Director HR Service Center

Facility: 1800 Parkway Center

Job Summary

The Director of the HR Service Center plays a vital role in overseeing and managing all aspects of the HR service delivery function within the HR Service Center. This role is responsible for ensuring the delivery of high-quality HR services to employees, managers, and stakeholders while driving efficiency and continuous improvement within the operation. This role requires a "big picture" mindset, strong leadership skills, and a deep understanding of HR processes and systems. The Director will be expected to establish and maintain collaborative relationships with business leaders and stakeholder groups within the HR Community and throughout the system, including HR Centers of Excellence, Information Technologies, Finance and Supply Chain.

Core Responsibilities And Essential Functions

• Oversee the day-to-day operations of the HR Service Center, including Preboarding Management, Call / Case Management, Quality Assurance and Employee Document Management ensuring that service levels and performance metrics are met or exceeded.
• Lead and manage a team of HR professionals, providing guidance, coaching, and mentoring to optimize team performance and enhance employee engagement.
• Monitor and analyze HR Service Center metrics and performance indicators to identify areas for improvement and drive actionable insights.
• Continuously improve HR Service Center processes and systems to enhance efficiency and effectiveness, leveraging technology and automation where appropriate.
• Oversee the maintenance and continuous improvement of the HR Service Center training and quality programs. Vendor Relationship Management
• Manage vendor relationships and contracts related to HR service delivery, ensuring that service level agreements are met and quality standards are upheld.
• Stay current with industry trends and best practices in HR service delivery, ensuring that the organization remains competitive and aligned with industry standards. Collaboration and Partnership
• Collaborate with HR business partners, HR COEs and other stakeholders to understand their needs and proactively address any issues or concerns related to HR service delivery. Partners with Human Resources to achieve desired organizational culture, staffing and workforce metrics.
• Collaborate with the HR leadership team to develop and implement HR initiatives and projects that support the overall HR strategy and goals. Results Oriented Leadership
• Sets challenging and productive goals for team.
• Holds team accountable for actions while providing leadership and motivation.
• Uses checkpoints and data to track progress, setting up system and processes to measure results Budget Ownership and Responsibilities
• Assists with the management of the operational budget for HR Service Center and any capital investments as identified
  
  

Required Minimum Education

Bachelor's Degree in Human Resources, Business, or related Required

Required Minimum License(s) And Certification(s)

All certifications are required upon hire unless otherwise stated.

• Sr Prof in Human Resources-Preferred
  
  

Additional License(s) And Certification(s)

SHRM CSP Upon Hire Preferred

Required Minimum Experience

Minimum 7 years 7-10 years progressive human resources leadership experience with at least 3-5 years in an HR Shared Services delivery model leadership position, preferably in a centralized contact center environment. Required and

Experience with building a shared services or service center function. Required and

Technology implementation and integration experience preferred specifically related to cloud based / SaaS case, knowledge base, portal, HRIS, quality and telephony. (Workday, ServiceNow, Genesys highly desirable) Required and

HR Outsourcing Advisory Experience Preferred

Highly proficient with demonstrated experience leading change initiatives at an enterprise level Required

Proven experience in managing and optimizing HR service center operations, including establishing and monitoring service levels and performance metrics. Required

Demonstrated and proven analytical and problem-solving abilities, as well as project management skills. Required

Required Minimum Skills

Strong leadership skills with the ability to inspire and motivate a team to achieve goals and objectives. High

In-depth knowledge of HR processes and systems, including HRIS, payroll, benefits administration, and employee data management. High

Strong analytical and problem-solving skills, with the ability to analyze complex data and provide actionable insights and recommendations. High

Ability to prioritize and manage multiple projects and initiatives in a fast-paced, dynamic environment, as well as adaptability to changing priorities. High

Ability to work independently and proactively provide clear, concise and consistent report outs to senior leadership High

Proficiency in HR technology and systems, including HRIS, case management, and self-service tools. (Experience with Workday and ServiceNow highly desirable) Medium

Proactive and forward-thinking mindset, with the ability to anticipate and address potential issues or challenges before they arise. High

Strong knowledge of HR laws, regulations, and best practices, with the ability to ensure compliance and mitigate risks. Medium

Exceptional customer service orientation, with a focus on delivering an exceptional employee experience. High

Excellent communication and interpersonal skills, with the ability to build relationships and collaborate effectively with stakeholders at all levels. High