Senior Manager, HR Service Center

RTX•Cedar Rapids, IA

1d•Hybrid

About The Position

The Senior Manager is a part of the HR Service Center Leadership Team in Enterprise Services. The service center provides support for all RTX Business Units in the United States, 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 exempt and non-exempt 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, leverage automation and ai capabilities, and implementing continuous process improvements.

Requirements

A University Degree and 10 years prior relevant experience, or An Advanced Degree in a related field and minimum 7 years experience
5+ years of experience with HR policies and procedures or other centers of expertise (i.e., Compensation, Benefits, Talent Management, Recruiting, etc.) within HR
5+ years of experience using MS Office applications (Outlook, Excel, PowerPoint, Teams, OneNote, etc.)
5+ years of experience in an HR Shared Services Center, Customer Contact Center, and/or HR role

Nice To Haves

Experience supervising teams
Experience with ServiceNow, Workday, and ADP
Exceptional problem-solving skills and strong customer service skills with the ability to exert influence when required with customer base
Strong attention to detail and organizational skills for documenting workflows and standard work along with strong analytical ability with large amounts of data
Excellent communication skills with the ability to partner and interact with all levels of the organization
Ability to work with highly sensitive and confidential material and possess good business judgment and ethics

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.
Support advisors in developing stronger judgment by walking through case examples, discussing decision points, and applying consistent standards to similar situations.
Lead ongoing skill development in de-escalation, critical thinking, and solution-oriented communication to enhance the customer experience.
Assess capability gaps and design development plans to strengthen advisors’ HR knowledge, systems proficiency, and problem-solving skills.
Promote a continuous learning culture through real-time feedback, knowledge checks, and reinforcement of consultative behaviors during quality reviews.
Serve as an employee and customer advocate who specializes in creating a culture focused on exceptional customer service, where individualized actions are taken to promote and support all customer interests.
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.
Review and analyze key performance indicators (KPIs), customer satisfaction feedback, first contact resolution rate, and quality performance to identify opportunities and implement process improvements using the RTX continuous improvement tools and programs.
Create an environment that promotes the adherence to company safety, policies, and procedures in a manner that ensures compliance with local, state, and federal laws and regulations.
Develop and present center reports and prepare leadership presentations reflecting service center performance and trends.
Maximize the utilization of technology, automation, ai, self-service functions for contact center tools including case management, IVR, HR Core and other related systems to positively impact the productivity of the team and support services for our customers.