and HR processes and procedures; adheres to approved processes and quality standards.
Leads or assists with HR Operations and enterprise HR initiatives, programs/processes, and special projects, as assigned.