Hr Shared Services Manager

Position Overview
Position Summary:
The HR Shared Services Manager, reporting to the Director, HRIS & HR Operations is responsible for managing the HR Shared Services team and ensuring the delivery of high-quality HR/People services and support to Athletico internal customers and employees. The HR Shared Services team is primarily responsible for fielding questions from employees and managers regarding HR policies, HR processes, HR systems, employee benefits, payroll questions, and contact information. This role includes overseeing and leading HR/People operations, employee, and labor relations, managing employee inquiries, developing, and maintaining HR/People policies and procedures, and coordinating with all Athletico HR functions to ensure seamless delivery of HR/People Services.
Essential Duties and Responsibilities:
The below is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organization and the overall business objectives of the organization.

• Lead a high performing HR Shared Services function that drives results through HR policies and procedures.
• Manage team and systems responsible for responding to inbound employee questions received through various channels including email, telephone, and a ticketing management system.
• Drive ongoing improvements through standardizing, automating, creative solutioning, and consolidating processes in support of HR delivery strategy.
• Drive operational performance and service excellence within the HR Shared Service team and monitor team performance against defined SLAs (Service Level Agreement). This includes creating, communicating, and maintaining a Service Level Agreement for customers.
• Collaborate with internal partners (HR, IT, Finance, Legal etc.) to deliver seamless services and execute an HR Shared Services Strategy
• Maintain compliance to internal and external regulatory and control requirements.
• Design, develop, document and maintain HR/People policies and procedures in compliance with legal and regulatory requirements.
• Seek feedback from COEs (Centers of Excellence) and HRBPs to continually identify needs and opportunities.
• Review, analyze and reconcile relevant data to proactively identify controls that need strengthening and track metrics on performance SLAs
• Responsible for proactively identifying recurring issues, evaluating trends, and develops plans to address performance issues through process changes, training, and talent management.
• Handle escalated and/or sensitive requests and issues. This includes addressing escalated requests but also routing elevated requests to other HR functional specialists.
• Develop and maintain HR Service Center Knowledgebase. Partners with functional HR leads to enhance the knowledgebase to ensure accurate and timely employee support.

Qualifications

• A bachelor's degree preferred in Human Resources or related field, or similar experience required.
• 5 years of HR Generalist experience with progressive responsibilities required. 2 years of management/supervisory experience preferred.
• Healthcare industry experience preferred.
• Ability to influence and build positive productive working relationships.
• Exceptional verbal and written communications skills to effectively interact with HR team members, employees, managers, and other stakeholders.
• Strong teamwork and collaboration skills to work effectively with cross functional teams and departments.
• Technology proficiency: familiarity with HR software (ADP, iCIMS, ServiceNow), systems, and tools to manage HR processes and data efficiently.

Language Skills

• Ability to read, write and speak English proficiently.

Athletico provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.