Lead HR Shared Services Specialist

Description

Summary:

Summary

The Lead, HR Shared Services (HR SS) Specialist oversees the daily operations of the HR Shared Services team, ensuring high quality, timely, and accurate HR administrative support across the organization. This role provides leadership and guidance to HR SS Specialists, manages workload distribution, and serves as an escalation point for complex inquiries. The Lead, HR SS Specialist is responsible for Tier 2 HR support, driving process improvements and consistency, and ensuring compliance with policies and regulations. The Lead, HR SS Specialist also partners closely with HR leaders, HR Business Partners, HRIS and Centers of Excellence to ensure efficient execution of HR programs and procedures.

Responsibilities:

Team Leadership & Oversight

• Provide guidance, coaching, and training to HR Shared Services Specialists.
• Manage day-to-day scheduling and coverage of the HR SS team members.
• Foster a collaborative and customer-focused team environment.
• Work closely with the Director, HR SharedServicesand Portfolio Management to align team priorities with organizational goals.
• Assistwith onboardingof HR SS team members.
• Provide feedback toleaderon teammembers for talent and performance management activities.
  
  

Service Delivery & Escalation

• Oversee Tier 1 HR support operations for routine inquiries.
• Provide Tier 2 HR support for complex issues requiring advanced knowledge or coordination with subject matter experts.
• Monitor daily workflows, ticket queues and Service Level Agreements (SLAs) to ensure timely and accurate resolution.
• Act as an escalation point for unresolved or sensitive matters. Partner with the departmental leader for awareness and support.
• Ensure consistent application of HR policies/procedures and consistent professional, customer-focused responses across the team.
  
  

Process & Compliance Management

• Maintain and improve HR processes related to employee lifecycle, HRIS data integrity, benefits administration, and compliance.
• Ensure adherence to labor laws and internal policies.
• Oversee audits, reconciliations, and reporting requirements.
  
  

Continuous Improvement

• Identify opportunities for process optimization and automation.
• Lead or participate in HR projects and initiatives to enhance service delivery.
• Maintain and update SOPs, knowledgebase content, and training materials.
  
  

Other information:

COMPETENCIES

• Creating a Service Reputation
• Leading Teams
• Inspiring Others
• Execution
• Coaching & Developing Others
• Planning & Organizing
  
  

Skills

• Knowledge of HR processes and compliance requirements.
• Strong leadership and team coordination skills.
• Strong customer service orientation and ability to communicate clearly and professionally.
• High attention to detail and work quality with excellent organizational and data entry skills.
• High level of interpersonal skills to handle sensitive and confidential information, documentation and situations.
• Demonstrate strong teamwork skills by collaborating effectively with others while consistently maintaining a positive mindset.
• Demonstrate adaptability and critical thinking skills to assess complex situations to apply sound judgement and adjust priorities.
• Ability to manage multiple tasks, prioritize effectively and meet deadlines in a fast-paced environment.
• Proficient in Word, Excel, and Outlook (MS Office Suite).
  
  

Education/Experience

• 3 years of Human Resources administration and support experience preferred, including experience working in a centralized or shared services HR model.
• Experience with HRIS systems and ticketing/service support platforms.
• Associate’s degree or higher in Human Resources, Business Administration, Hospitality, or related field preferred.
• Previous experience leading or mentoring team members preferred.
• Hospitality experience a plus.
• Certification in Human Resources Management (SHRM-CP, PHR) preferred.