Lead HR Shared Services Spec
About The Position
Lead and support a high-performing HR Shared Services team dedicated to delivering exceptional customer service and operational excellence. As the primary point of contact for HR transactional inquiries and HR system support, this role serves as a subject matter expert, ensuring timely resolution of employee and manager requests. The HR Shared Services Lead drives process improvements, monitors transaction quality, provides team guidance and coaching, and partners with HRIS to enhance system functionality and service delivery. This position requires strong critical thinking, communication, leadership, and customer-focused problem-solving skills. The HR Shared Service Lead will coordinate and manage the HRSS team. Lead role is the primary point of contact for customers seeking assistance with PeopleSoft HR module related transactional issues. Utilizes knowledge of the standards of operations and of the tools necessary to monitor HR transaction quality and reports results. Serves as the Subject Matter Expert for HR transaction inquiries. May recommend system functionality enhancements or team productivity improvements. Provides guidance to other HRIS and HRSS staff to ensure that a consistent and positive customer experience is being projected and that inquiries are being resolved as quickly and efficiently as possible. This position will require a high degree of critical thinking combined with exceptional oral and written skills and a high focus on providing a world-class customer experience to employees.
Requirements
- Bachelor's Degree or Equivalent Work Experience
- 6 years related business experience
- HRIS Systems and HRSS call center experience
- Strong working knowledge of MS Office - including Word, Excel, PowerPoint and Outlook
- Strong attention to details and dedication to identify areas of strength and opportunity
- Strong communication skills, organizational and negotiation skills
- Ability to identify changes needed to better the process and support the HRIS and HRSS Team
- Utilizes judgment, diplomacy, and collaboration skills to interact positively and communicate appropriately with team members, management, stakeholders and customers
- Ability to independently research and respond to technical questions and issues
- Ability to combine technical knowledge with an understanding of expectations to offer creative solutions to complex problems in a practical, timely and efficient manner
- Strong consulting skills and demonstrated ability to work in a team environment, as a team leader and member
Responsibilities
- Coordinate and manage the HRSS team.
- Serve as the primary point of contact for customers seeking assistance with PeopleSoft HR module related transactional issues.
- Monitor HR transaction quality and report results.
- Serve as the Subject Matter Expert for HR transaction inquiries.
- Recommend system functionality enhancements or team productivity improvements.
- Provide guidance to other HRIS and HRSS staff to ensure consistent and positive customer experience and efficient inquiry resolution.
- Maintain a broad base of technical skills to diagnose and resolve HR Shared Services transactional issues.
- Review requests to ensure all required information is available to enter into the HR System of Record (SOR) in accordance with established policies and business processes.
- Monitor HR Shared Services inbox queue to ensure service level agreements are maintained.
- Conduct and report audit results by measuring HRIS’s accuracy.
- Collaborate with Payroll and HR Shared Services to resolve data integrity issues.
- Work with Cerner to resolve situations identified by HR Shared Services Call Center personnel.
- Act as a member of a cross-functional Performance Management HR Coordinator team that researches, resolves, and assists employees and managers with the Performance Management Process Cycles, including reporting metrics.
- Run reports and respond to data requests and create reports as needed; provide data analysis.
- Research data entry issues and respond appropriately to resolve.
- Ensure integrity and security of employee data.
- Generate and validate canned and ad-hoc reports to help improve operational outcomes.
- Create dashboards to organize, analyze and interpret data from the call center database that provide pertinent information to and answer questions from management.
- Assist HRIS Leadership with establishing and improving defined business processes to meet production and performance goals.
- Collaborate with HR seniors to research, collect and process information for projects.
- Create suggestions for additional or changes to existing knowledge and process documents.
- Coach and mentor a high performing team to enable them to do their best work and support their development.
- Train and mentor less experienced staff on processes and procedures.
- Provide guidance and serve as a resource and mentor to other HRSS Team members.
- Create a positive work environment that encourages others' ideas and opinions.
Benefits
- Comprehensive health coverage, including medical, prescription, infertility, and transgender health services.
- Generous paid time off, including vacation accrual from day one, sick leave, holidays, and a personal day.
- Financial wellness support, including a 401(k) plan and healthcare and dependent care spending accounts.
- Employer-paid life, AD&D, and long-term disability coverage, with optional supplemental plans.
- Tuition assistance
- Fitness resources
- Employee assistance
- Commuter benefits
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What This Job Offers
Job Type
Full-time
Career Level
Manager
