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 a consistent, efficient, and high-quality experience for team members and leaders. The role drives operational excellence through standardized processes, optimized service delivery, and continuous improvement. It oversees the end-to-end team member lifecycle, including onboarding, job changes, and offboarding, with a digital-first approach and a focus on compliance and an engaging experience. The Manager leads teams 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 service delivery and support the team member experience. The role oversees service metrics, process and technology improvements, HR Helpdesk and lifecycle systems, lifecycle documentation and standard operating procedures, and escalations. It also leads and develops the TMS Supervisor, TMS Specialists, and HR Lifecycle Specialists.

Requirements

Analytical, thoughtful problem-solving skills and a sense of urgency.
Ability to lead by example and navigate ambiguity and complexity while providing sound guidance.
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 build and maintain relationships, negotiate common approaches, and work collaboratively or independently with all levels of management and team members.
Excellent verbal and written communication skills.
Computer proficiency, including Microsoft Word, Excel, and PowerPoint, and ability to learn and adapt to new technology and platforms.
Thorough understanding of applicable laws, regulations, and company guidelines or policies.

Nice To Haves

Strong organization and prioritization skills, including managing multiple priorities and completing substantial workloads efficiently under tight deadlines.
Demonstrated leadership and partnering skills; ability to thrive in a matrix organization and influence without direct authority.
Strong diagnostic, problem-solving, and analytical skills.
Strong consulting and influencing skills.
Strong collaboration skills and ability to work effectively across functions and the organization.
Ability to work in a fast-paced, high-pressure environment.
Ability to anticipate needs and demonstrate sound judgment and decision-making.
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 change, 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 oversee daily operations of the TMS and HR Lifecycle teams.
Establish and monitor service metrics, including SLAs, resolution times, and quality standards.
Standardize processes and workflows to improve scalability, consistency, and efficiency; champion continuous improvement and technology enablement.
Lead execution of onboarding, job changes, and offboarding, ensuring employment transactions are accurate, timely, compliant, and provide a consistent experience.
Own the I-9 process, vendor relationship and audits, WOTC, unemployment vendor relationship, and required offboarding documents.
Ensure compliant and positive offboarding, lead exit interviews, and provide actionable feedback insights to HR Business Partners.
Monitor lifecycle metrics and service trends to identify gaps, root causes, and improvement opportunities.
Partner with HRBPs, COEs, Talent Acquisition, Legal, and other stakeholders to align HR program execution and support enterprise initiatives.
Serve as the primary escalation point for transactional HR matters and TMS and HR Lifecycle process and system issues.
Ensure team member inquiries are resolved promptly and accurately, escalating complex or sensitive matters to appropriate HR partners.
Lead, coach, and develop the TMS Supervisor, TMS Specialists, and HR Lifecycle Specialists; foster accountability, ownership, and continuous improvement.
Own and optimize the HR Helpdesk and technology related to onboarding and offboarding, ensuring effective utilization, data integrity, and alignment with business needs.
Drive consistent HR Helpdesk intake, service requests, case management, and resolution practices.
Oversee the onboarding and offboarding service delivery model and its execution.
Integrate onboarding and offboarding workflows with Oracle, HR Helpdesk, and eFiles.
Design, document, and continuously improve scalable TMS processes; establish and maintain SOPs for lifecycle transactions and service delivery.
Use reporting and analytics to monitor performance, identify trends, streamline workflows, reduce manual effort, and improve service quality.
Complete required company training and compliance courses, follow company standards and policies, and perform other related duties as assigned.
Embody Hilton Grand Vacations values of Hospitality, Integrity, Leadership, Teamwork, Ownership, and Now.