HR Services Manager

GENERAL PURPOSE:

The HR Services Manager is a strategic, process-oriented, and results-driven leader responsible for the overall management and delivery of enterprise HR Services operations, including the HR Service Center (Call Center), Background Screening Programs, and Talent Acquisition Coordination functions. This role leads a team through multiple front-line supervisors, providing direction, coaching, and accountability to ensure the delivery of high-quality, customer-focused HR services that support employees, candidates, managers, and HR business partners across the organization. Directs the day-to-day operations of HR Services, ensuring timely, accurate, and efficient delivery of services across multiple functional areas.

The HR Services Manager is accountable for driving operational excellence, service quality, compliance, workforce performance, and continuous improvement across all HR Services functions. Serving as a key leader within Human Resources, this position develops and executes strategic initiatives, enhances service delivery models, manages vendor relationships, leverages data and analytics to improve outcomes, and ensures adherence to company policies and all applicable federal, state, and local employment regulations.

The base pay range for this role is $105,400 - $158,000. The base pay range is dependent on factors including, but not limited to, experience, skills, qualifications, relevant education, certifications, seniority, and location. The range listed is just one component of the total compensation package for employees. Other rewards vary by position and location.

ESSENTIAL FUNCTIONS:

•    Lead, develop, and mentor a team of HR Services professionals through direct supervision of multiple supervisors and their respective teams.
•    Establish clear performance expectations, goals, and accountability measures to drive operational success and employee engagement.
•    Foster a culture of customer service, collaboration, continuous improvement, and operational excellence.
•    Partner with HR leadership to align HR Services strategies with organizational objectives and workforce needs.
•    Develop succession plans and talent development strategies to build organizational capability and leadership bench strength.
•    Responsible for the implementation of new programs, policy and process; responsible for business partner training, communications, third-party vendor selection, business reviews and contract negotiations.  Drives special projects pertaining to centralized HR Services activities.
•    Integrates issues, lessons learned, best practices and vendor input to constantly improve the cost and value of the services delivered. Understands and addresses associate/customer issues and concerns as they relate to any aspect of HR Services, Background Screening and Talent Acquisition responsibilities in order to continually improve associate/customer experience. 
•    Ensure policy, procedures and other required documents are up to date, accurate and distributed to stakeholders in a timely manner. 
•    Work closely with IT department on processes involving internal and external systems, including upgrades and testing.
•    Work closely with other key partners such as Talent Acquisition, Payroll, Legal, HR Services for the Field organization, operators and senior leaders.
•    Monitor and partner with Buying Office and Distribution Center compliance with policies and protocols.
•    Consults and makes recommendations to the HR Leadership team regarding trends, efficiencies, and operational issues.
    
COMPETENCIES:

People
•    Building Effective Teams (for managers of People and Projects)
•    Developing Talent (for managers of people only)
•    Collaboration    
Self
•    Leading by Example
•    Communicates Effectively
•    Ensures Accountability and Execution
•    Manages Conflict    
Business
•    Business Acumen
•    Plans, Aligns and Prioritizes
•    Organizational Agility

QUALIFICATIONS AND SPECIAL SKILLS REQUIRED:

•    Bachelor’s degree and/or equivalent relevant experience 5 + years specializing in delivery of HR services such as background screening, or HR generalist work in a corporate environment with significant exposure and knowledge in these areas.  
•    Excellent communication and presentation skills
•    High detail orientation
•    Proven leadership, vendor management, negotiation and consultative skills
•    Knowledge of EEOC, background compliance, ADA and other laws and policies
•    Understands the financial aspects of benefits and vendor management to include analytical skills needed to measure performance and effectiveness 
•    Self-directed and self-motivated; able to work in a fast paced environment
•    Demonstrated success in project management 
•    Strong supervisory skills, including training, coaching, performance evaluation and teambuilding skills and ability to distribute and delegate tasks appropriately

PHYSICAL REQUIREMENTS/ADA:

Job requires ability to work in an office environment, primarily on a computer. 
Requires sitting, standing, walking, hearing, talking on the telephone, attending in-person meetings, typing, and working with paper/files, etc. 
Consistent timeliness and regular attendance.  
Vision requirements: Ability to see information in print and/or electronically.
Occasional domestic travel.
Proficiency in Microsoft Office suite

This position may be performed remotely anywhere within the United States except it cannot be performed in the State of Colorado and New York City. #LI-Remote

SUPERVISORY RESPONSIBILITIES:

HR Services Supervisors
Human Resources Coordinators  

DISCLAIMER:

This job description is a summary of the primary duties and responsibilities of the job and position.  It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities.  Contents are subject to change at management’s discretion.

Ross is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities and experience. We believe that it is an essential part of the Company’s overall commitment to attract, hire and develop a strong, talented and diverse workforce. Ross is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, as well as any other category protected by federal, state or local laws.