Manager Team Member Services

Hilton Grand Vacations•Orlando, FL

About The Position

The Team Member Services (TMS) and HR Lifecycle Manager leads centralized HR services to provide team members and leaders with a consistent, efficient, and high-quality experience. The role drives operational excellence through standardized processes, optimized service delivery, and continuous improvement, and oversees the end-to-end Team Member Life Cycle, including onboarding, job changes, and offboarding, using a digital-first approach. The Manager leads a team responsible for high-volume HR transactions and inquiries and partners with HR Centers of Excellence, HR Business Partners, Talent Acquisition, Legal, and the business to align services and support a positive team member experience. This role oversees service metrics, lifecycle compliance, HR Helpdesk and related technology, system workflows, process documentation, and escalation resolution. It also coaches and develops the team and supports enterprise HR initiatives.

Requirements

Demonstrated excellence in coaching and leading teams.
Expertise in managing complex employee relations issues, including conflict resolution and coaching managers through difficult situations.
Ability to lead by example and provide sound guidance amid ambiguity and complexity.
Ability to establish and maintain strong relationships, negotiate common approaches, and work collaboratively or independently with all levels of management and team members.
Excellent verbal and written communication skills.
Proficiency with Microsoft Word, Excel, and PowerPoint, and ability to learn and adapt to new technologies and platforms.
Analytical and thoughtful problem-solving skills and a sense of urgency.

Nice To Haves

Strong organization and prioritization skills, including managing multiple priorities and completing substantial workloads effectively under tight deadlines.
Leadership and partnering skills, including the ability to thrive in a matrixed organization and influence without direct authority.
Strong diagnostic, problem-solving, and analytical skills.
Strong consulting, influencing, and collaboration skills, including the ability to work across functions and the organization.
Ability to work in a fast-paced, high-pressure environment.
Good judgment and decision-making skills, with the ability to anticipate needs.
Thorough understanding of laws, regulations, and company guidelines or policies.
Experience understanding multiple business operations and strong business acumen.
Experience in other HR areas and designing and implementing effective solutions.
Experience working in a large, matrixed environment.
Knowledge of and practical support for workforce planning, succession planning, and performance management processes.
Experience leading or supporting organizational changes, such as restructures, mergers, or technology implementations.
Proven ability to collaborate with managers on staffing plans, talent development, and organizational design.

Responsibilities

Lead the Team Member Services function and deliver consistent, high-quality support across the team member lifecycle.
Oversee daily operations of the TMS and HR Lifecycle teams, including a TMS Supervisor, TMS Specialists, and HR Lifecycle Specialists.
Establish and monitor service metrics, including SLAs, resolution times, and quality standards.
Standardize processes and workflows to improve scalability, consistency, and efficiency.
Drive continuous improvement through process optimization and technology enablement.
Lead onboarding, job changes, offboarding, and other end-to-end lifecycle processes.
Own I-9 processes, vendor relationships and audits, WOTC, the unemployment vendor relationship, and required offboarding documents.
Ensure offboarding is compliant with state and federal regulations and provides a positive experience.
Lead exit interviews and share actionable feedback and insights with HR Business Partners.
Ensure employment transactions are accurate, timely, and compliant with policies and regulatory requirements.
Monitor lifecycle metrics, identify trends, and drive improvements to the team member experience.
Partner with HRBPs, COEs, Talent Acquisition, Legal, and the business to coordinate HR programs and lifecycle transitions.
Serve as the primary escalation point for transactional HR matters and TMS and HR Lifecycle process or system issues.
Provide actionable insights on service trends, gaps, and opportunities for improvement.
Support enterprise HR initiatives by ensuring operational readiness and aligned execution.
Ensure prompt, accurate, and effective resolution of team member inquiries; escalate complex or sensitive matters appropriately.
Identify inquiry trends and address root causes to improve the team member experience.
Lead, coach, and develop the TMS Supervisor, TMS Specialists, and HR Lifecycle Specialists.
Build team capability in service delivery, operations, and lifecycle execution, and foster accountability, ownership, and continuous improvement.
Own and optimize HR Helpdesk and onboarding and offboarding technology, including effective utilization, data integrity, and alignment with business needs.
Drive consistent HR Helpdesk intake, service request and case management, and resolution practices.
Oversee the onboarding and offboarding service delivery model and the team executing these processes.
Ensure onboarding and offboarding workflows integrate with Oracle, HR Helpdesk, and eFiles.
Design, document, and continuously improve scalable end-to-end TMS processes.
Establish and maintain standard operating procedures for lifecycle transactions and service delivery.
Use reporting and analytics to monitor performance, identify trends, streamline workflows, reduce manual effort, and improve service quality.
Partner across functions to align technology, processes, and the TMS and Team Member Life Cycle experience.
Embody Hilton Grand Vacations values of Hospitality, Integrity, Leadership, Teamwork, Ownership, and Now.
Complete required company training and compliance courses, follow company standards and policies, and perform other related duties as assigned.