Manager, HR Service Center

The Manager HR Service Center is responsible for leading the HR service centers 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 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

Basic Qualifications:

• Education and Experience: Bachelors and 5 years of experience in HR or HS/GED and 9 years

• Must be 18 years of age or older

Preferred Qualifications:

• Education and Experience: Bachelors 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

Compensation

Benefits

In line with our commitment to employee wellbeing our total rewards benefits package is designed to support the physical financial and emotional health of our employees tailored to meet their unique and evolving needs. Our approach considers our employees whole selves ensuring they can thrive both in and outside of work. Here are some of the benefits we offer which may vary based on role location or hours worked:

• Healthcare (Medical Dental Vision)

• Paid Time Off Volunteer Time Off and Holidays

• Employer-Matched Retirement Plan

• Employee Stock Purchase Plan

• Short-Term and Long-Term Disability

• Infertility Treatment Adoption and Surrogacy Assistance

• Tuition Reimbursement

These benefits are designed to enhance the health protect the financial security and provide peace of mind to our employees and their families.

Deluxe Corporation is an Equal Employment Opportunity employer:
All qualified applicants will receive consideration for employment without regard to race color creed religion disability sex age ethnic or national origin marital status sexual orientation gender identity or presentation pregnancy genetics veteran status or any other status protected by state or federal law.

Please view the electronic EEO is the Law Poster which serves to inform you of your equal employment opportunity protections as part of the application process.