Human Resources Shared Services Manager

Join to apply for the Human Resources Shared Services Manager role at Republic Services

3 days ago Be among the first 25 applicants

Join to apply for the Human Resources Shared Services Manager role at Republic Services

The position is based at Republic Service's headquarters in Phoenix, AZ. Candidates not based in the Phoenix metro area will be required to relocate.

POSITION SUMMARY:

The Manager, HR Operations will lead our HR Service Center (HR Central) team and will be responsible for overseeing the delivery of Tier 1 and Tier 1 HR inquiries and services, supporting employees, managers, and HR business partners across the organization providing timely resolutions. This role will involve monitoring trends in cases to identify recurring issues and opportunities for improvement, optimizing processes, and ensuring high-quality service delivery in alignment with organizational goals and priorities.

The Manager, HR Operations will lead and mentor a team responsible for delivering HR shared services, ensuring high quality employee experience and timely support to employees across various HR functions. The incumbent will use key data insights to help develop and lead strategies to update and maintain the HR Service Now case management, portal system and related tools. This role will also serve as a resource for best-in-class Shared Services models and support our execution of a streamlined function to better support our employees.

PRINCIPAL RESPONSIBILITIES:

• Implement and enforce standardized operating procedures (SOPs) within HR Shared services to ensure consistency and compliance.
• Acts as a subject matter expert and point of escalation for team members. Assists with resolving complex or escalated inquiries in the case management tool to manage peak volume levels.
• Regularly analyze data to identify trends and opportunities for standardization, process enhancements and continuous improvement.
• Implement strategies to measure and elevate employee experience and satisfaction within HR Shared services.
• Provide regular and comprehensive report outs to leadership, detailing performance and satisfaction metrics, achievements, and areas of improvement.
• Lead and manage the HR shared services team, including recruitment, training, performance management, and professional development.
• Monitor staff workload, provide guidance, and oversees case management to ensure deadlines and service levels agreements (SLAs) are met, keeping leadership informed on activity and performance issues.
• Develop and implement HR shared services strategies, policies, and procedures to streamline processes, enhance efficiency, and improve service delivery.
• Oversee the delivery of HR services with a focus on employee lifecycle including employee data management, onboarding, offboarding, benefits administration, payroll processing, and HRIS maintenance.
• Ensure compliance with relevant laws, regulations, and company policies in all HR shared services activities.
• Collaborate with HR business partners, department heads, and other stakeholders to understand their needs and align HR shared services initiatives with organizational goals and priorities.
• Develop and maintain strong relationships with internal and external stakeholders, vendors, and partners to support HR shared services objectives and initiatives.
• Stay updated on HR best practices, trends, and technologies to ensure the effectiveness and relevance of HR shared services processes and solutions.
• Manage the development and continuous enhancement of HR knowledge base content, the development of reference documentation, and training to ensure readiness in responding to broad HR subject matter, accurately and consistently.
• Perform other job-related duties as assigned or apparent including projects and initiatives such as system implementation, process optimization and service expansions.

QUALIFICATIONS:

• Strong experience in HR Shared Services, with a focus on employee lifecycle management.
• Proficient in using Service Now for case management and Workday as HR information system.
• Excellent analytical skills with a data driven approach to decision making.
• Customer-focused mindset with a commitment to delivering high-quality HR services and support to internal stakeholders.
• Experience in coordinating with HRIS team and leading various process improvement projects and initiatives within the HR Organization and with cross-functional partners.
• Ability to project plan, monitor and implement projects in timely and cost-effective methods.
• Advanced Microsoft Office Suite knowledge and skills, including Excel complex formulas, MS Project, Visio, Access, PowerPoint.
• Excellent communication and interpersonal skills, with the ability to interact effectively with employees at all levels of the organization.
• Customer-focused mindset with a commitment to delivering high-quality HR services and support to internal stakeholders.
• Highly organized and process oriented with positive team player attitude.

MINIMUM REQUIREMENTS:

• 7 years of progressively…