HR Shared Services Supervisor

TJX•Marlborough, MA

15h•Onsite

About The Position

The Human Resources Service Center Supervisor leads the daily operations of an assigned HR Service Center pod, ensuring associates receive timely, accurate, and high-quality support. This role is responsible for guiding and developing a team of HR Service Center associates while promoting exceptional customer service and efficient issue resolution. Leveraging in-depth expertise in HR systems, health and welfare benefits, paid time off programs, and leave of absence policies, the supervisor serves as a key resource for complex and escalated associate concerns, providing guidance and final resolution when needed.

Requirements

Bachelor’s degree or equivalent experience
Minimum 3+ years of Service Center experience
Mastery of HR process areas/services within the pod supported
Knowledge of legal and regulatory requirements by region, state, and population groups supported
Adept at courteously interacting with customers and ensuring their requirements are met
Strong written and verbal communication and presentation skills
Excellent interpersonal, problem-solving and leadership skills
Ability to stay calm in stressful situations and meet SLAs
Ability to prioritize work based on internal and external deadlines
Ability to remain flexible and pivot based on business needs
Understanding of HR workflows design in TJX systems
Understanding of navigating ServiceNow case and knowledge workflows
Ability to maintain confidentiality and apply privacy requirements
Proficient in Microsoft Office (specifically Excel, Word, and Outlook)

Responsibilities

Process routine transactions aligned to the pod the associate is anchored to support (e.g. associate inquiries, associate movement, separations, 1-9 verification)
Performs accurate and timely processing of HR transactions in HCM system
Interacts closely with Payroll and Compensation to ensure proper dataflow and execution.
Address and resolve complex issues escalated by HR Shared Services associates
Assists the Department Manager in supervising and ensuring the accurate delivery and administration of Human Resources policies and procedures.
Oversees Human Resource Administration for store/regions, D.C.'s and Home Office providing technical guidance to associates on issues
Analyzes and recommends system/department improvements as required.
Utilize key metrics to evaluate the performance of service center associates to identify the need for special training
Assign and delegate work tasks to service center associates according to effectively address customer demand
Collect and analyze service metrics to evaluate performance of their respective pod area.
Identify trends and determine root causes.
Identify opportunities for improvement.
Continuously collaborate with direct pod leader & other managers to understand best-practices and create efficiencies across the team
Work with the HRIS to design and implement solutions for the resolution of technical problems.
Lead team meetings and give presentations to HR Shared Services leaders
Hire, onboard, and train service center associates to deliver high standard customer service for their respective pod
Trains, develops and counsels H.R. Service Center associates with the goal of creating depth of talent within the department
Coach service center associates through challenging customer service issues
Conduct performance reviews, capacity planning, and identify technology improvement opportunities and determine action plans for improved operations
Other duties as assigned