HR Operations Manager

Job Summary:


The Manager, Team Member Care Center provides vision, leadership and direction in the continuous development of an operationally excellent HR Service Center. This is a solutions-oriented role that manages day-to-day operations to drive high quality and effective service delivery. This role will work closely with the HR, HRIS, Benefits, Payroll and Store Operations teams on a day to day basis forming data analyses to help identify trends and issues which are systems, process, policy or region related to help meet business needs and ensure a high level of HR service.

Key Roles & Responsibilities:

• Implement, maintain and document processes, and key metrics that optimize the execution of TMCC services and solutions
• Maintain and improve TMCC operations by tracking trends of incoming inquiries to identify/resolve issues, and ensure a high service level
• Prepare TMCC performance reports by collecting, analyzing, and summarizing data and trends
• Build and maintain a positive working environment to train and develop TMCC team members to foster understanding of broad HR principles, policies, procedures and systems as well as a high level of customer service focus
• Evaluate HR system and team member concerns and determine next steps, including ownership, escalation, and recommendation of process enhancements to appropriate HR process owners
• Work with the TMCC representatives to document, respond to and resolve HR inquiries and issues, while also building strong relationships with customers and providing a high-quality customer experience
• Research and report trending systems issues for Taleo, Oracle, and Kronos as reported by end users to the TMCC and share findings with the HRIS team to collaborate on timely and effective resolution
• Make recommendations and assist with development and content changes of policy documentation and training materials based on trending issues and questions

Qualifications

• Bachelor's degree in HR, business or a related field preferred
• 5+ years of functional experience required
• Experience managing a team of 2 or more
• Experience working in a call center environment required
• Ability to multi-task and establish priorities
• Demonstrated analytical and problem-solving skills
• High level understanding of compliance matters related to Compensation, Benefits, Payroll and Employee Relations to ensure appropriate escalation and management of issues
• Experience working in a rapidly changing, complex environment
• Superior written and verbal communication skills a must
• Experience with strategic and quantitative analysis - ability to gather and interpret data
• Strong oral, written, and formal presentation skills and the ability to communicate to all levels of the organization
• Excellent problem-solving skills, fast learner, and able to quickly pick up new tools, software and processes
• High-level of organization, attention to detail, and follow-through