Job Description:
Title: HR Service Center Team Lead
Location: Eagle, ID
About Lamb Weston
We love making fries almost as much as you like eating them! Since the 1950's, Lamb Weston has inspired customers with food they love, trust, and share with families and friends. As a leading global manufacturer of quality frozen potato products with over 9,000+ team members around the world, it's our business to see the possibilities in potatoes and people.
We are looking for team members with an appetite for a challenge! People who are hungry to join a winning team and help us make a difference in the world. When you join Lamb Weston, you join a community with a strong support network and training programs designed to nurture, inspire, and help you grow.
We are driven by a relentless pursuit of results and by people who think creatively and embrace our values of: Integrity, Teamwork, Inclusion, Drive for Results, and Empowerment. Exactly what you'd expect from the most inventive potato company in the world!
Join Lamb Weston! We bring the world together with our fries.
Job Description Summary
This role is an integral part of the Lamb Western HR HUB Team. The right candidate will be responsible for leading the Tier 2 Team comprising of HR HUB Specialists and Analysts. This lead will also work as an expert and point of escalation for complex queries, Workday break/fixes, international WD support, policy interpretation, problem solving and delivery through standardized and controlled processes, with a constant focus on innovation and efficiancy. Leads the team with a focus on best in class customer service, teamwork, and collaboration with the other HR HUB Teams and HR Centers of Excellence (COE). Works closely with HUB Leadership in support of service and process improvement.
Job Description
Under general supervision, uses knowledge and skills obtained through education, training and/or experience to manage the day to day administration of employee HR needs and complex HR scenarios. Frequent contact with internal customers (team members, HR, Legal, managers, etc.), and/or third-party administrators is required.
- Demonstrating ownership of the customer experience, managing service and resolution expectations through defined performance metrics such as customer satisfaction and problem resolution, etc.
- Proactively develop new processes, initiatives, offerings, tools, and assets to help the HR Hub scale and grow.
- Support business leaders, including HR, in identifying and managing risks and ensuring the compliance and people frameworks are implemented appropriately and effectively.
- Support International HR with Workday as needed
- Work with and build relationship with Legal team to manage complex employment legal cases, employee relation matters and continually improving ways of working.
- Supervise, provide feedback and guidance for team members in the review and processing of questions/requests as received through tickets, phone, or direct contact from HR.
- Regularly checking in on assigned projects and ongoing responsibilities like Orientation/Onboarding, payroll support, programs and policies (interpretation, problem solving and delivery), process improvements (leans toward efficiency), etc. to ensure those processes are handled as expected and team members are trained and coached accordingly.
- Requesting feedback from our customers (new hires, HRBPs, COE contacts)
- Ensure team is following outlined SOPs and leveraging our tools correctly by auditing numerous tickets daily and shadowing team members on a regular basis.
- Participate in systems modifications and upgrades, identify requirement changes, end-user testing, training and implementation related to area of subject matter expertise.
- Continued evaluation of employee needs by collecting ongoing feedback to identify and implement improvement opportunities.
- Lead by review of key performance indicators (volume of work, speed to close, accuracy, etc.) to quickly adjust service levels as needed and address performance concerns or workload issues in a timely manner.
- Share analytics on a regular basis with the manager on performance vs. our KPIs for weekly update to the Director, HUB Operations.
- Provide training and support for Tier 2 Specialists regarding all processes and tools while setting clear expectations for the team and individuals for success.
- Oversee new hire training, reviewing current training plans and materials and establishing timelines and milestones for becoming fully onboarded to the team.
- Develop and maintain SOP and training tools for the team, including ways to streamline or optimize existing SOPs and teach the team new tools to increase productivity. This may include drafting OPLs, Visio flows or desktop procedures, as well as teaching skills in Word, Excel or other technology tools.
- Lead or co-lead team meetings, including ongoing training and cross-team collaboration efforts.
- Communicate and collaborate closely with the COE Leads and HRBPs when working through case escalations.
- Be the first point of escalation for complex HR issues or cases.
- Support other HUB Tier 2 activity as manager requires.
Specific Job Duties
- Supervises Tier 2 team members with case resolution across all general HR topic areas.
- Manages Tier 2 queue in the Case Management tool to ensure quick, equitable, courteous resolution.
- Possesses a superior functional working knowledge of the HR area under Lamb Weston's established policies, procedures, and practices.
- Able to promote and communicate HUB responsibilities to HR and business partners
- HR Manager Meetings
- New Leader Trainings
- HR Roadshows
- HR Foundations
- Orientation/Onboarding (I-9 processing)
- Demonstrates comprehensive understanding of both union and non-union employee rights as Lamb Weston team members.
- Proven performance supporting other team members to ensure department objectives and deadlines are met.
- Clearly communicate with other HR team members and departments in order to provide customer first resolutions.
- Ability to learn new systems quickly, and train others.
- Serves as a regular contact for staff, internal customers, vendors and/or third party administrators (for administration support services).
- Maintains current up to date knowledge in Human Resources legislation.
- Performs other duties and responsibilities as assigned.
Basic & Preferred Qualifications
- Bachelor's Degree HR, or Business Administration or equivalent in years of experience.
- Minimum 4-5 years of experience in relevant areas of HR.
- Deep understanding of Workday (Business Processes, Security roles) and end-user experience.
- An excellent understanding of HR functions within a mid - large sized organization.
- Proficiency in MS Office - strong Excel skills required.
- Previous experience with HR management systems required; experience with Workday preferred.
- Excellent customer service, interpersonal and conflict management skills.
- Calm, composed demeanor to de-escalate situations involving dissatisfied customers.
- Demonstrated empathy and care with an open, customer centric mindset when resolving customers inquiries.
- Critical thinker, problem solver with a professional, "Can do it" attitude.
- Effective communication, trouble shooting and office skills.
- Ability to work independently with strong time management and organization skills in a team-based, start-up environment.
- Consistent sense of urgency in performing duties with the ability to balance multiple priorities and constantly changing workloads.
- Ability to keep the highest standards of accuracy, precision, discretion, and confidentiality with strong ethical values.
Industry-Competitive Benefits
Coupled with our compensation and bonus incentive programs, our benefits deliver rewards that are market competitive. Some of the most attractive elements of our benefit programs include:
- Health Insurance Benefits - Medical, Dental, Vision
- Flexible Spending Accounts for Health and Dependent Care, and Health Reimbursement Accounts
- Well-being programs including companywide events and a wellness incentive program
- Paid Time Off
- Financial Wellness - Industry leading 401(k) plan with generous company contributions, Financial Planning Services, Employee Stock purchase program, and Health Savings Accounts, Life and Accident insurance
- Family-Friendly Employee events
- Employee Assistance Program services - mental health and other concierge type services
Benefits may vary based on location, job role/level, job status, and/or the terms of any applicable collective bargaining agreements.
Job Requisition ID: Req-234642
Time Type: Full time
Anticipated Close Date: 06/17/2024
In compliance with applicable state and local laws, Lamb Weston has opted to include a reasonable estimate of the compensation for this role. This compensation is specific to this position and takes into account a number of variables. Actual compensation may be higher or lower in the range posted based on various factors, including, but not limited to, job duties, experience and expertise. A candidate's work location could also impact the actual compensation being outside of the range to reflect local cost of labor. A reasonable annual estimate of the range for this role based on the variables previously mentioned is: $79,240.00 - $118,860.00
Lamb Weston is an Equal Opportunity Employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status or any other protected factor under federal, state or local law
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