Manager, HR Operations (Hybrid, Puerto Rico)

RTX•Santa Isabel, PR

2d•Hybrid

About The Position

The Manager is a part of the Service Center Leadership Team in Business Solutions. The service center will provide support for all RTX Business Units in Mexico, and will provide direct and indirect support to employees, managers, and HR professionals. This role is responsible for providing strategic and day-to-day supervisory support to advisors covering various HR-related disciplines. This role plays a critical part in delivering a best-in-class employee experience by driving first contact resolution, improving customer satisfaction, leveraging automation, and implementing continuous process improvements. The Manager will leverage customer data, analyze trends, oversee day-to-day activities and operational efficiency of a team of human resources customer service advisors to meet or exceed defined goals and objectives. This role will lead, coach, mentor and develop a team of Contact Center resources whose responsibilities include intaking, interpreting, researching, responding, and escalating inquiries related to a wide variety of routine managerial and human resources related tasks to complex transactions, and enterprise-wide initiatives.

Requirements

A Bachelor's Degree or equivalent experience and minimum 8 years prior experience in IT project management, or an Advanced Degree in a related field and minimum 5 years experience.
Experience with HR policies and procedures or other centers of expertise (i.e., Compensation, Benefits, Talent Management, Recruiting, etc.) within HR
Proficient-to-advanced knowledge of MS Office applications (Outlook, Excel, PowerPoint, Teams, OneNote, etc.)

Nice To Haves

Ability to work with highly sensitive and confidential material and possess good business judgment and ethics
Previous experience in an HR Shared Services center or a similar customer facing type of environment is preferred
Customer Contact Center experience preferred
Experience supervising teams with 3 or more employees is preferred
Experience with Workday
Exceptional problem-solving skills and strong customer service skills
Strong analytical ability with large amounts of data
Ability to partner and interact with senior management and executives
Ability to exert influence when required with customer base
Strong attention to detail and organizational skills for documenting workflows and standard work
Excellent communication skills (written and oral) with all levels of the organization

Responsibilities

Responsible for supervising, coaching, leading, and developing team members in the Services Center who provide employee and leader guidance related to routine and complex people management activities across all business lines.
Manage day-to-day Contact Center operations across all service channels including phone calls, emails, chats, portal requests, and voicemails via a Case Management tool.
Conduct regular performance reviews and one-on-one coaching sessions; create action plans to support employee growth and retention.
Foster, develop and maintain strong internal and external relationships with key Vendors, HR Partners, Centers or Expertise (COEs) and employees at all levels of the organization.
Monitor customer satisfaction by reviewing survey comments and identify and act on areas of opportunity.
Monitor key performance indicators (KPIs) such as average handle time, FCR rate, and quality scores to identify opportunities for process improvements using the RTX continuous improvement tools and programs.
Develop and analyze service center reports and prepare leadership presentations reflecting service center performance and trends.
Review call stats, forecasts, and analyze trends to identify opportunities for improvement through technology and communication to address high call volumes.
Maximize the utilization of technology, automation, self-service functions for contact center tools including case management, IVR and other related systems to positively impact the productivity of the team and support services for the customers - this includes proactive utilization of case management and telephony/IVR solutions to drive proactive actions regarding service delivery.
Occasional travel to other sites within the company to support initiatives, build relationships, and drive operational excellence.
This position will reference written work instructions for guidance with daily job activities. Work instructions are available in English only.