POSITION SUMMARY In this role, you will oversee the day-to-day operations of the HR Service Center, ensuring employees and managers receive timely, accurate, and consistent support for their HR-related questions and needs. You will lead and develop a team focused on delivering exceptional service while identifying opportunities to simplify processes, improve efficiency, and expand self-service capabilities.
This is an opportunity for a hands-on, people-focused leader who enjoys balancing daily operations with continuous improvement. You will partner with HR teams across the organization to create a more connected, consistent, and scalable HR service delivery model.
RESPONSIBILITIESLead HR Service Center Operations
- Oversee daily operations, ensuring HR inquiries and service requests are addressed accurately, efficiently, and within established service expectations.
- Manage inquiry workflows, workload distribution, escalations, and service delivery standards to ensure consistent support across the organization.
- Establish and maintain standard operating procedures, training materials, and knowledge resources that promote accuracy and consistency.
- Monitor service trends and resolve operational challenges to improve the quality and efficiency of HR support.
Develop and Lead a High-Performing Team
- Lead, coach, and develop HR Service Center team members, establishing clear expectations for performance, accountability, and customer service.
- Build team capabilities through ongoing training, cross-training, knowledge sharing, and professional development.
- Foster a collaborative, customer-focused environment where team members take ownership of issues and look for ways to improve how work gets done.
Enhance the Employee Experience
- Ensure employees and managers receive responsive, helpful, and consistent HR support.
- Monitor customer feedback and service quality to identify opportunities to improve the employee experience.
- Partner with HR subject matter experts to resolve escalated inquiries and ensure employees are connected with the right resources.
- Promote the use of HR knowledge resources and self-service tools to help employees find answers quickly and independently.
Drive Continuous Improvement
- Analyze service metrics and inquiry trends to identify recurring issues, process gaps, and opportunities for improvement.
- Establish and monitor key performance indicators, including response and resolution times, service quality, customer satisfaction, and inquiry volume.
- Partner with key stakeholders to streamline workflows, improve technology utilization, and reduce manual work.
- Support the implementation of automation, knowledge management, and self-service solutions that improve service delivery and scalability.
- Provide regular updates on operational performance, service trends, improvement initiatives, and resource needs.
- Ensure service delivery practices align with company policies, confidentiality requirements, and applicable regulatory standards.
QUALIFICATIONS- Bachelor's degree in Human Resources, Business Administration, or a related field, or equivalent relevant experience.
- Minimum 5 years of experience leading an HR Service Center or comparable employee-support operation.
- Demonstrated experience managing service delivery operations, improving processes, and establishing standard operating procedures.
- Experience using HR systems, case management tools, reporting platforms, or employee self-service technology.
- Strong analytical skills and the ability to use data to identify trends, measure performance, and drive improvements.
- Excellent communication, problem-solving, and relationship-building skills.
- A customer-focused mindset with a commitment to delivering accurate, timely, and consistent service.
- The ability to balance day-to-day operational priorities with longer-term process improvement initiatives.
- Strong judgment and discretion when handling confidential employee information.
- Bilingual Spanish-English required.
