HR Shared Services Manager

Manages and develops a team of associates to ensure the efficient operation of their respective HR Shared Service Center pod including superior customer service and quick resolution of issues for all associates. Develops, implements, and monitors efficient methods to administer and deliver HR support services to the company through the HR Service Center. Ensures the equitable administration, according to Federal and State law, of all company-sponsored plans. Resolves complex HR issues based on their pod alignment.

HR Shared Services Transaction Execution

• Process routine transactions aligned to the pod the associate is anchored to support (e.g. associate inquiries, associate movement, separations, 1-9 verification)
• Performs accurate and timely processing of HR transactions in HCM system
• Interacts closely with Payroll and Compensation to ensure proper dataflow and execution.
• Address and resolve complex issues escalated by HR Shared Services associates

Team Performance Management

• Leads delivery and administration of Human Resources policies and procedures with a focus on delivery accuracy.
• Oversees Human Resource Administration for store/regions, D.C.'s and Home Office providing technical guidance to associates on issues
• Analyzes and recommends system/department improvements as required.
• Use key metrics to evaluate the performance of service center associates to identify the need for special training
• Assign and delegate work tasks to service center associates according to effectively address customer demand
• Identify trends, determine root causes and opportunities for improvement.
• Continuously collaborate with direct pod leader & other managers to understand best-practices and create efficiencies across the team
• Work with the HRIS to design and implement solutions for the resolution of technical problems.
• Lead team meetings and give presentations to HR Shared Services leaders

Team Leadership and Development

• Hire, onboard, and train service center associates to deliver high standard customer service for their respective pod
• Trains, develops and counsels H.R. Service Center associates with the goal of creating depth of talent within the department
• Coach service center associates through challenging customer service issues
• Conduct performance reviews, capacity planning, and identify technology improvement opportunities and determine action plans for improved operations.

Complex Case and Issue Management

• Leads Specialists providing deep expertise in solving complex problems
• Manage issues with collective bargaining agreements
• Ensures that the Leave of Absence process is equitable, efficient and compliant with a wide variety of federal and state laws.
• Handles final pay/no pay decisions for all short-term disability claims based on available medical criteria.
• Ensures all non-medical leaves are processed according to Company policy.
• Responsible for legal compliance of FMLA administration
• Other duties as assigned

Who We Are Looking For: You.

• Minimum 4 years of HR Shared Services or other operational experience
• Mastery of HR process areas/services within the pod supported
• Knowledge of legal and regulatory requirements by region, state, and population groups supported
• Adept at courteously interacting with customers and ensuring their requirements are met
• Strong written and verbal communication and presentation skills
• Excellent interpersonal, problem-solving and leadership skills
• Ability to stay calm in stressful situations and meet SLAs
• Ability to prioritize work based on internal and external deadlines
• Ability to remain flexible and pivot based on business needs
• Understanding of HR workflows design in TJX systems
• Understanding of navigating ServiceNow case and knowledge workflows
• Ability to maintain confidentiality and apply privacy requirements
• Proficient in Microsoft Office (specifically Excel, Word, and Outlook)