HR Customer Advisor Supervisor

Job Description

We are seeking a highly skilled and experienced Supervisor/Team Lead of HR Customer Advisors to lead our HR Service Center team. As a key leader, you will be responsible for overseeing the delivery of exceptional customer service and support to employees through our ServiceNow platform. Your primary goal will be to ensure an employee-centric experience, drive process improvements, and foster a culture of continuous improvement.

Primary Roles & Responsibilities:

• Team Leadership: Provide direction, guidance, and coaching to HR Customer Advisors, ensuring they have the necessary skills and resources to deliver high-quality service and support to employees.
• Process Improvement: Collaborate with cross-functional teams to identify opportunities for process improvement, develop solutions, and implement changes that enhance the employee experience, reduce cycle times, and improve efficiency.
• Performance Management: Monitor and analyze key performance indicators (KPIs) such as first-response and resolution rates, case resolution quality and accuracy, and customer satisfaction ratings. Utilize ServiceNow metrics and reporting to make data-driven decisions and drive continuous improvement.
• Quality and Standards: Ensure adherence to established quality standards and guidelines for customer engagement, and provide feedback and coaching to HR Customer Advisors to ensure they meet or exceed expectations.
• Escalation and Resolution: Provide guidance and support to HR Customer Advisors in resolving complex customer issues, and escalate or transfer cases to other provider groups as needed.
• Knowledge Management and Compliance: Stay up to date with changes in HR policies, procedures, and systems, and ensure that knowledge base articles and self-serve information for employees are accurate, current, and compliant with organizational requirements.
• Talent Development: Provide ongoing coaching and feedback to ensure the team are equipped to deliver exceptional service.

Work Environment:

• This is a production environment, and as such, you will be held accountable to daily KPI metrics.
• The ideal candidate will be able to work in a fast-paced, dynamic environment with multiple priorities and deadlines.

Required Education, Experience, & Skills

• 3+ years of experience in an HR Generalist or Business Partner capacity, experience as a team or project lead
• Excellent written and verbal communication skills, strong analytical and problem-solving skills
• Ability to interact effectively with management, employees, and other customers
• Strong leadership and management skills, with experience in developing and implementing process improvements
• Technical savviness, with experience in MS Office environments, ServiceNow (or similar platform), Applicant Tracking Systems, and HR Information Systems
• Ability to identify trends and opportunities for improvement
• Familiarity with metrics and reporting tools
• Bachelor's degree in a related field (strongly preferred)

Preferred Education, Experience, & Skills

• Experience in an HR Shared Service or a related field
• Proficiency in ServiceNow and ability to navigate the platform effectively
• Experience with ServiceNow case management and ticketing
• Familiarity with ServiceNow reporting and metrics
• Ability to utilize ServiceNow to document and track employee interactions

Pay Information

Full-Time Salary Range: $ $

Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

Employee Benefits: At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being. Regular employees scheduled to work 20+ hours per week are offered: health, dental, and vision insurance; health savings accounts; a 401(k) savings plan; disability coverage; and life and accident insurance. We also have an employee assistance program, a legal plan, and other perks including discounts on things like home, auto, and pet insurance. Our leave programs include paid time off, paid holidays, as well as other types of leave, including paid parental, military, bereavement, and any applicable federal and state sick leave. Employees may participate in the company recognition program to receive monetary or non-monetary recognition awards. Other incentives may be available based on position level and/or job specifics.

About BAE Systems, Inc.

BAE Systems, Inc. is the U.S. subsidiary of BAE Systems plc, an international defense, aerospace and security company which delivers a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support services. Improving the future and protecting lives is an ambitious mission, but it's what we do at BAE Systems. Working here means using your passion and ingenuity where it counts – defending national security with breakthrough technology, superior products, and intelligence solutions. As you develop the latest technology and defend national security, you will continually hone your skills on a team—making a big impact on a global scale. At BAE Systems, you'll find a rewarding career that truly makes a difference.

This position will be posted for at least 5 calendar days. The posting will remain active until the position is filled, or a qualified pool of candidates is identified.