Responsibilities

Provide supervision, coaching, and mentoring for staff development and growth

Lead and perform human resources related transactions and business processes to ensure timely and accurate data based upon system workflow and business requirements

Lead ad hoc and periodic comprehensive and detailed process reviews for all service areas. Lead the ongoing development, impact analysis and documentation of procedures, processes, and protocols in partnership with internal HR partners.

Participate in the testing, implementation, upgrading and support of new or modified system changes.

Manage the performance expectations of the team and ensure SLAs are being met

Participate in and oversee project work to support additional work intake for HR Services team

Is available to staff to answer questions. Monitors Requests and gives ongoing continuous feedback. Identifies and delivers on training opportunities.

Manages issue escalations and Provides guidance to staff and handles escalated issues directly, as appropriate. Identifies opportunities to provide corrective services to address customer complaints.

Communicates and maintains relationship with COEs to ensure on track for all team to deliver great employee service via Request work and process gap analysis. Lateral.

Act as a mentor and resource for coordinators by providing ongoing subject matter expert support and guidance. Influence best practices of customer service across HR Shared Services Partners with HR Shared Services Supervisors and Team Leads to identify training gaps and trends and take appropriate action so that future errors or gaps in knowledge are minimized.