Responsible for leading ongoing operations, process improvement and vendor management in the HR shared service center including payroll, recruiting and on boarding, as well as the help desk for other HR technology questions. Also responsible for a team which answers questions related to payroll and recruiting policy compliance across the company as well as working with field management in situations of non-compliance.
Manage a cross-functional team to execute against HR Shared Service (HRSS) goals and objectives.
Design and implement “best-in-class” culture practices in the delivery of high quality services to the businesses and to associates.
Lead and direct the identification and isolation of HRSS process and program issues.
Manage HRSS service issues and escalations.
Drive HRSS process improvements, automation and harmonization.
Review both quantitative and qualitative HRSS performance reports with senior management and HR governance.
Liaise with external vendors to facilitate the day-to-day performance of the vendors and their delivery, as well as their integration with the internal ServiceMaster HRSS Center.
Partner with all business stakeholders to design and monitor internal Service Level Agreements (SLA’s).
Design and create strong Quality Assurance (QA) processes in HRSS areas (workforce administration, payroll management, call centers, web portal, HR technology platforms, etc.).
Participate in technical project initiatives to assist with improving HR and HR-aligned technology (PeopleSoft, PeopleAnswers, SuccessFactors, etc.) and business processes that will enhance the HR service delivery model.
Collaborate with the HR Planning and Operations Leadership team to use data and statistical information to analyze, recommend and implement process and/or technology improvements that will enhance the service delivery model.
Work closely with the HR Planning and Operations Leadership Team to manage all contracts related to HR.
Assist in the tracking of SLA delivery metrics and ensuring vendor accountability.
Manage ServiceMaster’s PMO which includes project management, change management and HR communications.
Bachelor’s degree in human resources, workforce administration, technology, or business management required.
Master’s degree preferred.
Eight to 10 years of management experience in cross-disciplinary functions, ideally business analytics and measurement, call center management, human resources and workforce administration, technology, and payroll processing.
Ability to demonstrate a strong strategic focus, translating business objectives into center of Excellence goals and objectives.
Ability to conceptualize, design and implement improvements in customer satisfaction and the customer experience.
Ability to lead and maintain a competent, motivated and qualified cross-functional staff.
Ability to demonstrate project and process management skills.
Effective communication with all organizational levels in a dynamic, fast paced, high pressure work environment.
Ability to demonstrate effective problem solving, decision making and conflict resolution skills.
Ability to demonstrate a thorough understanding of supported business processes in all areas of HR/workforce administration/benefits, finance/payroll and call center management.
Physical Demands and Working Conditions
The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Incumbent must be prepared to:
Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
Sitting for long periods of time while using office equipment such as computers, phones and etc.
Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.
Incumbent is required to have:
Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.
Incumbent will be subject to:
Inside working conditions: The change of building environment such as with or without air conditioning and heating.