Supervisor, HR Service Operations

The Supervisor, HR Service Operations is responsible for providing centralized human resource services - AskHR - across all FlightSafety entities and business units. This role ensures HR-related employee inquiries are actioned within established service level agreements (SLAs) and responsed to in an effective, efficient, secure and professional manner. This includes the development, implementation, management and maturation of HR service resource tools including but not limited to knowldege base guides, response templates, escalation paths and quality reviews. This position will supervise a centralized team of HR shared services advisors who serve as the first point-of-contact for enterprise HR service inquiries.

• Ensures efficiency of a centralized human resource service operation spanning payroll, benefits, and other HR transactions
• Collaborates closely with counterpart HR business partners and HR Centers of Excellence to streamline employee services and HR technology transactions
• Provides department supervision, process development, and human capital management system support including, but not limited to:
  • Answering central HR employee inquiries
  • Processing of manager and employee transactions within human capital management system;
  • Ensuring compliance with internal policies and procedures;
  • Performing scheduled activities; and
  • Recommending solutions or alternate methods to meet business objectives.
• Partners in the definition and development of standardized system processes, SLA commitments, and internal knowledge guides to ensure consistent and timely feedback to employee inquiries
• Partners in the development of internal customer service metrics and dashboard to analyze SLA metrics, inquiry volume, inquiry type, and other relevant trends
• Initiates regular and ad-hoc reviews to ensure data integrity and consistency of practice
• Lead key reporting and analytics projects required by HR team and leadership engaging data source owners and delivering against expectations
• Identify opportunities for improvement to enhance the effectiveness of processes, systems, and reports using data-driven recommendations
• Ensures data integrity by conducting recurring and ad-hoc system audits
• Provide input into the regular review and prioritization of HR systems configuration initiatives.
• Provides performance expectations, developmental training, and mentoring for a team of HR service representatives
• Travel as required
• May perform other duties as assigned

• Bachelor's degree in related discipline or equivalent experience preferred.

• Seven (7) to ten (10) years' related experience or training
• Strong knowledge of HR, Payroll, and Service Center practices and processes Experience with human capital management systems such as SAP Success Factors, PeopleSoft, Workday, or related HRIS systems
• Experience with case management systems

• Excellent verbal and written communication skills
• Excellent customer service and interpersonal skills
• Demonstrated ability to establish metrics and provide data-driven solutions in a service center structure across a matrixed operating environment
• Proven ability to collaborate across a broad spectrum of key stakeholders and various levels of management in a professional manner
• Ability to adapt to changes rapidly and perform in a fast-paced work environment while managing multiple deadlines, inquiries, and projects simultaneously
• Strong attention to detail, problem-solving, critical thinking, and analytical skills
• Solutions-oriented problem solver with a focus on continuous improvement
• Proven ability to identify, evaluate, and solve problems by applying policies and procedures to a variety of issues
• Ability to influence without formal authority
• Demonstrated ability to maintain a high level of confidentiality and professionalism
• Complies with all company policies and procedures
• Fluency in English
• Advanced proficiency in Microsoft Office suite or related software, in particular Excel, Word, PowerPoint and Outlook
• Other software programs may be required.

The physical demands and work environment described here are representative of those that must be met and/or encountered by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and communicate. The employee may be required to stand; walk; sit.
Specific vision abilities required by this job include the ability to view monitors, technical documents, and reference material.
The noise level in the work environment is usually low to moderate.