People Services Manager

United Technologies   •  

East Hartford, CT

Industry: Transportation


5 - 7 years

Posted 49 days ago

The key responsibilities of this role will include:

  • Work as a strategic partner to implement operational strategies to improve near and long term business performance
  • Help to lead, coach and support a large team employees through challenging performance management situations as well as creating development opportunities
  • Be an employee and customer advocate who specializes in creating a culture focused on exceptional customer service, where individualized actions are taken to promote and support all client interests
  • Partner with leadership to communicate and implement People Services programs that support business goals and drive results
  • Be a subject matter expert for all relevant People Services and company-wide processes and policies
  • Foster, develop and maintain strong internal and external relationships with key vendors, Executives, HR Partners, and all levels of the organization
  • Interpret simple and complex company and business unit policies and procedures, having the ability to convey them in a simplified manner
  • Monitor and maintain customer satisfaction levels by reviewing survey comments and dashboards ensuring the team acts on areas of opportunity
  • Ensure Performance Connections are completed timely and focus on employee development and engagement
  • Provide advisory escalation support and exert influence
  • Act as the point of escalation for both customer and process queries and complaints and take personal responsibility to ensure that a satisfactory outcome is achieved
  • Work with the relevant HR COE groups and BU HR to expedite effective query resolution
  • Maximize the tools and technology to positively impact the productivity of the team and service for the customer - this includes proactive utilization of case management, and telephony solutions to drive proactive actions regarding service delivery
  • Oversee, review, understand, and continuously improve processes within the organization while promoting quality, compliance management, and process improvements using the UTC “ACE” tools and guidance
  • Work collaboratively with all areas of Global People Services to ensure that the overall targets of the Service Center and overall organization are met and exceeded
  • Utilize the case management system to document and escalate inquiries following both defined and undefined process steps to achieve required service level agreements
  • Plan and develop service center reports, and prepare leadership presentations reflecting service center data and trends
  • Review call stats for trend analysis to identify opportunities for improvement through technology and communication toaddress high call volumes
  • Encourage the team to educate employees on HR services available and encourage employee and manager self-service
  • Monitor and evaluate the systems/software such as, Salesforce CRM, Enterprise version 5, Workday, telephony and interactive voice response (IVR), as well as all operational processes to ensure that they are maintained accurately and where required, identify ways of improving performance levels
  • Prioritize projects and activities and appropriately delegate and allocate work among staff members
  • Support business initiatives where required, be involved in global activities to ensure consistency across the People Services function
  • Manage the operational relationship with vendors directly supporting and impacting the service delivery options, for example: knowledge base, telephony, DXC, systems support, etc.
  • Use available systems and data to provide meaningful information and analysis to support recommended strategies
  • Occasional travel to other sites within the company to support initiatives, build relationships, and drive operational excellence
  • Special Projects and any other duties as assigned

Location: CT, NC, or Remote

Reporting Manager will change

Skills and Experience


  • 5 years of progressive experience supporting client groups – HR experience
  • 5 years of experience with HR policy or other areas of expertise (i.e. Compensation, Benefits, Talent Management) within HR is helpful
  • Ability to maintain composure and adapt to challenging and ambiguous situations while driving towards solutions
  • Ability to exert influence when required with customer base
  • Unwavering customer service orientation and demonstrated experience providing sound HR guidance as a trusted advisor toclients
  • Proven ability to deal with conflict and diffuse difficult situations
  • Prior success in creating set-change improvements to people processes
  • Demonstrated aptitude at identifying, attracting and developing talent
  • Skilled at facilitating change on a broad scale
  • Experience in managing multiple employees across various locations

Preferred: Experience/Qualifications

  • Previous experience in an HR Shared Services center or a similar customer -facing type of environment is preferred
  • Service center experience preferred
  • Experience with ADP Enterprise version 5, and Workday is preferred

Education and Certifications

Education / Certifications

Bachelor’s degree (or equivalent experience) with 5+ years of relevant experience; or

Master’s degree with 3+ years of relevant experience

Professional certification preferred (PHR, SPHR, etc.)

Job ID 01293805