HR Supervisor, Shared Services

This position is responsible for the management of all Tier 1 advisory services provided by the HRSS Advisor team. This team provides comprehensive HR support and advisory services to employees, managers and HR Business Partners via phone, email and cases with a goal of first contact resolution in accordance with Service Level Agreements. Groups serviced include U.S and Canada employees and managers, including expatriates, third country nationals, international travelers, and HR business partners, as well as ex-employees, retirees and their beneficiaries. Additionally, this position will ensure that cross divisional standards are created and applied for all duties and that compliance activities are performed accurately and timely.

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and
reputation and is necessary to protect the safety of the Company's staff, employees, and business relationships.

CORE RESPONSIBILITIES AND TASKS

DAILY OPERATIONS & STAFFING

• Manage the HR Shared Services Representative team in accordance with the department's goals.

• Ensure HR Shared Services Reps are knowledgeable, able to answer questions, and provide guidance related to all HR service areas and systems.

• Ensure all Service Level Agreements (SLAs) are met or exceeded

• Create a work environment where customer service and efficiency are key focus areas.

• Recruit and hire staff with the competencies to be successful in a shared services environment

• Provide appropriate training and development opportunities for staff members.

• Set performance goals for each employee and develop ways to monitor progress toward established goals.

• Find ways to encourage collaboration and motivate team members to achieve team goals.

• Assist with any tasks handled by the team as needed.

• Act as the first point of escalation and overall subject matter expert for the HR Shared Services Advisors related to the operations, systems, policies and laws.

• Resolve and follow up on all escalated issues.

• When issues are found, determine why they occurred, take the appropriate steps to correct them, and establish processes to ensure they don't happen in the future.

• Identify other potential activities that can be added to shared services.

HR SERVICES PROCESS, SYSTEMS & ADMINISTRATION

• Develop a comprehensive understanding of all HRSS operations, processes, systems and applicable policies and laws.

• Lead the development of accurate procedural documentation by providing information and feedback that enable successful creation and delivery of training and procedures for HR Shared Services.

• Standardize/harmonize processes across all tasks and ensure Standard Operating Procedures are created and kept updated.

• Leverage SharePoint, Kaleidoscope, and shared drives to obtain information and coach HRBP's, employees, and managers on how to find and use these resources.

• Verify that staff is performing job duties within the various HR systems (ServiceNow, ORC, email, phones, etc.) as directed.

• Ensure all team members understand process improvement concepts and make appropriate updates or partner with appropriate process improvement teams to implement necessary changes to processes

OFF-BOARDING & CLOUD ADMINISTRATION

• Partner with the retirement team and manage Executive retirement initiations and process all retirements in the HR Cloud and timekeeping system

• Manage the HR Advisor team to ensure retirement counseling conversations, documentation, and processes are maintained and followed

• Ensure that all retirements are processed accurately and timely

• Generate, track and enter individual or group mutual agreement and Sep Plan separation agreements

• Ensure separation templates and processes are kept up-to-date and are accurate

• Work with external vendor to identify and resolve issues related to sub pay

• Provide subject matter expertise to support separation or retirement inquiries from employees, managers, HR business partners, Payroll, Employee Relations, legal, or other SW teams

• Manage Advisor team through training and supporting areas of offboarding including standard terminations, Pay in Lieu terminations, time sensitive termination payouts and Retirements.

• Partner with appropriate stakeholders to improve resources and process related to offboarding

• Oversee the Unemployment process; ensure team members are trained, field resources are up to date and partner with appropriate stakeholders and vendor to identify process improvement opportunities

• Utilize audit reports to assist in ensuring your team is performing processes and reviewing data in a timely manner

• Monitor and verify the accuracy of data entry for all team members and ensure that counsel offered to customers is accurate and complete.

POSITION REQUIREMENTS

FORMAL EDUCATION:

Required:

• Bachelor's Degree

Preferred:

• Focus in Human Resources or business related field

KNOWLEDGE & EXPERIENCE:

Required:

• 3+ years of experience in Human Resources.
• Prior supervisory experience managing a service-oriented team through change.
• Ability to manage own workload and assist other staff members with questions and issues.
• Exceptional attention to detail and accuracy.
• Excellent verbal and written communication skills including the ability to train new staff members.
• Exceptional organizational skills with attention to detail, accuracy and ability to maintain confidential data.
• Ability to analyze situations and interpret facts to make decisions and resolve problems.
• Ability to manage multiple simultaneous tasks with minimal supervision.
• Strong computer skills.
• Adaptability to change and desire and ability to make improvements and to continuously improve processes and systems.

TECHNICAL/SKILL REQUIREMENTS:

Required:

• Must be knowledgeable in computer systems (ex. Microsoft Office - Excel, Word, PowerPoint, etc.)
• Excellent verbal and written communication
• Ability to provide exceptional customer service
• Ability to remain calm in stressful situations
• Ability to train and motivate staff
• Ability to work with all levels of managements
• Ability to multi-task

Preferred:

• Systems knowledge of Oracle HR Cloud, Oracle Recruiting Cloud, ServiceNow, OnBase and Kronos UKG

Travel: 10%