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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 Human Resources Shared Services Center (HRSSC).
• 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 modify processes, workflow, staffing, and other resources to achieve target results.
• 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.
• Define and update procedures, processes, and protocols.
• 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:
• Must have organizational skills to function effectively while meeting established deadlines.
• Effective listening abilities with strong customer service and 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, to communicate effectively in both written and verbal forms and meet targeted deadlines.
• Must have an understanding of human resources policies, procedures, and benefits.
Required Experience:
• Bachelor’s Degree in Human Resources, Business Administration or other related field and a minimum of three (3) years of experience leading, managing, or overseeing the execution of a Shared Services Call Center environment, or other relevant service delivery structure.
• Demonstrated strong functional knowledge and experience within HR, as 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 in a Call Center.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, and MS Project).
• Experience in direct management of teams executing a broad portfolio of HR services; managing health, welfare, retirement, and wellness programs preferred.
• Experience with case management systems such as ServiceNow, SuccessFactors, or other related cloud-based systems preferred.