Job Description

ABM (NYSEABM) is a leading provider of facility solutions with revenues of approximately $6.4 billion and over 130,000 employees in 300 offices deployed throughout the United States and various international locations. ABMs comprehensive capabilities include electrical & lighting, energy solutions, facilities engineering, HVAC & mechanical, janitorial, landscape & turf, mission critical solutions and parking, provided through stand-alone or integrated solutions. Founded in 1909, ABM provides custom facility solutions in urban, suburban and rural areas to properties of all sizes from schools and commercial buildings to hospitals, data centers, manufacturing plants and airports.

Job Title:DIRECTOR OF HR SHARED SERVICES

Education:Bachelors Degree

Career Level:Director

Category:Human Resources

Job Type/ FLSA Status:Salaried Exempt

Travel Required:10 - 20

Shift Type:First Shift (Day)

Job Description:The HR Director of Shared Services willprovide overall operational and leadership support to the HR Service Center which is accountable for ensuring that all team members, leaders and Human Resources team inquiries are accurately addressed in a professional, cost-effective and timely manner. Ensures that changing Human Resources service needs are addressed in the most responsive and efficient manner possible with a focus on providing exceptional service to the organization. Manages all activities associated with the centers delivery, including developing and implementing policies and procedures for case management, call management (calibration, call and case auditing), escalation resolution and overall content management of the knowledgebase and self-service tools. Establishes performance levels and service standards to ensure productivity meets or exceeds service and quality standards. Drives focus towards continuous improvement opportunities and identifies and provides analysis of trends and overall metrics.

Major Responsibilities

Designs and implements an integrated service center strategy. Ensures the execution of consistent and legally sound processes. Partners with other Human Resources functions to ensure alignment and integration of strategies.
Oversees the overall services and operations of the center, ensuring compliance with all ABM policies, procedures, regulations and standards of practice.
Ensures the HR Service Center provides quality, consistent and efficient customer service and identifies service center best practices supporting quality initiatives. Establishes and maintains appropriate customer service procedures and standards. Interfaces with customers and resolves problems and conflicts as necessary.
Oversees the documentation, creation, implementation and overall of the Case Management (CRM) solution. This includes content management of the knowledgebase tool, ensuring consistent processes and compliance with all policies, procedures, regulations and standards of practice.
Responsible for the Interactive Voice Response (IVR) system. Ensuring the system is operational 24/7 as well as owning any changes or updates needed.
Provides vendor oversight, managing and escalating key vendor problems for resolution.
Continuously reviews and evaluates internal operating processes, facilities, systems and procedures for effectiveness, efficiency, and responsiveness to customer requirements. Leads service transitions or acquisitions new to the center. Develops and implements changes and enhancements as appropriate, collaborating with HR Business Partners, Centers of Expertise, HRIS, IT and vendors to ensure delivery of high levels of service and customer satisfaction.
Facilitates performance tracking, measurement, trends, reporting and analysis of activities performed. Monitors, measures and ensures adherence to established work processes, quality standards and customer service level agreements. Manages issues related to regulatory requirements or financial impacts resulting from processing or scheduling of work. Monitors, coaches and assesses customer service and/or transaction processing skills.
Ensures a positive working relationship within the service center team and with customers by frequently communicating and soliciting feedback and measuring customer satisfaction.
Leads call calibration process and case management meetings to ensure appropriate scheduling, agenda, recording, and documenting of action items, points of clarification, discovery, closure and resolution.
Proactively seeks opportunities to implement innovative and creative methods to help drive a more advanced, efficient and cost effective shared service center process which aligns with organizational goals. Stays up to date on trends and developments, constantly researches and uses best practices of similar and successful organizations as benchmarks.
Performs human resources responsibilities for staff which include interviewing and selection of new employees, promotions, staff development, performance evaluations, compensation changes, resolution of employee concerns, corrective actions, terminations, and overall employee morale.
Manages operating budgets and controls expenditures within approved budget objectives.
Responsible for understanding and adhering to company policies, regulations, and laws applicable to the business.
Knowledge, Skills & Abilities Required

Advanced knowledge of state and federal laws and regulations that influence HR.
Knowledge of HR functions such as compensation, benefits, employee relations and organizational development. Ability to integrate knowledge into design and implementation of integrated service center strategy.
Ability to operate large contact center using contemporary call management and knowledgebase tools.
Proven ability to examine procedures, formulate policy, design new strategies, develop sound proposals and successfully implement programs.
Demonstrated ability to lead/mentor in a team environment where collaboration, motivation and the knowledge transfer process is critical for success.
Ability to work within a fast-paced environment, fostering teamwork across HR functions. Proven ability to meet deadlines, prioritize demands and solve problems creatively.
Exceptional analytical skills, working with large data sets, communicating findings and establishing/tracking program metrics.
Excellent communication skills with ability to interface with all levels of the organization, influence decision makers and set and manage expectations.
Proficiency in Microsoft Office, human capital management software, case management tools and web-based applications.

Physical Requirements and Working Conditions

Exposed to a normal office environment.

This position requires travel so may be exposed to road and weather hazards.

Operates all equipment necessary to perform the job.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

Minimum Requirements:Bachelors Degree in Human Resources or related field.
Requires 8 years of experience in human resources that includes developing, implementing and executing successful operations and technology strategies in a human resources service center. Includes 3 years of management experience in successfully leading and developing several direct reports in the area of human resources policies, procedures, processes and laws and regulations.
Experience with high volume human resources operations supporting 15,000 employees.

Location:Sugar Land, TX 77478 US (Primary)

ABM is an EOE (M/F/Vet/Disability/Gender Identity/Sexual Orientation)

California Consumers Notice http://www.abm.com/californiaprivacy