Mgr HR Service Delivery

HR Service Delivery Manager

HR Service Delivery Manager is primarily responsible for managing the work of the HR Service Delivery staff and allocating resources based on the nature and volume of work. This includes participating in decisions regarding new work that Service Delivery will take ownership of and incorporating this new work into existing processes and supporting mechanisms or creating new ones and resourcing the work. The role is responsible for setting data standards for people information and setting and measuring function SLAs. The role is accountable for team performance (cross training, staff retention) and development.

Main duties:

• Engage with Centers of Excellence to properly prioritize work and/or to set operating standards.
• Collaborate with other HR Service Delivery leaders to ensure alignment between functional specialties.
• Quantify "costs" of HR Service Delivery work (e.g., cycle times, transaction costs, etc.).
• Document all HR Service Delivery work (e.g., process flow documents, HR program "fact sheets', data interface steps, etc.).
• Allocate resources based on the nature and volume of work.
• Participate in decisions regarding new work that HR Service Delivery will take ownership of.
• Incorporate new work into existing processes and support mechanisms or create new processes/support mechanisms and resource the work.
• Set data standards (definitions) for people information.
• Set and measure function SLAs.
• Accountable for overall team performance (training on relevant HR systems or HR programs, cross-training of staff to build depth and backup support, staff retention) and development.
• Identify, drive and measure process improvements.
• Provide backup support to team during times of peak volume or staff vacancies (turnover, illness, time off).
• Audit data and records management work.
• Compliance – awareness of relevant laws (e.g., data privacy) and establishing processes that comply.
• Other duties as assigned.

Required experience:

• Minimum 5 years experience working in Human Resources (multiple discipline experience preferred).
• Minimum 3 years experience managing people.

Other required work-related experience:

• Must be effective working in an ambiguous and changing environment while maintaining disciplined operating standards.
• Detail and process oriented.
• Familiar with various HR disciplines and HR operations.