Manager, Employee Solutions Lead
2 weeks ago
The Manager, Employee Solutions is responsible for driving the employee experience by overseeing the development and performance of the Employee Solutions Team. This team is part of the Talent Operations Center and is responsible for delivering exceptional customer service to employees and managers throughout the entire employee lifecycle.
Key Responsibilities- Lead, coach, and develop the Employee Solutions Team of Specialists.
- Ensure established service level expectations are met, providing excellent customer service.
- Develop, document, and provide training to the team on day-to-day responsibilities, ensuring they are cross-trained on various systems, processes, and support functions.
- Manage high-volume requests by overseeing processes and ensuring all transactions are completed within service level agreements and with excellent customer service.
- Oversee employment verification request processes and unemployment claims administration.
- Establish, define, and monitor Employee Solutions goals, metrics, and implement proactive measures to mitigate risks and issues.
- Utilize data-driven decision-making abilities to analyze service requests, trends, and caseload to ensure compliance and service delivery expectations are met by implementing process improvements and technology opportunities.
- Maintain close and ongoing relationships with internal customer-facing groups, including Talent Operations Center, Talent Business Partners, and various stakeholders, to evaluate performance and provide continuous process improvement.
- High School Diploma or GED equivalent, required.
- 3 or more years of experience leading and directing teams, required.
- 5 or more years of progressive experience working in Human Resources and/or Customer Service Management or related field, required.
- Bachelor's Degree in Business, Human Resources, Business Administration, or related field, preferred.
- Experience with SuccessFactors, SAP, and ADP, or similar HRIS systems, preferred.
Open office environment. Hybrid work schedule (M, T, Th). Willingness to work outside normal business hours as necessary for special projects. Minimal travel required.
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