POSITION OVERVIEWThe Human Resources (HR) Solutions & Services Supervisor is responsible for overseeing and managing HR assistance provided by the HR Solutions Center (HRSC) to deliver exceptional service to internal customers and external stakeholders. Leads a team of HR Solutions Partners to respond to inquiries, develop solutions, implement special projects, and plan/document/coordinate HR programs, processes and services. Oversees and participates in day-to-day transactional, coordination and project activities. Guides the team in contributing to a positive employee experience as a key contributor to the HR department's brand and the Company's employee value proposition.
POSITION-RELATED RESPONSIBILITIESHR Solutions & Services:
- As the leader of the HR Solutions Center (HRSC), a unique and critical function within the HR operating model, the HR Solutions & Services Supervisor collaborates extensively with HR Business Partners (HRBPs) and HR Centers of Expertise (COEs) to develop HR solutions; focuses on creating a positive employee experience and contributing to HR being consistently trusted and
strategic partners to the business. - Develops and implements internal procedures and protocols to guide the team in acting as the first point of contact to field HR questions from employees, leaders and external stakeholders via electronic communications formats, phone and in-person requests; coaches team to use knowledge of HR services and resources to deliver exceptional service and respond to questions
in a professional, efficient, effective and friendly manner; may also perform these activities. - Provides leadership and development of the HR Solutions & Services team through effective direction, delegation, coaching, and performance management to ensure achievement of required performance standards and focus on continuous improvement of services provided.
- Trains the HRSC to manage process flow and resolution of HR service tickets in Workday (or other workflow management system); educates and coaches HR teams and employees in using standard HR processes and technologies for effective and efficient management of questions and requests.
- Partners across HR to build and maintain a knowledge repository of information the HRSC can use to respond to inquiries and tickets; includes development of direct-access resources for employees and leaders.
- Develops, implements and maintains a standard escalation protocol for the HR Solutions Center; acts as an escalation point for complex inquiries and directs the team in assigning tickets to the appropriate resources on other HR teams.
- In partnership with the HR Operations Manager, designs and implements service level agreements for services provided by the HRSC; assists in educating HRSC, HRBP and HR COE team members about respective accountabilities to align with service level expectations.
- Supervises the daily activities and workload of the team, including oversight of the accuracy and timely resolution of all incoming inquiries and tickets; regularly monitors team performance by tracking and using data; manages according to service level agreements.
- Ensures the effective and efficient maintenance, administration and delivery of HR operational activities, transactions and services in support of HR programs, processes and projects; may also participate in these activities as a member of the team.
- Consults with HR COEs and HRBPs to recommend process improvements that will contribute to more efficient HR work practices; demonstrates proficiency as a subject matter expert for operational aspects of HR processes.
- Researches, evaluates options and identifies resources in response to requests that support defined HR requests and objectives; may include identifying internal subject matter experts and external business partners and/or recommending use of vendors and products.
- Trains and leads the team through issue resolution processes, including root cause analysis as well as issue and workload prioritization.
- Coordinates and leads team meetings, including agenda generation and tracking of action items for follow up.
- Handles highly confidential and sensitive information with care, and uses independent judgment to plan, prioritize and organize a diversified workload.
Tracking, Reporting & Technology:
- Understands and effectively utilizes HR information systems to obtain, store and analyze pertinent data and information within the parameters of job responsibilities; leverages current technology and tools to their fullest, and ensures accuracy and consistency of data inputs to preserve enterprise data integrity.
- Identifies key performance indicators (KPI's) and metrics for the HRSC and uses data to track performance to plan; provides regular progress reports to leadership and takes action to address gaps.
- Assists in the design and development of the HRIS and other HR technologies/software.Participates in HR technology/system design, testing, upgrade, and/or enhancement.
Team Contribution & Collaboration:
- Performs personal administrative tasks (e.g., travel arrangements, pro cards, expense reports), calendaring, vendor management, and assigned administrative responsibilities.
- Contributes to the design, development, documentation, and continuous improvement of HR Operations and HR processes and procedures; adheres to approved processes and quality standards.
- Leads or assists with HR Operations and enterprise HR initiatives, programs/processes, and special projects, as assigned.
- Performs other duties as assigned.
- This position may provide services to affiliates of the Company subject to the UNS Energy Code of Conduct and the related Policies and Procedures.
Management Responsibilities:
- Ensures Company's management principles, policies and programs are consistently practiced, and continually supports the Affirmative Action Plan.
- Assumes fiduciary responsibility for operating the business and provides recommendations on cost improvement measures.
- Ensures that the Performance Management program is administered uniformly and effectively.
- Complies with and administers the terms and conditions of Collective Bargaining Agreements, when applicable.
- Administers personnel functions, including recruiting, review and approval of job descriptions and salary classifications, and selection and placement of personnel. Participates in hiring, promoting, assignment, direction, and termination of staff. Ensures compliance with all applicable local, state and federal laws, regulations and standards, company policies, practices and ethical obligations to investigate, evaluates and recommends appropriate resolution to employee complaints.
- Promotes and participates in the professional development, personal growth and career planning of team members.
- Motivates, recognizes, rewards, coaches, advises, and trains; provides feedback to employees during performance reviews.
- Participates in Leadership Development programs.
- Addresses disciplinary and/or performance issues, according to company policy, and communicates effectively with employees regarding corrective action. Has input into the adjustment of grievances and administration of discipline.
- Plans day-to-day operations, estimates personnel needs and schedules, and assigns work.
- Evaluates the structure and team plan for continual improvement of the efficiency and effectiveness of the group.
Knowledge, Skills & Abilities- (Equivalent combination of education and experience will be considered.)
- Bachelor's degree in Project Management, Business Management, Human Resources or related disciplines with minimum of 5 years in related experience or an equivalent combination of education and experience.
- Demonstrated leadership skill and ability with a minimum of 4 years of supervisory/leadership experience.
- Knowledge of developing projects and programs to achieve HR strategic objectives and compliance with employment laws and policies.
- Demonstrated ability to communicate effectively with diverse groups across functional lines.
- Must have high level of interpersonal skills to handle sensitive and confidential situations. Position continually requires demonstrated poise, tact and diplomacy to deliver exceptional customer service.
- Knowledge and demonstrated ability of advanced levels of Microsoft Office (Word, Excel, Outlook, PowerPoint) and relational databases (Workday and/or ServiceNow preferred).
- The ability to follow through on projects by using independent judgment, analytical skills and through the delegation and support by leading others.
- Excellent organizational skills with flexibility to handle multiple projects and to prioritize assignments in a changing environment.
- Demonstrated ability in managing relationships and creative problem solving.
