Manages the activities of a HR Service Center team, often through other supervisors. Provides task direction, monitors performance and handles escalations. Develops, delivers and continuously improves HR Services processes and programs through evaluation efforts and technology solutions. Key responsibilities include:

• Guides team on the execution of duties, proper procedures, policies and requirements.
• Organizes and facilitates ongoing development, evaluation/testing, and maintenance of processes and documentation in area of responsibility (e.g., HR Service Center scripts, Standard Operating Procedures)
• Responsible for the development and implementation of operational standards and processes that directly contribute to optimal results, effectiveness, and efficiencies of the HR Service Center team.
• Performs audits and validations of HR Service Center transactions.
• Evaluates vendors based on selection criteria, proposes vendors to management, and provides vendor performance feedback.
• Monitors processes, work flow and volume to ensure adherence to partnership agreements and turnaround time, takes corrective actions and ensures excellent customer experience.
• Develops, reports, and reviews metrics to drive performance, identify trends, and develop/implement process improvements, escalating issues and proposed solutions as appropriate.
• Analyzes and corrects errors and ensures proper quality controls are in place to avoid future errors.
• Ensures all company, federal, state, local, and other applicable compliance requirements are met.
• Manages a team of HR Services employees. Allocates resources to direct reports, gives support and feedback on work performance, provides coaching and training for career development and drives a high-performance culture.