Human Resources Service Center Manager

Job Summary

The HR Service Center serves as the first point of contact to provide routine HR Inquiries and transactional services to UGI’s domestic business units.

The HR Service Center Manager supervises staff and oversees day-to-day operations of the HR Service Center and Service Center staff to fully meet needs of its customers, our employees.  This position also maintains accountability for Service Center operational performance against goals and metrics.  This role is responsible for the ongoing development and improvement of Service Center service delivery.  Works with Site HR and Global Product Centers to identify key processes and transactions for integration into Service Center.  This position also responds to escalations via verbal and written communications.  The HR Service Center Manager will create and maintain an environment that promotes exceptional customer service, teamwork, accountability, and continuous improvement.

Duties and Responsibilities

Build and Continue to Refine HR Service Center

• Participates as key member of HR Operations Optimization Project Team in setting strategy and direction for later phase Service Center implementation and Service Center operations.  Prepares and executes appropriate plans for new and improved services or products and ensures that internal customers.  Establish KPIs that measure performance, drive accountability, and foster a great employee experience.  Review business activities and makes recommendations for and/or implements changes in procedures and systems for more effective processing of customer reported service requests.  Continuous assessment of HR Service Center against established SLAs and respond appropriately.

Supervisory Duties 

• Oversee staff (hire, motivate, and discipline); participate in the Employee Services Agent (ESA) recruitment process.  Stay up-to-date on any policy/procedural changes and/or new regulations in order to answer Agent questions.  Work with other departments to maintain consistent Customer Service standards.  Handle customer escalations and customer satisfaction survey inquiries.  

Agent Coaching & Development

• Monitor agent performance via live dashboard, performance reports, and other metrics.  Counsel, coach and identify training opportunities to assist ESAs in meeting their goals.  Provide valuable performance feedback and set goals/expectations with ESAs.  Utilize satisfaction survey data to identify areas of improvement for ESAs.  Write, deliver and manage improvement plans when needed.  Complete regular “side-by-sides” with ESAs to evaluate performance and provide real-time feedback, which will include monthly (or more frequent) meetings as a team or on a one-on-one basis.  Identifies training needs and develops staff in core functional and technical competencies (customer service, conflict resolution, communications, team skills, etc.).

Knowledge Management

• Partner with teams to create and maintain efficient HR Knowledge Base including process documentation and desktop procedures by acting as a facilitator of knowledge management processes, interacting with SMEs to ensure accurate and up-to-date information is in the Knowledge Base.  Develop and maintain appropriate learning materials and trainings for employees and HR to embed use of HR Shared Services in day-to-day practices for all employees. 

Stakeholder Management

• Identify opportunities for improvement and obtains sponsorship from key stakeholders and leaders by using analytics to support recommendations.  Conducts ongoing process audit activities and customer feedback to identify opportunity for improvement.  Establish routines to:
  • Daily monitor cases approaching SLAs.  Contact customers when cases are overdue and explain the reason.
  • Weekly to establish priorities and effectively communicate impact of priorities to relevant stakeholders.
  • Monthly customer, HR, and HR Ops teams cadences to understand service levels, needs, and drive priorities and align expectations.  Including sharing to HR Operations Leadership team and other relevant stakeholder groups operational reports and metrics on performance.

Knowledge, Skills and Abilities

• Ability to independently organize and manage multiple projects, while dealing concurrently with demands from other areas of the company.
• Ability to compile, interpret and communicate research data to make sound conclusions and decisions.
• Strong problem solving and analytical skills to drive root cause analysis and process redesign.
• Strong interpersonal and team-building skills.
• Ability to communicate verbally and in writing.  Must have excellent communication skills, to be able to interface between technical and non-technical personnel and assist in maintaining a high level of understanding between these different groups.

Education and Experience

• Bachelor’s degree in the fields human resources or business administration is preferred.
• Minimum 5 years’ experience in leading Tier 1 team HR Service Center.