HR Service Center Team Lead

Luminis Health • Annapolis, MD

3d • $30 - $40

About The Position

The HR Service Center Team Lead provides operational leadership and subject matter expertise within the HR Service Center. This role supports daily queue management, coaching, quality oversight, and SLA performance while service as a Tier 2 escalation point. The Team Lead partners closely with the Manager, HRIS, to drive service excellence, continuous improvement, and employee experience outcomes.

Requirements

• Minimum of 4-6 years of progressive experience in Human Resources or customer service including experience in service delivery, shared services, or HR Operations.
• Strong interpersonal, listening, verbal, and written communication skills, with the ability to interact effectively with employees and leaders at all levels of the organization.
• Detail-oriented with strong organizational skills and a commitment to accuracy and quality.
• Demonstrated ability to adapt and maintain effectiveness in a fast-paced, rapidly changing environment while sustaining a positive, customer-focused attitude.

Nice To Haves

• Associate's degree in human resources, Business Administration, or related field preferred.
• Bachelor’s degree preferred.

Responsibilities

• Serve as the Tier 2 escalation point for complex, sensitive, or high impact inquiries. Provide advanced guidance and resolution support while ensuring alignment within HR policies, compliance standards, and service expectations.
• Oversee daily case volumes and workload distribution to ensure timely response and resolution within established SLAs. Monitor queue health, aging cases, and escalation trends.
• Ensure knowledge base accuracy and consistency. Review and approve updates to SOPs, scripts and knowledge articles, identify content gaps, and coordinate improvements with the Centers of Excellence.
• Prepare ad hoc and required reports, analyze trends, complete employment verification requests, and support audits (e.g., I-9, payroll, compliance reviews).
• Collaborate with Centers of Excellence and other stakeholders to resolve escalated cases, clarify policies and support enterprise-wide initiatives.
• Drive adherence to SLAs and operational metrics, identify root causes of delays or service gaps, and implement corrective actions to improve efficiency and effectiveness.
• Identify process improvement opportunities, support system enhancements and testing efforts, and lead adoption of new tools or procedures within the Service Center.
• Support onboarding and training of new team members. Foster a collaborative, accountable, and service-oriented team environment.
• Participate in HR projects, audits, compliance activities, and other strategic initiatives as assigned by the HRIS manager.

Benefits

• Medical, Dental, and Vision Insurance
• Retirement Plan (with employer match for employees who work more than 1000 hours in a calendar year)
• Paid Time Off
• Tuition Assistance Benefits
• Employee Referral Bonus Program
• Paid Holidays, Disability, and Life/AD&D for full-time employees
• Wellness Programs
• Employee Assistance Programs and more

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree