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Employee Service Center Manager

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Job Summary

The Employee Service Center Manager is responsible for process improvements, workflow efficiency, monitoring of transactional processing for compliance and accuracy, handling projects, and escalated customer concerns resulting in a high-level of support.

This role will lead the HR Shared Services Specialty team responsible for addressing & resolving employee inquiries using Service Now case management tool set, full employee life-cycle processing and HR compliance through the use and optimization of Workday and other HR systems.

The role will report to the Director of HR Services and partner with key HR and business stakeholders to develop and optimize standard operating procedures and adherence to service level agreements (SLA). As a member of HRSS management team, the HR Service Center Manager will ensure that changing HR service needs are addressed in the most responsive and efficient manner possible with a focus on providing exceptional service to the AE/FMC Organization.

This role will focus on efficiency, excellent customer service, continuous improvement and execution of service level agreements and practices that support AE/FMC’s direction and vision.

Essential Functions

  • Manage and direct the work of HR Shared Services Specialist Team determining work procedures, preparing work schedules, expediting the workflow, assigning duties, examining work for accuracy and conformance to policies and procedures, and troubleshooting issues that arise.
  • Ensure all standard operating documentation (SOP) are maintained and updated timely and provides accurate information.
  • Develop, lead, and motivate the shared service specialist team through coaching; influence them to take positive action and accountability for their assigned work
  • Oversee internal and external audits as required
  • Define and Develop performance metrics, monitor team member productivity, and generate appropriate progress reports for review by the leaders.
  • Partner with all HR functional teams to ensure process improvement and technology to ensure processes are documented.
  • Drive continuous improvement standards to promote team efficiency
  • Partner with key stakeholders to understand service delivery expectations and ensure services meet or exceed expectations
  • Develop and monitor performance and plan resource allocation to ensure adequate coverage and adherence to service level agreements
  • Collaborate with the team to resolve complex issues related to HR programs and processes.
  • Ensure compliance with federal, state, and local employment laws
  • Recommend HR process redesign to improve service delivery and/or operational efficiencies by leveraging existing resources and new technologies
  • Manage and support projects as assigned within HR Services
  • Ensure client service and satisfaction in all areas of position
  • Build, mentor and provide leadership to HR Shared Services, to ensure top performance across multiple disciplines
  • Ensure development, maintenance, and delivery of curriculum to support internal end-user training and change management initiatives
  • All other duties as assigned

Knowledge and Skills/Technology Used

  • Successful track record designing, developing, and executing complex projects in area of functional expertise.
  • Ability to establish and maintain effective working relationships at the Management level across functional groups and business units. Adeptness to influence the thinking of, or gain acceptance from, others in sensitive situations, using influence and preventing damage to the relationships.
  • Strong capacity to communicate the function’s vision and the department’s direction and set aligned goals. Provides resources and creates systems to measure results. Familiar with competitor, financial and industry dynamics.
  • Actively recruits, retains, and develops talent and holds employees accountable for results. Leads change, manages conflict, and fosters collaboration.
  • Drives and models customer loyalty, manages customer expectations, solicits customer feedback, and ensures commitments are met.
  • Provides others with reliable information and delivers informative and persuasive presentations. Uses good listening skills and negotiates effectively.
  • Collaboratively engages with leaders to create, identify, and implement solutions to further effectiveness of the business.

Typical Education

  • Bachelor’s degree or equivalent combination of education and experience

Typical Range of Experience

  • Workday, ServiceNow or Case Management System
  • Software programs such as Microsoft Word, Excel, Power Point, and Access
  • 5-7 years of directly related experience
  • 3-5 years demonstrated experience in a supervisory or management role
  • Demonstrated success establishing, leading, and maintaining effective working relationships