HR Shared Services Team Leader

POSITION SUMMARY

Reporting to the HR Shared Services Manager/Associate Director, the HR Shared Services Team Leader leads the delivery of tiered operational activities and drives efficient operation of the HR Shared Services Center.

The Supervisor is tasked with ensuring the delivery of high-quality HR services to the agency networks, managing the service center teams while fostering a culture of excellence and high-performing teaming. With a focus on service excellence, scalable processes, and team leadership, the Supervisor will help shape the front-line operations for HR services and the employee experience.

ESSENTIAL FUNCTIONS:

• Demonstrate knowledge and skill around HR systems, operations, and processes.

• Ensure the delivery of high-quality HR services to employees and managers across the company.

• Ensure effective performance of day-to-day activities assigned to their team.

• Supervise Tier 1 and Tier 2 activities and processes, coaching Specialists and overseeing case progress to ensure correct routing and escalation.

• Oversees transactions processed by the Specialists, conducts review and approval and defining frameworks and enablers to delegate review and approval responsibilities to Tier 2 Specialist

• Monitor service level agreements (SLAs) and key performance indicators (KPIs) to ensure targets are met.

• Monitor HR metrics for reporting to the HR Services Manager, proactively identifying and recommending solutions for the Tier 1 and Tier 2 gaps, challenges, and opportunities.

• Provide day-to-day oversight of and management of service delivery enhancements and other initiatives.

• Ensure that HR policies and procedures are adhered to within the team and communicate changes in HR policies or processes to relevant parties.

• Encourage the adoption of HR technology to streamline processes and improve efficiency.

• Participate in the selection and implementation of new HR systems or tools.

• Conduct performance evaluations and manage the professional development of team members.

• Understand team dynamics and utilize individual strengths of each member to achieve results.

• Monitor team performance through standard and ad hoc reporting.

• Foster a collaborative and inclusive work environment.

• Facilitate conflict resolution and promote a positive work environment.

• Assist with the management of disciplinary and grievance procedures.

EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS:

• 6+ years of HR Administrative experience within a team environment.

• Ability to transfer knowledge and provide training in systems and processes.

• Understand and meet customer needs and goals.

• Capability to delegate tasks effectively and manage workload distribution.

• Ability to lead, motivate, and manage a diverse team.

• Effective interpersonal, verbal, and written communication, including English language skills.

• Stakeholder management/relationship development skills with the ability to build and maintain strong working relationships with team members and stakeholders.

• Maintain confidentiality of private or sensitive information coupled with empathy and sensitivity to handle employee concerns with discretion.

• Strong time management and prioritization abilities.

• Ability to analyze HR data and metrics to make informed decisions.

• Proficient in HCM and service management platforms, software, and applications.

• Openness to learning and implementing new HR technologies and methodologies.

Desirable:

• Coordinate and prioritize various tasks according to their urgency.

• Generate innovative solutions to de-escalate difficult situations.

• Skills in conflict resolution and negotiation.

• Strong working knowledge of Workday and BMC Helix platforms, software, and applications.