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HR Shared Services Manager
Valley National Bancorp
Wayne, NJ, United States
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The HR Shared Services Manager will provide operational leadership and support to the Human Resources Shared Services Center (HRSSC) and is accountable for ensuring all employee, manager and HR team inquiries are accurately addressed in a professional, cost-effective and timely manner.
Responsibilities include but are not limited to:
• Manage day-to-day operations of HRSSC.
• Ensure appropriate work allocation among HRSSC team and escalation as needed to HR Business Partners.
• Develop business process and approval workflow and define business requirements.
• Work with HR Centers of Expertise and Business Partners to define appropriate HR service level targets.
• Leverage and utilize service technology data features to effectively capture, track, analyze, and report on service delivery metrics and measures.
• Monitor performance against service level targets and modifies processes, workflow, staffing, and other resources to achieve target results.
• Define and update procedures, processes, and protocols.
• Identify system functionality required to optimally support the process.
• Manage technology vendor partners and the tools that they provide to support HR Service delivery to the organization.
• Provide mentoring and coaching to staff to ensure the highest level of customer service and satisfaction.
Required Skills:
• Ability to perform a variety of duties with extreme care, attention to detail, and confidentially.
• Must have organizational skills to function effectively while meeting established deadlines.
• Effective listening abilities with strong judgment skills, demonstrate a proactive style while maintaining professionalism in dealing with sensitive and confidential matters.
• Must possess the ability to read and evaluate written material, meet targeted deadlines.
• Must be able to communicate effectively in English, in both written and oral forms.
• Must have interpersonal skills to deal effectively with all business contacts.
Required Experience:
• Bachelor’s Degree in Human Resources, Business Administration or other related field and a minimum of three (3) years of knowledge and experience leading, managing, or overseeing the execution of high volume, advanced level and specialized customer service based HR support services within a Shared Services center, or other relevant service delivery structure.
• Demonstrated strong functional knowledge and experience within HR, and well as employment practices, compliance requirements, laws, and applicable governing regulations.
• Experience successfully providing training, coaching, performance management, skill development, and guidance to staff toward meeting individual expectations.
• Proven ability to serve as a business process owner for a variety of complex and multifaceted business processes with multiple stakeholders.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, and MS Project).
• General experience in human resources managing a staff of 6 or more preferred.
• Experience with case management systems such as ServiceNow, SuccessFactors, or other related cloud-based systems preferred.
• Experience in direct management of teams executing a broad portfolio of HR services; managing health, welfare, retirement, and wellness programs preferred.