Lead, HR Operations

Lennar•Miami, FL

2d•Onsite

About The Position

The Lead, HR Operations drives the day-to-day activities of the HR Operations team to provide a quality service (i.e., accurate and timely entry and response) to all Lennar Associates who contact the Shared Service Center with Benefits, Payroll, and other HR inquiries.

Requirements

Bachelor’s degree in HR or related discipline preferred.
Minimum 2-3 years supervisory experience, including leading and developing teams, preferably in a shared services or call center environment.
Minimum of 3-5 years’ experience in Human Resources, including concepts and administration of Payroll, Benefits, Compensation, and/or Recruitment.
Experience with HRMS software preferred; ServiceNow and Workday experience a plus.
Intermediate knowledge and understanding of Federal, State, and Local legislative employment and health care laws and regulations.
Proven experience providing an excellent level of customer service.
Ability to influence and act based on fast-paced and perpetually changing environment.
Ability to communicate and partner with Associates across all levels of the organization.
Ability to maintain confidentiality.
Ability to utilize existing resources and locate new resources to assist in resolving complex situations.
Ability to lead oneself and others, enable change, improve processes to deliver results that contribute to the Lennar business strategy.

Nice To Haves

ServiceNow and Workday experience a plus.

Responsibilities

Supports HR Operations Manager by leading the day-to-day operations for the team of HR Specialists.
Operational oversight and decision-making: Owning daily workflow distribution, independently prioritizing and reallocating work, resolving complex cases, and ensuring service-level targets are met without direct oversight.
Guides and provides new hire and continued development training to the team.
Manages unresolved inquiries by partnering with COEs to find solutions, responses, and apply to further improve existing processes and practice. Utilize high judgment to escalate to Manager based on complexity of situations.
Continuous improvement and metrics ownership: Monitoring KPIs, identifying trends, recommending process improvements, and ensuring adherence to quality standards.
Coaches and mentors peers. Shares knowledge and experience to develop self-service.
Serves as a subject matter expert and resource for HR policies and practices, state and federal laws, and company HR standard operating procedures.
Maintains an up-to-date knowledge on the administration of Lennar policies and procedures, benefits, payroll, and vendor relationship support.
Consults with Associates and provides training, accurate responses, and support in problem resolution regarding Lennar policies and procedures, benefits, payroll, and vendor support.
Responds to Associate and people manager inquiries via live chats, e-mails, and other communication formats regarding HR questions, issues, problems, and status changes within defined Service-Level Agreements (SLAs) and quality measures.
Provides sound judgment and/or resolution on Associate issues by utilizing resources i.e. policy, process, and relevant employment law.
Serves as an HR advocate/Virtual HR Generalist; provides Associates with a form to express concerns and react in a professional and empathetic manner.
Models service delivery that fosters a Tickled, Delighted, and Happy (TDH) experience outcome.
Performs other duties as assigned.