Supv, HR Solutions & Services

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POSITION OVERVIEW

The Human Resources (HR) Solutions & Services Supervisor is responsible for overseeing and managingHR assistance provided by the HR Solutions Center (HRSC) to deliver exceptional service to internalcustomers and external stakeholders. Leads a team of HR Solutions Partners to respond to inquiriesdevelop solutions implement special projects and plan/document/coordinate HR programs processes andservices. Oversees and participates in day-to-day transactional coordination and project activities. Guidesthe team in contributing to a positive employee experience as a key contributor to the HR departmentsbrand and the Companys employee value proposition.

POSITION-RELATED RESPONSIBILITIES
HR Solutions & Services:

• As the leader of the HR Solutions Center (HRSC) a unique and critical function within the HRoperating model the HR Solutions & Services Supervisor collaborates extensively with HRBusiness Partners (HRBPs) and HR Centers of Expertise (COEs) to develop HR solutions; focuseson creating a positive employee experience and contributing to HR being consistently trusted and
  strategic partners to the business.
• Develops and implements internal procedures and protocols to guide the team in acting as the firstpoint of contact to field HR questions from employees leaders and external stakeholders viaelectronic communications formats phone and in-person requests; coaches team to useknowledge of HR services and resources to deliver exceptional service and respond to questions
  in a professional efficient effective and friendly manner; may also perform these activities.
• Provides leadership and development of the HR Solutions & Services team through effectivedirection delegation coaching and performance management to ensure achievement of requiredperformance standards and focus on continuous improvement of services provided.
• Trains the HRSC to manage process flow and resolution of HR service tickets in Workday (orother workflow management system); educates and coaches HR teams and employees in usingstandard HR processes and technologies for effective and efficient management of questions andrequests.
• Partners across HR to build and maintain a knowledge repository of information the HRSC can useto respond to inquiries and tickets; includes development of direct-access resources for employeesand leaders.
• Develops implements and maintains a standard escalation protocol for the HR Solutions Center;acts as an escalation point for complex inquiries and directs the team in assigning tickets to theappropriate resources on other HR teams.
• In partnership with the HR Operations Manager designs and implements service level agreementsfor services provided by the HRSC; assists in educating HRSC HRBP and HR COE teammembers about respective accountabilities to align with service level expectations.
• Supervises the daily activities and workload of the team including oversight of the accuracy andtimely resolution of all incoming inquiries and tickets; regularly monitors team performance bytracking and using data; manages according to service level agreements.
• Ensures the effective and efficient maintenance administration and delivery of HR operationalactivities transactions and services in support of HR programs processes and projects; may alsoparticipate in these activities as a member of the team.
• Consults with HR COEs and HRBPs to recommend process improvements that will contribute tomore efficient HR work practices; demonstrates proficiency as a subject matter expert foroperational aspects of HR processes.
• Researches evaluates options and identifies resources in response to requests that supportdefined HR requests and objectives; may include identifying internal subject matter experts andexternal business partners and/or recommending use of vendors and products.
• Trains and leads the team through issue resolution processes including root cause analysis aswell as issue and workload prioritization.
• Coordinates and leads team meetings including agenda generation and tracking of action itemsfor follow up.
• Handles highly confidential and sensitive information with care and uses independent judgment toplan prioritize and organize a diversified workload.

Tracking Reporting & Technology:

• Understands and effectively utilizes HR information systems to obtain store and analyze pertinentdata and information within the parameters of job responsibilities; leverages current technologyand tools to their fullest and ensures accuracy and consistency of data inputs to preserveenterprise data integrity.
• Identifies key performance indicators (KPIs) and metrics for the HRSC and uses data to trackperformance to plan; provides regular progress reports to leadership and takes action to addressgaps.
• Assists in the design and development of the HRIS and other HR technologies/ in HR technology/system design testing upgrade and/or enhancement.

Team Contribution & Collaboration:

• Performs personal administrative tasks (e.g. travel arrangements pro cards expense reports)calendaring vendor management and assigned administrative responsibilities.
• Contributes to the design development documentation and continuous improvement of HROperations and HR processes and procedures; adheres to approved processes and qualitystandards.
• Leads or assists with HR Operations and enterprise HR initiatives programs/processes andspecial projects as assigned.
• Performs other duties as assigned.
• This position may provide services to affiliates of the Company subject to the UNS Energy Code ofConduct and the related Policies and Procedures.

Management Responsibilities:

• Ensures Companys management principles policies and programs are consistently practiced andcontinually supports the Affirmative Action Plan.
• Assumes fiduciary responsibility for operating the business and provides recommendations on costimprovement measures.
• Ensures that the Performance Management program is administered uniformly and effectively.
• Complies with and administers the terms and conditions of Collective Bargaining Agreements whenapplicable.
• Administers personnel functions including recruiting review and approval of job descriptions andsalary classifications and selection and placement of personnel. Participates in hiring promotingassignment direction and termination of staff. Ensures compliance with all applicable local stateand federal laws regulations and standards company policies practices and ethical obligations toinvestigate evaluates and recommends appropriate resolution to employee complaints.
• Promotes and participates in the professional development personal growth and career planning ofteam members.
• Motivates recognizes rewards coaches advises and trains; provides feedback to employeesduring performance reviews.
• Participates in Leadership Development programs.
• Addresses disciplinary and/or performance issues according to company policy and communicateseffectively with employees regarding corrective action. Has input into the adjustment of grievancesand administration of discipline.
• Plans day-to-day operations estimates personnel needs and schedules and assigns work.
• Evaluates the structure and team plan for continual improvement of the efficiency and effectivenessof the group.

Knowledge Skills & Abilities

• (Equivalent combination of education and experience will be considered.)
• Bachelors degree in Project Management Business Management Human Resources or related disciplines with minimum of 5 years in related experience or an equivalent combination of education and experience.
• Demonstrated leadership skill and ability with a minimum of 4 years of supervisory/leadership experience.
• Knowledge of developing projects and programs to achieve HR strategic objectives and compliance with employment laws and policies.
• Demonstrated ability to communicate effectively with diverse groups across functional lines.
• Must have high level of interpersonal skills to handle sensitive and confidential situations. Position continually requires demonstrated poise tact and diplomacy to deliver exceptional customer service.
• Knowledge and demonstrated ability of advanced levels of Microsoft Office (Word Excel Outlook PowerPoint) and relational databases (Workday and/or ServiceNow preferred).
• The ability to follow through on projects by using independent judgment analytical skills and through the delegation and support by leading others.
• Excellent organizational skills with flexibility to handle multiple projects and to prioritize assignments in a changing environment.
• Demonstrated ability in managing relationships and creative problem solving.