Supervises a team of HR Service Center Coordinators and/or Specialists responsible for administration and customer support for the business (employee & manager) when it comes to end-to-end HR policies and procedures. Ensures the efficient and effective operation of their respective team.

Essential Functions/Responsibilities

Supervisory 

• Provide overall management and direction for the team and drive team accountability. Responsible for performance, hiring, and determining compensation for staff. Responsible for the ongoing development and growth of team members.

• Proactively monitor ticket volume, backlog, and workday tasks and distribute work accordingly in order to maintain SLA's.

• Responsible for the orientation, training, and coaching of new team members.

• Ensure team delivers high quality customer service, providing ongoing guidance and feedback as necessary.

• Responsible for assuring team’s schedule provides appropriate coverage for the service center.

• Follow-up with dissatisfied customers to ensure their concerns are heard and that their feedback is brought back to the HR Service Center for customer service and process improvement consideration.

   

Customer Service

• Serve as the main liaison between COE's, Payroll, HRIS, etc., and  as the main escalation point for Coordinators, and an escalation point for serious employee concerns.

• Help to investigate and uncover root for cause for issues, and suggest solutions to optimize processes and procedures.

• Review/update HRSC wording and quick descriptions to better respond to employee questions

• Ensure the team is providing excellent customer service, maintains the team standards, and holds team accountable 

System/Transactional Support 

• Performs complex administrative transactions, participates as actor in workflows, audits and in some cases, data maintenance of HR Data.

• Proactively runs status reports and checks for case updates on vendor’s systems.  Develops tracking and reporting framework; produces regular, timely reporting and analysis to key stakeholders

• Identifies researches, troubleshoots, and provides guidance to stakeholders as it relates to the execution of business process within our BH HR Systems.

• Responsible for the preparation of documents, job aids, and communications to meet the needs of both internal HR and other stakeholder groups.

• Leads trainings for newly hired employees on HR policies, internal procedures and regulations

• Responsible in partnership with HR Manager to ensure our case management tools are working effectively, efficiently, and are updated on a frequent basis.

Process

• Ensures team members properly document interactions in the Case Management tool.

• Continually evaluates knowledge management tools and contributes new, revised or updated information to maintain accuracy and consistency in knowledge in support of customers.

• Leads continuous improvement workshops and projects.

• Identifies and leads efforts to improve customer service excellence and efficiency.

• Design, develop, and deliver analytics to measure customer service quality, efficiency, and broader HR impact.

• Support the transition of new responsibilities to the HR Service Center.

• Responsible for maintaining the Service Center Catalog to ensure its accuracy related to tasks and owners.

Team/Culture

• Ensure that all Bright Horizons’ policies and procedures are followed and that employees are treated fairly in line with policies and our HEART Principles.

• Supports entire Service Center by sharing knowledge, information, and best practices.

• Maintain a high level of energy and enthusiasm for Bright Horizons Family Solutions, its mission, values and philosophy.

• Other responsibilities, as assigned

Decision Making

• Exercises discretion and independent judgment with respect to matters of significance

Job Requirements – Education/Experience

• Bachelor's Degree required (in Human Resources, Communications, or Business preferred) or 1-2 year of equivalent HR experience without degree

• 3 years Human Resources experience required, at least 1 year experience of management preferred

• 3 years customer service experience preferred?

Additional Job Requirements

• Strong interpersonal and customer service skills.

• Communicate effectively in both oral and written form.

• Exhibit patience, empathy, and positivity.

• Have strong problem-solving skills.

• Ability to multi-task, prioritize, and manage time effectively.

• Demonstrated proficiency of Microsoft Office Suite products: Excel, Word, PowerPoint, etc.

• Working knowledge of SaaS-based HR/Recruiting/Payroll/Time & Attendance solutions (Workday, CSOD, Workforce Solutions) preferred.

• Bi-lingual helpful; but not required.

Remote exempt role. Base pay range is $60-70K yearly with health, dental, 401K and other optional benefits plus paid time off and holidays.