Supervisor HR Shared Services

Position Summary

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.
  

• 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.