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Manager, HR Service Delivery

4 months ago

Deerfield, United States WALGREENS Full time

**Job Summary**:
Works across various groups to provide program/project support and engages stakeholders to deliver on program needs/milestones. Partners with various HR & business groups to generate understanding of processes, policies, and activities associated with the group. Engages with other HR Service Delivery team members to support the maintenance of the HR Portfolio and the execution of approved activities generated from the governance process. Leads a team of HR Service Delivery team members to support work activities and HR group partnerships.

**Responsibilities**:

- Develops support service standards such as workflow, policies & procedure guidelines, and data standards.
- Develops and maintains implementation approaches, tools, and methods for HR Service Delivery. Implements best practice and continuous improvement with regards to Service Delivery process execution in a shared services functional space.
- Provides guidance and counsel to other team members to expand the knowledge base and competency of team members.
- Champions the importance of knowing, supporting, and adhering to organizational policies and procedures.
- Acts as an agent of the company by projecting a positive attitude, enthusiasm, team spirit and integrity to motivate the team, creating a positive work environment, and reaching and exceeding department goals.
- Achieves service delivery objectives by identifying, gathering, and analyzing appropriate data and analysis to measure individual and team performance.
- Responsible for establishing standards and making recommendations for improvements related to service delivery.
- May manage specific service delivery work activities related to process improvement, quality assurance, analytics, content, projects/programs, HR policy, and HR process.
- Responsible for reporting, monitoring, financial analysis, communication, research, enhancements, and meeting service level agreements (SLAs) and operating level agreements (OLAs).
- Assists with policy governance processes and helps to address any knowledge gaps of content / process owners regarding HR portal content service delivery governance, approval process, etc.
- Develops and mentors staff through on boarding, open communication, training and development opportunities and performance management processes; builds and maintains employee morale and motivation; ensures the team is appropriately staffed with required competencies; fosters a diverse and inclusive workplace.
- Works across HR and business groups to forge strong connections, improve productivity and efficiency, enhance communication, and produce insights.
- Develops and maintains project management principles and supports programs as a consultant and project management SME.

“About Walgreens and WBA

"An Equal Opportunity Employer, including disability/veterans".

**Basic Qualifications**
- Bachelor’s Degree and at least 2 years of experience in project management and/or an HR area such as employee relations, organizational development, and/or benefits OR High School/GED and at least 5 years of experience in project management and/or an HR area such as employee relations, organizational development, and/or benefits.
- Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.
- Experience presenting and reporting on project plans and cost benefit analyses to appropriate stakeholders, executives, and senior management.
- Experience with analyzing and reporting data to identify issues, trends, or exceptions to drive improvement of results and find solutions.
- Proficiency with Microsoft Office products including Excel, Word, PowerPoint, Access and developing databases and intake tools with Office products.
- At least 1 year of direct leadership, indirect leadership and/or cross functional team leadership.
- Willing to travel up to/at least 10% of the time for business purposes (within state and out of state).

**Preferred Qualifications**
- Master's degree of MBA
- Project management certification
- Continuous Improvement/Process improvement experience