HR Service Manager

This is a fully remote position, open to applicants in Alaska, +10 more states.

📋 Description

• Lead, supervise, mentor, and develop the global HR Service Team, which includes the HR Service Supervisor and HR Service Associates based in India.

• Define roles, expectations, and accountability while fostering a collaborative, high-performing team environment.

• Direct the delivery of HR administrative services across the regions supported.

• Ensure that employee and business requests are processed accurately, consistently, and within established service-level expectations.

• Collaborate with business leaders, HR partners, and HR Centers of Expertise to comprehend operational needs and address service gaps.

• Oversee the evaluation, transition, and centralization of HR processes from the business into the HR Service Team.

• Develop scalable service delivery practices to support team growth.

• Standardize, streamline, automate, and enhance HR processes.

• Work with HRIS and stakeholders on transformation initiatives, system enhancements, and the introduction of new tools.

• Establish and uphold operating procedures, service standards, approval requirements, and quality controls.

• Ensure procedures are documented and aligned with Milliman policies, compliance obligations, and business requirements.

• Address complex or sensitive service delivery issues and tackle root causes.

• Maintain accuracy, integrity, confidentiality, and appropriate handling of employee data.

• Oversee HR transactions, recordkeeping, quality reviews, reconciliations, data audits, and other controls.

• Develop training, cross-training, and knowledge-management practices.

• Establish and track KPIs, service-level expectations, transaction volumes, quality measures, and staffing requirements.

• Utilize performance data to manage capacity, identify risks, and communicate results and recommendations to HR leadership.

⛳️ Requirements

• Bachelor's degree in human resources, business administration, or a related field, or a comparable combination of education and relevant experience.

• At least 7 years of progressive HR operations experience.

• Minimum of 3 years of experience leading an HR service center, shared services, HR operations, or a similarly structured team.

• Proven experience managing supervisors or other leadership roles.

• Experience in leading geographically dispersed or global teams.

• Familiarity with overseeing employee lifecycle transactions, including onboarding, employee data modifications, compensation adjustments, and status changes.

• Experience in centralizing and standardizing HR processes.

• Proficient in using Human Capital Management systems and other HR technologies.

• Experience in establishing and monitoring service levels, key performance indicators, quality controls, and workload capacity.

• Working knowledge of HR policies, data privacy, records management, and internal controls.

• Demonstrated success in leading process improvement, automation, or business transformation initiatives.

• Ability to forge strong partnerships with business stakeholders.

• Excellent leadership, communication, problem-solving, and decision-making skills.

• Capability to manage competing priorities in a fast-paced environment.

• Willingness to work across global time zones and occasionally adjust working hours to support team members and business stakeholders in India.

• Occasional domestic or international travel may be required.

• HR certification such as SHRM-SCP, SPHR, or an international equivalent is preferred.

• Experience in supporting system implementations, enhancements, or testing is preferred.

🏝️ Benefits

• Medical, Dental, and Vision coverage for employees, dependents, and domestic partners.

• Employee Assistance Program (EAP).

• 401(k) Plan with company matching and profit-sharing contributions.

• Discretionary Bonus Program.

• Flexible Spending Accounts (FSA).

• Paid Time Off (PTO), with full-time employees accruing 15 days per year.

• At least 10 paid holidays annually.

• Family Building Benefits, including adoption and fertility assistance.

• 11 weeks of Paid Parental Leave for eligible employees.

• Life Insurance & AD&D, with 100% of premiums covered by Milliman.

• Short-Term and Long-Term Disability, fully funded by Milliman.

• Remote work opportunity.

• Occasional domestic or international travel based on business requirements.