Manager, HR Service Center

Deluxe•Minneapolis, MN

23h•$100,000 - $120,000

About The Position

The Manager, HR Service Center is responsible for leading the HR service center's operations, ensuring efficient and effective service delivery to HR partners, managers and employees. This role includes managing a team of HR service center advisors, implementing policies and procedures, and training to ensure compliance with company standards and regulations in an HR shared services model. Oversees and serves as escalation point for teams providing shared services such as employee call center, employment changes, tier 1 benefits administration, HRIS data maintenance, record storage and/or other HR functions as assigned. Serves as liaison to internal stakeholders and maintains service level agreements. Monitors efficiency, utilization, and effectiveness of shared service teams. Identifies and implements operational efficiency and service improvements. Collaborates and influences others outside of job area regarding policies, practices and procedures for which HR Service Centers is responsible for. Responsibilities: Manages HR Service Center team. Hires, trains and sets performance expectations, including attendance, schedule adherence, and operational metrics. Provides regular feedback to help advisors understand their performance and grow. Engages in performance management as needed. Manages HR service delivery KPIs such as call response time, escalation rates, and employee satisfaction, managing for continuous improvement. Oversees work queues and provides prompt support. Establishes call escalation models and assists with queue work when necessary, including handling escalated complaints or questions. Under the direction of the VP Total Rewards and in collaboration with HR peers, this role collaborates with other HR functions on new or revised program or process rollouts, identifies operational improvements by leveraging technology, evaluates operational readiness by engaging stakeholders across HR and the business to create communication and training plans for successful implementation. The incumbent will collaborate with HR Operations Manager and play a critical role in the overall change management plan, from inception to HR Service Center operations. Continuously seeks process improvement opportunities and engages stakeholders and technology partners for necessary data and perspectives. Creates a business case and presents to senior leadership where appropriate. In partnership with HRBPs, HRIS, Benefits, Compensation, Talent and Payroll teams ensures accuracy of employee data in Workday. In addition, manages employee data outside of Workday and works through digitization process of such files. Manages work instructions and reference documentation in Workday Help module by collaborating with HRIS, CoEs and other stakeholders. Ensure accuracy of documentation and frequent updates as appropriate. Establishes standards and procedures for handling employee questions, transactions and administration of human resource programs. Creates standard HR Service Center performance reports and dashboards. Continuously evaluates effectiveness of the HR Service Center and processes. Creates Summary Performance reports to Senior HR Leadership audience and provides recommendations on process improvements

Requirements

Must be 18 years of age or older
Bachelor’s and 5 years of experience in HR or HS/GED and 9 years

Nice To Haves

Bachelor’s and 6 years of experience in HR or HS/GED and 10 years
3 years of management experience
Experience in a service center
Experience in Program management – projects of medium complexity with enterprise impact
Strong written and oral communication skills
Strong problem-solving skills
Experience with Workday
Proficiency with KPI reports and dashboards- create, analyze and communicate

Responsibilities

Manages HR Service Center team.
Hires, trains and sets performance expectations, including attendance, schedule adherence, and operational metrics.
Provides regular feedback to help advisors understand their performance and grow.
Engages in performance management as needed.
Manages HR service delivery KPIs such as call response time, escalation rates, and employee satisfaction, managing for continuous improvement.
Oversees work queues and provides prompt support.
Establishes call escalation models and assists with queue work when necessary, including handling escalated complaints or questions.
Under the direction of the VP Total Rewards and in collaboration with HR peers, this role collaborates with other HR functions on new or revised program or process rollouts, identifies operational improvements by leveraging technology, evaluates operational readiness by engaging stakeholders across HR and the business to create communication and training plans for successful implementation.
The incumbent will collaborate with HR Operations Manager and play a critical role in the overall change management plan, from inception to HR Service Center operations.
Continuously seeks process improvement opportunities and engages stakeholders and technology partners for necessary data and perspectives.
Creates a business case and presents to senior leadership where appropriate.
In partnership with HRBPs, HRIS, Benefits, Compensation, Talent and Payroll teams ensures accuracy of employee data in Workday.
In addition, manages employee data outside of Workday and works through digitization process of such files.
Manages work instructions and reference documentation in Workday Help module by collaborating with HRIS, CoEs and other stakeholders.
Ensure accuracy of documentation and frequent updates as appropriate.
Establishes standards and procedures for handling employee questions, transactions and administration of human resource programs.
Creates standard HR Service Center performance reports and dashboards.
Continuously evaluates effectiveness of the HR Service Center and processes.
Creates Summary Performance reports to Senior HR Leadership audience and provides recommendations on process improvements