Manager, HR Services

Manager, HR Services

Job Summary:

As a Manager, HR Services, you will play a key role in The Heritage Group's (THG) growth and long-term success by overseeing the first-level support to THG employees and leaders related to a variety of HR-related inquiries. In this role, you will identify strategic opportunities to expand HR Shared Services ' offerings and implement centralized solutions. You will drive innovation at scale by leading a team that manages centralized HR processing, reporting, and inquiries. This is a critical role responsible for overseeing and maintaining efficient HR processes, improving service delivery, and enhancing the overall employee experience. You will manage the team of HR Services Administrators ensuring the delivery of high-quality HR support services to all employees. This is a role that requires the partnering closely with cross functional teams' enterprise wide. This role requires a leader with exceptional HR operations, analytical, customer service and communication skills.

Day-to-day HR Service Management

• Manages HR Administrators – recruits, interviews, hires, trains, coaches on performance, and gives feedback.
• Builds and maintains a strong functional team through team building and succession planning.
• Provides overall prioritization of work assignments and management of team resources and their activities.
• Handles tier 2 and 3 escalations within applicable policies, practices, and guidelines; seeks vendor and/or executive input as needed.
• Fosters and maintains positive relationships with HR business partners and customer base.
• Serves as an interface between internal/external stakeholders and vendors to ensure effective delivery of HR administrative services and processes.
• Maintains awareness of vendor plans and the potential impact of those plans on current and future functionality.
• Maintains confidentiality and the highest degree of integrity.
• Process Management: Ensure that HR processes and procedures are consistently followed to provide high-quality services. Identify areas for improvement, engage stakeholders, and implement changes to enhance efficiency. Balance efficiency and alignment with business needs and results.
• Service Delivery: Proactively monitor and evaluate the delivery of HR services to ensure they meet established service level agreements (SLAs) and quality standards. Take swift corrective action when needed.
• Customer Service: Collaborate with internal stakeholders and provide excellent customer service. Address inquiries, issues, and requests in a timely and effective manner.
• Data Management: Oversee the integrity of data including, entry, maintenance, and accuracy within HR systems. Ensure that employee records are up-to-date and compliant with relevant regulations.
• Reporting: Collaborate with stakeholders to suggest and generate reports on HR metrics and key performance indicators (KPIs), supporting corporate and local reporting needs.
• Continuous Improvement: Foster a culture of continuous improvement within the HR Shared Services team. Encourage feedback and implement changes to enhance processes and services.

• Our team must be accurate and empathetic
  • We need to get more diligent in documentation, training, measurement, recognition, etc.
• The leader must be proactive he leader needs to be growth-focused – including individuals' growth, new services, etc.

HR Services (HRS) Development

• Provides input to the HRSS and HR Services' visions and translates visions to team's daily work activities, including customer service expectations.
• Assists in the planning, project coordination, and management for the development of a cost-effective department.
• Promotes proactive approaches to solving business needs/problems, while implementing and improving efficient HR administrative processes
• Refines or establishes content for HR Administrators' use in daily customer interactions.
• Negotiates priorities and support needs with HR systems team.
• Defines and develops tools and reports to inform HRSS and HRS on priorities, process improvement, resource levels, possible business or customer needs, etc.
• Defines content and frequency of stakeholder reporting related to HR Services
• Partners in the implementation of a new case management system and the development of corresponding practices; works with associated vendors as defined.
• Performs other duties as assigned.

Requirements

• Minimum 10 years Human Resources, HRIS, or related experience
• Three to five years of supervisory experience
• Bachelor's degree in business administration or human resources, or equivalent experience
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Excellent mentoring and coaching skills.
• Thorough understanding of HR principles, practices, and procedures
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills
• Ability to multitask and handle competing priorities in a fast-paced environment.
• Proficient with Microsoft Office 365 Suite or related software

Relevant Experience

• Experience in service center-related technologies
• Knowledge of benefit plan administration
• Customer service experience and mindset
• Ability to work with diverse personalities.
• Flexibility and ability to change in a positive, productive manner.
• Change and stakeholder management experience.
• HRM Certified Professional (SHRM-CP) or SHRM Senior Certified Professional (SHRM-SCP) credential preferred.
• Skilled communicator and thrive in team settings by being authentic, respectful, and engaging.
• Collaborative and make decisions with the greater good of the employee and business in mind while balancing HR team capacity.
• Analytical mindset with the ability to use data to measure KPIs and drive decision-making.

About The Heritage Group

The Heritage Group (THG) is a privately held portfolio of companies focused on creating long-term value by building world-class businesses. Under four generations of family ownership, we employ thousands of people around the world, with operations across North America, Europe, and China, in the core industries of Environmental and Remediation, Specialty Chemicals and Fuel Products, and Construction and Materials. Driven by innovation and research, our in-house R&D team, Heritage Research Group, specializes in helping our diverse set of companies evolve and adapt to a changing marketplace by providing cutting-edge solutions and exploring new opportunities in its state-of-the-art facility. And while acquisitions, partnerships, internal expansion, and startups may be our cornerstone, we're a family company at heart-aiming to build long-term relationships with our customers, vendors, and partners so that we can turn big challenges into even bigger opportunities to make a difference in the world.

The Heritage Group welcomes the diverse backgrounds, experiences, and perspectives of all to work together to accomplish our goals

Current Openings for Manager, HR Services Jobs at The Heritage Group