Sr. Manager, Associate Services and Corporate Human Resources

MasterCorp, Inc.•Orlando, FL

1d•Onsite

About The Position

The Sr. Manager, Associate Services and Corporate Human Resources serves as a key operational leader within the company’s Human Resource function. This role manages the Associate Services organization, the centralized HR operations hub responsible for delivering consistent, compliant, and high-quality HR services to associates across the enterprise. In parallel, the role partners with leaders in corporate functions—such as HR, Finance, Legal, IT, and Business Development—to align people practices with business priorities and support effective execution. This position blends operational excellence and consultative partnership, ensuring the HR function is a reliable service engine and a practical, solutions-oriented partner to the business.

Requirements

3–5 years supervisory experience.
Experience with: Performance management and difficult conversations
Developing successors and bench strength
Organizational design or team restructuring
Accountability for team outcomes, not just personal delivery
Leading department-level or multi-team change, such as: System or process implementations
Operating model or service delivery shifts
Policy, compliance, or governance changes
Demonstrated ability to: Communicate change to multiple audiences
Manage resistance and adoption
Sustain change after rollout
Requires the ability to speak, read, and comprehend instructions, short correspondence, and policy documents, as well as converse comfortably with associates.
Critical thinking and excellent problem-solving skills are required.
Flexibility and adaptability to manage multiple projects and manage remote direct reports, while maintaining focus on critical HR processes.
Ability to work in a matrixed reporting relationship, balancing Associate Services and corporate priorities while upholding HR standards.
A solid understanding of HR Shared Services metrics, e.g., contact volume, service level agreements, abandonment rate, response time, etc.
Requires the ability to lead and be a member of a team; ability to handle confidential matters with discretion.
A high sense of integrity and personal ethics.

Nice To Haves

Bachelor’s degree or equivalent combination of education and experience.
SHRM/SPHR/PHR certification a plus.

Responsibilities

Lead the Associate Services team with accountability for service delivery quality, timeliness, consistency, and associate experience.
Drive continuous improvement in HR transactions, associate inquiries, HR shared services tools, and workflow design.
Partner with VP HR Service Delivery on the evolution of the Associate Services model.
Ensure policy interpretation, employment verification, recordkeeping, and HR operations meet compliance and service standards.
Serve as a primary HR business partner for corporate departments, including HR, Legal, Finance, IT, and Business Development, as well as any assigned business-support teams.
Provide guidance, coaching, and counsel to corporate leaders and people managers on performance management, talent development, and organizational issues, escalating highly complex matters as appropriate.
Coordinate and support corporate HR programs such as performance management, annual reviews, talent calibration, and succession planning in partnership with HR leadership.
Administer corporate HR policies and ensure they are consistently applied across corporate teams.
Partner on complex and confidential associate relations issues, including EEO, harassment, and corporate investigations, coordinating with Associate Relations and Legal and escalating as needed.
Facilitate corporate HR training programs, talent review cycles, HR communications, and leadership development initiatives.
Lead and support HR initiatives within the assigned corporate client groups in partnership with HR leadership and cross-functional stakeholders.
Act as a key connector between Associate Services, Corporate HR, and the HR Centers of Excellence (TA, L&D, Field HR partners).
Collaborate with HR leadership on HR strategy, culture initiatives, and organizational design updates for corporate teams.
Ensure proactive communication to HR leadership and business leaders regarding HR issues, risks, and recommended solutions.
Monitor associate service metrics, turnover trends, and HR operational KPIs; identify root causes and execute mitigation strategies.
Ensure compliance with federal, state, local employment laws and corporate HR policies across all corporate functions.
Maintain high standards for documentation, HR systems integrity, policy governance, and reporting accuracy.
Manage Associate Services team members and any assigned HR specialists or coordinators; provide day-to-day direction, coaching, and performance feedback.
Build capability across the HR team through training, mentorship, and coaching.
Champion a culture of service excellence, collaboration, and accountability.
Keep VP updated on HR issues within division/Business unit/corporate, in a proactive manner with a solution orientation.
Manage the annual performance review process for the assigned support teams.
Work collaboratively with HR associates in support of the overall HR strategy and lead the execution and effectiveness of organizational goals.
May provide functional guidance to divisional trainers, site HR coordinators, or other HR staff in support of shared HR processes and standards.
Maintain high-quality HR standards as it relates to HR metrics, implementation of policies and procedures.
Ensure that all federal, state, and local laws, agreements, and corporate HR-related compliance matters are proactively managed across the Division and Corporate functions.
Use technical HR knowledge in support of organizational learning for managers; act as a contact for the development and implementation of department goals and strategies.