Human Resources Services Manager

The HR Services Manager will seek to establish and oversee our new HR Help Desk service. This role will deliver seamless self-services, provide navigation support, and create a knowledge database to enhance employee interactions.

The HR Services Manager is a key role in the delivery of quality services to business leaders, managers and employees, as well as to the HR community and driving an agenda of continuous improvement.

ROLE OVERVIEW:

• Oversee the overall delivery of Tier 0 and Tier 1 processes under the HR Helpdesk Service Line, ensuring a high standard of customer support and employee satisfaction.
• Create, drive, and maintain a comprehensive knowledge database to empower employees with easy access to information and support resources.
• Lead business process mapping to identify, design, and implement efficient workflows and improvements.
• Provide actionable insights through detailed reporting and SLA (Service Level Agreement) monitoring to ensure continuous improvement in service delivery.
• Track and analyze the drivers of request volumes, identifying trends and recommending enhancements to service processes.
• Develop and manage a robust service catalog, continually expanding service offerings to meet evolving business needs.
• Utilize SharePoint and a ticketing service platform to monitor service requests, manage workflows, and ensure timely resolution of employee queries.
• Lead, coach, and manage a team of 5 individuals, fostering a culture of collaboration, continuous learning, and excellence.
• Partner with key stakeholders to ensure alignment of HR Helpdesk Services with organizational goals and employee expectations.

REQUIRED QUALIFICATIONS:

• 5+ years experience in HR Shared Services, HR or Operations with at least 1+ years of people management experience, with the capability to develop a strong team and enable the team to achieve their potential.
• 1+ years of people management experience. Demonstrated leadership and team management skills, with experience leading a team or group of individuals.
• Strong analytical and reporting skills, with a demonstrated ability to derive insights from data and monitor SLAs effectively.
• Proficient in business process mapping, quality management and process optimization. Have led the creation, maintenance, and management a knowledge database.
• Experienced user of human capital management system, preferably Darwinbox, MS SharePoint and/or other ticketing service platforms.
• Excellent communication, interpersonal, and relationship-building skills.
• A proactive, agile and strategic mindset, with a drive to innovate and enhance processes.