Supervises a team of HR Service Center Coordinators and/or Specialists responsible for administration and customer support for the business (employee & manager) when it comes to end-to-end HR policies and procedures. Ensures the efficient and effective operation of their respective team.

Essential Functions/Responsibilities

Supervisory

Provide overall management and direction for the team and drive team accountability. Responsible for performance, hiring, and determining compensation for staff. Responsible for the ongoing development and growth of team members.

Proactively monitor ticket volume, backlog, and workday tasks and distribute work accordingly in order to maintain SLA's.

Responsible for the orientation, training, and coaching of new team members.

Ensure team delivers high quality customer service, providing ongoing guidance and feedback as necessary.

Responsible for assuring teams schedule provides appropriate coverage for the service center.

Follow-up with dissatisfied customers to ensure their concerns are heard and that their feedback is brought back to the HR Service Center for customer service and process improvement consideration. Customer Service

Serve as the main liaison between COE's, Payroll, HRIS, etc., and as the main escalation point for Coordinators, and an escalation point for serious employee concerns.

Help to investigate and uncover root for cause for issues, and suggest solutions to optimize processes and procedures.

Review/update HRSC wording and quick descriptions to better respond to employee questions

Ensure the team is providing excellent customer service, maintains the team standards, and holds team accountable

System/Transactional Support

Performs complex administrative transactions, participates as actor in workflows, audits and in some cases, data maintenance of HR Data.

Proactively runs status reports and checks for case updates on vendors systems. Develops tracking and reporting framework; produces regular, timely reporting and analysis to key stakeholders

Identifies researches, troubleshoots, and provides guidance to stakeholders as it relates to the execution of business process within our BH HR Systems.

Responsible for the preparation of documents, job aids, and communications to meet the needs of both internal HR and other stakeholder groups.

Leads trainings for newly hired employees on HR policies, internal procedures and regulations

Responsible in partnership with HR Manager to ensure our case management tools are working effectively, efficiently, and are updated on a frequent basis.

Process

Ensures team members properly document interactions in the Case Management tool.

Continually evaluates knowledge management tools and contributes new, revised or updated information to maintain accuracy and consistency in knowledge in support of customers.

Leads continuous improvement workshops and projects.

Identifies and leads efforts to improve customer service excellence and efficiency.

Design, develop, and deliver analytics to measure customer service quality, efficiency, and broader HR impact.

Support the transition of new responsibilities to the HR Service Center.

Responsible for maintaining the Service Center Catalog to ensure its accuracy related to tasks and owners.

Team/Culture

Ensure that all Bright Horizons policies and procedures are followed and that employees are treated fairly in line with policies and our HEART... For full info follow application link.

Bright Horizons is dedicated to creating a workforce that promotes and supports diversity and inclusion. We provide equal employment opportunities to all individuals without discrimination. Bright Horizons complies with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW.