Manager, HR Service Delivery

W.W. Grainger, Inc.•Lake Forest, IL

33d•$93,000 - $154,900•Hybrid

About The Position

The Manager, Human Resources Service Delivery is responsible for overseeing the delivery of high-quality Tier 1 & Tier 2 HR services to the organization, ensuring that HR operations and support are efficient, customer-focused, and aligned with company goals. This role involves managing a team of HR professionals, optimizing HR processes, and acting as a liaison between the HR department and other business units. The Manager, Human Resources Service Delivery will also focus on continuous improvement initiatives, the employee experience, and the integration of technology in HR service delivery. This is a hybrid role that is onsite in Lake Forest two days a week.

Requirements

Bachelor's Degree preferred
3+ years HR and/or Customer Service required
1+ years Supervisory preferred
Strong leadership and team management abilities, with experience leading and developing HR teams.
Excellent communication and interpersonal skills, with the ability to influence effectively with all levels of the organization.
Problem-solving skills and the ability to manage complex HR-related issues with diplomacy and confidentiality.
Customer-focused mindset with a commitment to enhancing the employee experience.
Strong organizational skills and the ability to manage multiple priorities simultaneously.
Strong competence with the use of HR and voice software applications including SAP, SuccessFactors, Service Now Avaya, Verint and other emerging technologies

Responsibilities

Oversee daily HR service delivery, ensuring timely and effective resolution of inquiries and requests.
Lead the HR service delivery team to meet or exceed SLAs and KPIs, and manage HR service processes and workflows.
Manage and mentor the HR team, providing coaching, support, and development opportunities.
Identify opportunities to streamline HR processes, drive continuous improvement, and ensure compliance with policies and regulations.
Act as a point of escalation for complex team member inquiries, collect and analyze feedback, and champion a customer-service-oriented approach.
Partner with other HR functions and departments to ensure seamless service delivery and address team member concerns proactively.

Benefits

With benefits starting on day one, our programs provide choice and flexibility to meet team members' individual needs, including:
Medical, dental, vision, and life insurance plans with coverage starting on day one of employment and 6 free sessions each year with a licensed therapist to support your emotional wellbeing.
18 paid time off (PTO) days annually for full-time employees (accrual prorated based on employment start date) and 6 company holidays per year.
6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required.
Employee discounts, tuition reimbursement, student loan refinancing and free access to financial counseling, education, and tools.
Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents.

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