Manages and coordinates the HR Support team responsible for providing support to all ServiceMaster employees and managers on all HR processes, including recruitment, pre-employment verifications, onboarding, manager self-service transactions, performance management and all other HR processes as developed. Manages the schedule and ticket system metrics and results for the team.
Manages and leads a HR Support team in the day to day operation of the Support Center, servicing 11,000 employees and managers across the US.
Creates and analyzes HR cases and data reports as necessary to align resources in the HR Support team and identify possible solutions and necessary escalations for recurring issues.
Responsible for managing the daily operational relationship with outside vendors.
Delegates and provides coaching and development to the HR Support team. Manages and reviews HR Support team performance. Facilitates and contributes to staffing and employment processes for the HR Support team.
Maintains knowledge of rules and laws which govern the HR practice.
Contributes to the development, documentation and communication of HR policies and procedures. Interprets, applies and enforces HR policies and procedures.
Ensures high level customer service and problem resolution for tier 1 issues by the HR Support team. Fields and resolves escalated issues from the team and facilitates quick resolution.
Develops, coaches and consults with HR team to support managers and employees regarding HR processes and policies.
Ensures that HR-related transactions are processed in compliance with external and internal policies.
Participates in testing and deployment of change and maintenance activities for the HR system and processes as needed. Leads and facilitates problem solving and special projects within the HR Support team.
Identifies training and communication needs for HR, managers and employees, contributes in developing appropriate materials to meet those needs and ensures timely and quality delivery of the training to the right population.
High school diploma/GED required; Bachelor's degree preferred
3-5 years of HR supervisory experience required
Experience with Workday, ADP or related human resource systems strongly preferred
Experience as a manager for a HR Support Center/Shared Services preferred
Experience managing hourly employees preferred
Knowledge of HR policies and procedures as well as corresponding local, state and federal regulations
Supervisory skills including coaching, development and performance management
Computer skills with Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
Attention to detail and accuracy with quantitative and qualitative data
Written and verbal communication skills to interact with internal and external entities and present information; public-speaking skills
Ability to handle sensitive information and maintain confidentiality
Organizational and time management skills, including process orientation and the ability to meet deadlines
Ability to work independently under general supervision and collaboratively as part of a team
Physical Demands and Working Conditions
The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Incumbent must be prepared to:
Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
Sitting for long periods of time while using office equipment such as computers, phones and etc.
Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.
Incumbent is required to have :
Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm's reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.
Incumbent will be subject to :
Inside working conditions: The change of building environment such as with or without air conditioning and heating.
ServiceMaster is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position. Equal Opportunity Employer-minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity.