HR Shared Services Manager – Teammate Inquiry

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee employee management through support, coaching, training, time management assistance, evaluations, and regular meetings.

• Obtain extensive HR functional and technical knowledge to act as the subject matter expert for inquiry support.

• Lead case management to log, monitor, and escalate inquiries appropriately.

• Ensure that AskHR tickets are directed correctly and escalated efficiently towards resolution.

• Address moderately complex and escalated teammate inquiry issues and situations.

• Make conclusive decisions on escalated matters and engage relevant stakeholders to expedite resolution.

• Monitor customer satisfaction and work together with the Service Excellence team on strategies for addressing dissatisfaction.

• Collect feedback on clinician and clinical support pain points to guide improvements in People Center processes and systems.

• Partner with Service Excellence and functional leaders to enhance operational workflows.

• Cultivate a metrics-driven, customer-centric culture and meet target OLAs.

• Utilize metrics and feedback for managing performance and productivity.

• Spearhead the development of standardized processes following industry best practices.

• Ensure that new or modified processes obtain the necessary approvals.

• Maintain accessible Standard Operating Procedures and guidelines.

⛳️ Requirements

• Capability to design and continuously enhance HR processes and procedures in line with the Envision HR service delivery model.

• Proficiency in project management, including planning, execution, monitoring, and control.

• Ability to navigate ambiguity in a dynamic environment with multiple simultaneous tasks and shifting priorities.

• Strong analytical, problem-solving, critical thinking, and organizational abilities.

• Outstanding customer service skills.

• Experience in managing a team of five or more employees.

• Capacity to work independently as well as in a team-oriented, collaborative setting.

• Ability to lead collaboratively, foster consensus, and encourage information sharing.

• Willingness and enthusiasm to share knowledge with colleagues across the organization.

• Effective written, oral, presentation, facilitation, and interpersonal communication skills.

• Competence in training and delivering presentations.

• Ability to meet established production and quality goals/metrics.

• Bachelor's Degree from an accredited four-year college or university.

• 5 or more years of relevant experience, or a comparable combination of education and experience.

• Previous management experience is mandatory.

• Familiarity with Microsoft Office Suite.

• Understanding of systems and technologies supporting Oracle and ServiceNow.

• Employment eligibility verification through E-Verify.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Disability benefits.

• Healthcare FSA.

• Dependent Care FSA.

• Limited Healthcare FSA.

• Transportation and parking FSAs.

• HSA.

• Paid time off (minimum of 20 days and up to 25 days per calendar year).

• 9 observed holidays.

• Paid family leave.

• Benefits eligibility from day one for qualifying employees.

• Comprehensive benefits package.