Manager, HR Shared Services- Teammate Inquiry

Responsibilities

• Manages employees by supporting, coaching, training, assisting with time management and performing evaluations; should conduct regular meetings with all direct reports.
• Acquires broad HR functional and technical knowledge to handle in-scope services, serving as the subject matter expert for all related inquiry support.
• Is a champion of the use of case management to log cases, monitor cases and escalate inquiries.
• Ensures AskHR tickets are routed appropriately ensuring effective escalation process to ensure issues and inquiries reach resolution.
• Assists in the resolution of moderately complex and escalated teammate inquiry issues and situations; makes final determination on these issues and acts appropriately; escalating to appropriate stakeholders to speed up resolution time and avoid delays.
• Monitors overall customer satisfaction, working with Service Excellence team on implementing strategies to address issues of dissatisfaction.
• Gathers insights on Clinician and Clinical Support pain points to inform process and system improvements within the People Center, collaborating with stakeholders to build more streamlined ways of working. 
• Collaborates with the Service Excellence team and other functional leaders to build more streamlined ways of working. 
• Establishes a metrics-driven and customer focused culture within the HR Shared Services ensuring overall team achievement of target OLAs; routinely using metrics and feedback for performance and productivity management.
• Leads the development of new processes, incorporating thought leadership and utilizing industry best practices to achieve consistency and standardization, ensuring any proposed new or modified processes are approved appropriately.
• Ensures Standard Operating Procedures (SOPs) and guidelines are well documented and usable for the team.

Qualifications

• Ability to develop and continuously improve HR processes and procedures aligned to the Envision HR service delivery model. 
• Knowledge of project management, planning, execution, monitoring, and controlling.
• Ability to handle ambiguity in a fast-paced environment with multiple concurrent tasks and changing priorities. Must be able to follow up in a timely manner on open items 
• Strong analytical, problem solving, critical thinking, organizational skills.
• Exceptional customer service skills.
• Experience in managing a team of five or more employees.
• Ability to work both independently and in team-oriented, collaborative environments. 
• Ability to lead in a collaborative environment, build consensus and promote the exchange of information among team members. 
• Capability and desire to share knowledge with peers, both within one’s own department and throughout the wider organization 
• Ability to communicate effectively across all levels of the organization; by written, oral, presentation, facilitation, and interpersonal techniques. 
• Ability to train and deliver presentations using professional and polished written and verbal communication skills 
• Ability to drive established production and quality goals/metrics 
• Bachelor's Degree from four-year college or university
• 5 or more years of related experience; or equivalent combination of education and experience required.
• Previous management experience required.
• To perform this job successfully, an individual should have knowledge of:
• Microsoft Office Suite
• Systems and technology that support Oracle and Service Now

If you are ready to join an exciting, progressive company and have a strong work ethic, join our team of experts! We offer a highly competitive salary and a comprehensive benefits package.

Envision uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

Envision is an Equal Opportunity Employer.