Manager

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.

Partner with Senior Manager, HR Services to establish process

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

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

Maintains appropriate staffing levels and ensures all service and quality levels are achieved.

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

Oversee a team that focuses on projects and audits to keep PC and our COEs engaged, effective, and efficient with our employees through the moments that matter

Work within and between departments to conceptualize processes and streamline shared services practices that occur throughout the entire department

Maintain consistent communication with the HR Shared Services teams and COEs to ensure smooth service with proper documented hand offs as needed with case work

Ensures team meets/exceeds quality performance metrics through consistent quality monitoring, both through case work quality and call quality, and employee feedback.

Works closely with leadership team to ensure consistent and effective training around moments that matter.

Foster a team environment and a strong service culture that ensures delivery of accurate, timely repeatable and quality-driven service to multiple internal and external stakeholders. Other duties as assigned.