JOB SUMMARY:
The Supervisor, HR Support Center serves as the Company's subject matter expert for HRIS support, troubleshooting, training, and end-user experience. This role provides advanced functional expertise across global HR systems, partners closely with Field Operations, HR, Payroll, IT, Finance, and business leaders to resolve complex issues, drive process improvements, and enhance system utilization.
This position leads a global HR support team located in the United States and India. The role is responsible for ensuring consistent HR service delivery, developing team capabilities, maintaining data integrity, and supporting strategic HR initiatives across a global workforce.
RESPONSIBILITIES:
The following items represent the essential functions and accountabilities for this position. This description is not meant to be all inclusive nor to prevent other duties from being assigned when necessary. Responsibilities may change at any time with or without notice. Regular and reliable attendance is essential and required in performance of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
- Serve as the primary global HRIS functional expert and escalation point for complex system-related issues.
- Troubleshoot and resolve employee data and workflow issues in the HR system, partnering with Field Operations, HR, Payroll, IT, Finance, and external vendors.
- Develop and deliver HRIS training programs, user guides, job aids, and process documentation for HR, managers, and employees.
- Lead HRIS user adoption initiatives and identify opportunities to improve system utilization and employee experience.
- Maintain HR data integrity through audits, validation processes, and continuous monitoring of data quality.
- Support implementation, testing, upgrades, releases, and enhancements for HR technology platforms.
- Analyze HR processes and recommend solutions to improve efficiency, compliance, reporting accuracy, and service delivery.
- Develop, monitor, and report on HR Support Center service metrics, case volumes, trends, and performance indicators.
- Manage and develop a global HR support team (US and India).
- Provide leadership, coaching, performance management, workload prioritization, and career development for direct reports.
- Establish service standards and ensure timely, high-quality resolution of employee and manager inquiries.
- Support employee relations (tier 1), performance management, organizational changes, policy interpretation, and other HR Generalist activities.
- Partner with HR Business Partners and business leaders to address workforce and employee support needs.
- Ensure compliance with applicable employment laws, company policies, data privacy requirements, and internal controls.
- Participate in and lead cross-functional projects supporting HR transformation, process optimization, and organizational effectiveness.
KNOWLEDGE, SKILLS, & ABILITIES
- Strong customer service orientation and commitment to continuous improvement.
- Advanced proficiency with HR technology platforms (i.e., Workday).
- Advanced HRIS functional expertise with the ability to diagnose and resolve complex system issues.
- Advanced knowledge of HR operations, employee lifecycle processes, and service delivery models.
- Advanced analytical and problem-solving skills with the ability to identify root causes and implement sustainable solutions.
- Advanced reporting and data analysis capabilities utilizing HR systems and reporting tools.
- Strong understanding of HR data governance, security, and privacy principles.
- Demonstrated ability to lead geographically dispersed teams across multiple time zones.
- Strong project management and change management skills.
- Excellent verbal, written, facilitation, and presentation skills.
- Ability to build effective partnerships with Field Operations, corporate functions, and other business stakeholders.
- Ability to manage multiple priorities in a fast-paced, global environment.
- High level of professionalism, discretion, and confidentiality.
EDUCATION & EXPERIENCE
- Bachelor's degree in HR, Business, Information Systems, or a related field preferred.
- Minimum of 7-10 years of progressive Human Resources experience.
- Minimum of 3-5 years of experience supporting and administering Workday.
- Minimum of 2 years of people leadership experience preferred.
- Experience managing or coordinating global HR operations and support functions preferred.
- Experience partnering with Field Operations, IT, Payroll, Finance, and third-party vendors on system enhancements, implementations, or integrations preferred.
- Professional certifications such as SHRM-CP, SHRM-SCP, PHR, SPHR, or comparable HR/HRIS certifications preferred.
- Professional certifications such as lean six sigma belt (green or black), lean, certified process improvement professional (CPIP), or change management (i.e., Prosci Change Management Certification) preferred.
- Experience working with global teams and cross-cultural business environments preferred. Ability and willingness to travel domestically and internationally, including periodic travel to India.
TRAVEL:
Required
At least once every 2 years to India for a week or two
Goa, India
WORKING RELATIONSHIPS/CONTACTS:
80% Internal-facing (e.g., office, field, etc.) –Field Operations, HR, Payroll, IT, Finance, and business leaders.
20% External-facing (e.g., customers, vendors, government agencies, etc.) – vendors and US government and state agencies.
Supervision of Others – Yes or No.
