Job Description

POSITION PURPOSE
Support the strategic direction of the Company and the Human Resource function through the development and implementation of processes and business solutions to increase the effectiveness of the HR Support function, improve the financial performance of the organization and make specific recommendations for cost reduction and process improvement. This person manages a team of 40+ associates whose function is to resolve customer issues which are typically complex in scope. Accountable for driving productivity of the team while providing excellent customer service in problem resolution and transaction processing. Establishes themselves as a leader in adopting best practices and driving positive results. Accountable for successful implementation of projects and continued process improvement. Partners with Director and other business leaders to identify and resolve business issues that impact customer satisfaction.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
* 40% Manages associate support call centers. Designs and implements processes to drive excellent customer service in the areas of customer call center support and transaction support. Serves as a subject matter expert during the implementation of a new HCM system.
* 20% Serves as the knowledge source for Payroll, HR, and Time and Attendance policy matters.
* 30% Responsible for knowledge based development, establishment of escalation procedures, development of metrics, standards and reporting processes.
* 10% Participates in compliance matters as assigned - including efforts aligned with Sarbanes Oxley requirements.

NATURE AND SCOPE:
* Reports to Director, HR Support
* Accountable for the management of a department or functional group through subordinate supervisors/managers and for all personnel issues -- including selection, termination, performance appraisal and professional development of subordinates.

ENVIRONMENTAL JOB REQUIREMENTS

Environment:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel:
Typically requires overnight travel less than 10% of the time.

MINIMUM QUALIFICATIONS
* Must be eighteen years of age or older.
* Must be legally permitted to work in the United States.

Education Required:
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Years of Relevant Work Experience: 5 years

Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Knowledge, Skills, Abilities and Competencies:
* Demonstrates strong leadership skills in team management (including line management experience), project management and interacting with all levels of the organization. Confident in interaction with senior management team.
* Proven ability to lead and manage change (process and technology) across a global organization.
* Self motivated, able to work with little or no supervision, demonstrates initiative, tenacity, adaptability, teamwork, maturity under pressure, and anticipates and resolves problems before they develop.
* Demonstrate high integrity in dealing with sensitive information
* Customer service orientation, proven history of relationships with customers and partners