HRSS High volume support Manager

MGM Resorts International • Las Vegas, NV

4d • Onsite

About The Position

The HR Shared Services Manager is responsible for supporting the Supervisor in managing day-to-day operations of HRSS. A main focus of this role is to drive self-service, implement and manage automations, manage process improvements, and coach and develop team members. This role is required to analyze operational trends to identify training opportunities and potential process improvements. The manager is accountable for ensuring all escalated employee, manager and HR team inquiries are accurately addressed in a professional and timely manner within established SLAs. As member of HRSS management team, the HRSS Manager ensures that HR service needs are addressed in the most responsive and efficient manner possible with a focus on providing exceptional service to the organization.

Requirements

• 2+ years of prior relevant experience in Human Resources operations, i.e., employment, compensation, labor relations, etc. required

Responsibilities

• Manage team members to promote individual development and career growth as well as provide for sufficiency of back-up capabilities.
• Lead project initiatives by coordinating testing, tracking progress, identifying risks, and ensuring timely completion of assigned deliverables.
• Lead change management for HRSS process, policy, and technology updates by developing communication and training plans, engaging key stakeholders, and monitoring adoption to ensure a smooth transition and sustained improvements.
• Identify opportunities for continuous improvement by analyzing workflows, trends, and performance outcomes that leads to the implementation of solutions to improve efficiency, accuracy, and service quality.
• Create and maintain governance of HRSS Resources, including SOPs, Knowledge Base articles and continuous training materials.
• Handle escalated employee/manager/HR inquiries and ensuring resolution with SLAs.
• Implement and manage new and existing automations, focusing on the improvement of SLAs and the employee experience.
• Create and maintain a work environment that promotes guest service, teamwork, performance feedback, individual recognition, mutual respect, and employee satisfactions to ensure quality hiring, training, and succession planning that encompasses the company’s diversity commitment.
• Monitors performance against service level targets and modifies processes, workflow, staffing, and other resources to achieve target results.
• Conduct scheduled and ad hoc quality assurance audits in order to improve employee experience.
• Responsible for conducting on-site trainings, Kaizen participation.

Benefits

• Wellness incentive programs to help you stay healthy physically and mentally
• Access to company hotel, food and beverage, retail, and entertainment discounts as well as discounts with company partners on things like travel, electronics, online shopping, and more
• Free parking on and off shift
• Health & Income Protection benefits (for eligible employees)
• Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed