OverviewThe Manager, HR Shared Services serves as the day-to-day owner of the People Services Support Center, ensuring employees and managers receive timely, accurate, and consistent HR support. This role is responsible for managing HR case operations, escalation processes, service delivery standards, and team performance while actively driving key performance indicators and modeling a customer-first mindset. The role also leads continuous improvement efforts to enhance the employee experience, strengthen operational efficiency, and ensure alignment with HR policies, procedures, and service expectations.
Responsibilities- Own daily People Services Support Center operations, ensuring timely, accurate, and consistent support for employee and manager inquiries.
- Drive service delivery KPIs, including case volume, response and resolution times, backlog management, quality, and SLA attainment.
- Manage HR case processes, ensuring requests are triaged, documented, escalated, and resolved in alignment with policies and service standards.
- Partner across People Services to clarify ownership, coordinate escalations, and resolve complex employee and manager issues.
- Lead continuous improvement by using service trends, root causes, and feedback to improve processes, automation, self-service tools, and knowledge resources.
- Maintain service standards by partnering on operating procedures, service catalogs, knowledge articles, and quality expectations.
- Lead and develop the HR Shared Services team through clear expectations, coaching, feedback, development, and accountability for service excellence.
Additional Job Functions:- Other duties as assigned.
Qualifications- Bachelor's degree in Human Resources, Business Administration, or a related field required; equivalent combination of education and directly related experience may be considered.
- 5+ years of progressive HR operations, shared services, or employee support center experience required, including experience managing HR inquiries, case workflows, escalations, and service delivery expectations.
- 2+ years of leadership experience preferred, including coaching, performance management, workload prioritization, and accountability for team results.
- Demonstrated experience monitoring and driving operational KPIs, including response times, resolution times, SLA attainment, case volume, backlog management, quality, and customer experience metrics.
- Working knowledge of HR policies, employee life cycle processes, HR compliance requirements, and shared services operating procedures.
- Experience using HRIS, case management, knowledge management, or ticketing systems to document, track, analyze, and resolve employee and manager inquiries.
- Ability to analyze service trends, identify root causes, recommend process improvements, and support automation, self-service, and standardization initiatives.
- Strong communication, problem-solving, judgment, and stakeholder management skills, with the ability to support sensitive employee matters with professionalism, discretion, and confidentiality.
We're here for you-both personally and professionally.Our benefits are designed to support you and your family at every stage of life. From health and wellness to financial security and career growth, we offer a comprehensive package to help you thrive.
Here's a look at what we offer:Medical, dental, and vision plans, fertility benefits, and supplemental insurance options.
Vacation, personal days, and paid holidays to help you recharge.
- Financial & Retirement Planning
401(k) with employer contribution, plus Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs).
Short- and long-term disability, paid parental leave, basic life insurance, and optional additional coverage.
Employee Assistance Program, commuter benefits, pet insurance, and identity theft protection.
Opportunities and resources to support your career growt
