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Service Center Manager
First American
Santa Ana, CA, United States
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The Manager, Employee Service Center is responsible for oversight, direction, and coordination of the Employee Service Center, supporting all HR systems and associated transaction management, training and communications. The Manager will further develop the Employee Service Center into a Global Shared Services organization and be responsible for effectively managing one or more teams and leveraging information systems to ensure operational efficiency and administrative excellence. The Employee/Shared Service Center is responsible for online and phone support for all HR applications.
Essential Functions
• Manages a team of HR support specialists and provide team members with the appropriate training, tools, direction and motivation to satisfy the needs of our customers.
• Responsible for all HR transactional services provided by the Employee Service Center.
• Provides prompt, courteous and accurate customer support and promptly escalates appropriate issues to VP or management team.
• Oversees the design and reporting on all Service Center metrics and completes all required reporting and analysis.
• Streamlines and continuously improves processes while providing daily operations and support to end users (Employees, managers, and HR Business Partners). Ensures accuracy and integrity of all data.
• Develops and manages user documentation for all HRMS applications.
• Develops, manages and delivers training for all Employee Service Center team(s)
• Develops and distributes all user communications from the Employee Service Center(s)
• Contributes to the strategic direction and formulation of corporate-wide HR policies, procedures, systems, and initiatives.
• Tasked with problem analysis and resolution as it pertains to the areas of job responsibility within the Employee Service Center team(s).
• Special Projects
Knowledge and Skills/Technology Used
• Communicates clearly and concisely
• Ability to solve problems and make recommendations to remediate issues
• The ability to identify the nature and severity of the request or issue, prioritize, and choose the best method of resolution in a sensitive and confidential manner is required
• Successful track record of executing day to day operational responsibilities, along with participating in, developing and completing projects in area of expertise
• Strong analytical abilities and problem solving with demonstrated ability to run reports, and interpret/analyze data outputs
• Proficient in the use of Microsoft Office suite of applications and the ability to quickly learn new software products
• Able to implement and enforce processes to ensure compliance and quality
• Provides others with reliable information and uses good listening skills
Typical Education
• Bachelor’s degree or equivalent combination of education and experience
Typical Range of Experience
• 3-5 years of directly related experience
• 2+ years demonstrated experience in supervisory role
• Strong working knowledge of HR systems and operations
• Experience with a HR Shared Service Delivery system required
First American invests in its employee’s development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.