Job Purpose (Why job exists)

The People Experience Service Lead manages the front-line delivery of services to our US employees, managers, and retirees in a fast paced and dynamic organization.

Primary Job Responsibilities

Designs and implements policies and procedures for service center representatives who respond to a variety of employee inquiries and requests in support of the entire employee life-cycle, including onboarding and offboarding employees, benefit and retirement programs, timekeeping and absence management, payroll, employment policies, employee administration and related processes, and employee/manager self-service tools.

Forecasts staffing needs to ensure the People Experience service team is properly staffed and trained to maintain performance standards.

Builds and maintains a strong functional team through effective recruiting, training, coaching, performance management, and team building.

Uses data and metrics to track and measure day to day work and to identify opportunities to improve delivery of services to employees through better workload balancing, ongoing internal and external training, and other process improvements and system enhancements.

Ensures compliance with employment related federal, state, and local regulations, and company plans, policies, and procedures.

Manages subordinate staff in the day-to-day performance of their jobs and provides guidance and leadership to the team Supervisor.

Works closely with the broader People Experience Center leadership team to execute on department and company strategy, priorities, and special projects. Ensures the team’s goals and performance are consistently aligned to these priorities.

Responsibility for the work of others

3-5: Team Supervisor, Case Specialist, Time and Attendance Specialist

Total Number of Employees (includes direct reports and all employees in those organizations)

14

Responsibility for managing project resources

N/A

Qualifications Required

Minimum of 5 years of experience managing a HR Service team for a large employer in a complex, fast-paced environment.

Ability to provide strong leadership to team and day to day management of team’s work in a primarily virtual environment.

Strong analytical and problem-solving skills. Must be able to make sound decisions independently.

Ability to define, clearly communicate, and execute on team goals that are aligned to the broader People Organization priorities and overall business strategy.

Must have a demonstrated ability to set departmental policies and procedures with a focus on continuous improvement to the employee experience and operational efficiency including call handling and case management protocols.

Solid understanding of employment law. Ability to interpret employment related regulations and ensure compliance.

Must have experience managing an HR service team in an environment with tiered service delivery including employee and manager self-service (ex. life cycle transactions, use of knowledgebase for HR related content) and direct front line support through multiple channels (phone, chat, email, online).

Preferred Experience, Skills, and Knowledge

Bachelor’s degree with focus on human resources or other area of business administration.

Experience with Workday as primary HR management and service delivery system.

Experience managing and monitoring team’s performance using a case management system such as Neocase or similar tool.