What are the responsibilities and job description for the HR Service Center Compliance Manager position at WM?
I. Job Summary
As WM accelerates its HR transformation to sustain market leadership, the HR Service Center Manager, Compliance serves as a key leader in advancing Tier 2 governance, strengthening operational discipline, and elevating the overall service experience. This role is accountable for ensuring compliance‑related work is delivered with precision, consistency, and integrity, in alignment with internal policy, regulatory obligations, and defined service standards—while reinforcing a culture of empathy, accountability, and ownership. In close partnership with Payroll, HR Business Partners, Legal, Compensation, and enterprise HR Operations, the Manager drives standardization, escalation resolution, control effectiveness, and continuous improvement across compliance services.
II. Duties and Responsibilities
- Oversee Tier 2 support for wage and hour matters, including review and resolution of pay-related inquiries and escalations
- Manage prevailing wage operational support, including coordination of required data, documentation, and process adherence
- Lead governance and oversight for timekeeping administration, edits, approvals, and issue resolution in partnership with Payroll and operational stakeholders
- Monitor compliance-related cases of trends, recurring risks, and breakdowns in process execution
- Manage workload distribution, escalations, service levels, and quality of work across compliance-related processes
- Provide coaching, direction, and performance management for team members supporting complex casework
- Ensure a high standard of customer service while balancing risk mitigation, control, and policy adherence
- Collaborate with Legal and Employee Relations on higher-risk or sensitive compliance matters
- Work with HRBPs and business leaders to resolve escalated issues requiring operational and policy expertise
- Drive HR compliance, regulatory frameworks, and data privacy practices (e.g., GDPR, HIPAA)
- Support alignment across Tier 1, Tier 2, and partner teams to ensure clear routing and appropriate escalation of work
- Contribute to the broader HR Service Center operating model, governance routines, and performance reporting
- Provide expertise and knowledge of wage and hour practices, timekeeping processes, employment verification, and HR operational controls
- Support ServiceNow, Oracle HCM, UKG, or other HR case management and timekeeping systems
- Other ancillary duties may be assigned.
III. Qualifications
A. Education and Experience
- Bachelor's Degree (accredited) in business, human resources, or related discipline
- High School Diploma or G.E.D (accredited) and four years of relevant experience
- 5 years of related experience (in addition to education requirement)
B. Preferred Qualifications
- Lean Six Sigma body of knowledge
- Certified Customer Service Professional (CCSP)
- Expertise in process improvement methodologies such as Lean, Six Sigma, or Business Process Reengineering (BPR).
- Strong understanding of HR operating models, shared services, and service delivery frameworks.
- Strong data analysis skills with the ability to interpret trends, identify root causes, and support data-driven decision-making (Excel, Power BI, or similar tools).
- Strong skills in service culture transformation, team development, and change management.
- Excellent communication, collaboration, and stakeholder management abilities.
IV. Supervisory Responsibilities
- Directly manages a team of HR Service Associates
V. Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
Frequently: Repetitive Motions, Eye/Hand/Foot Coordination
Constantly: Sitting, Talking, Hearing
Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.
Designation: Hybrid Mode – Houston, TX
Benefits
At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short-Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
If this sounds like the opportunity that you have been looking for, please click “Apply.”
As WM accelerates its HR transformation to sustain market leadership, the HR Service Center Manager, Compliance serves as a key leader in advancing Tier 2 governance, strengthening operational discipline, and elevating the overall service experience. This role is accountable for ensuring compliance‑related work is delivered with precision, consistency, and integrity, in alignment with internal policy, regulatory obligations, and defined service standards—while reinforcing a culture of empathy, accountability, and ownership. In close partnership with Payroll, HR Business Partners, Legal, Compensation, and enterprise HR Operations, the Manager drives standardization, escalation resolution, control effectiveness, and continuous improvement across compliance services.
II. Duties and Responsibilities
- Oversee Tier 2 support for wage and hour matters, including review and resolution of pay-related inquiries and escalations
- Manage prevailing wage operational support, including coordination of required data, documentation, and process adherence
- Lead governance and oversight for timekeeping administration, edits, approvals, and issue resolution in partnership with Payroll and operational stakeholders
- Monitor compliance-related cases of trends, recurring risks, and breakdowns in process execution
- Manage workload distribution, escalations, service levels, and quality of work across compliance-related processes
- Provide coaching, direction, and performance management for team members supporting complex casework
- Ensure a high standard of customer service while balancing risk mitigation, control, and policy adherence
- Collaborate with Legal and Employee Relations on higher-risk or sensitive compliance matters
- Work with HRBPs and business leaders to resolve escalated issues requiring operational and policy expertise
- Drive HR compliance, regulatory frameworks, and data privacy practices (e.g., GDPR, HIPAA)
- Support alignment across Tier 1, Tier 2, and partner teams to ensure clear routing and appropriate escalation of work
- Contribute to the broader HR Service Center operating model, governance routines, and performance reporting
- Provide expertise and knowledge of wage and hour practices, timekeeping processes, employment verification, and HR operational controls
- Support ServiceNow, Oracle HCM, UKG, or other HR case management and timekeeping systems
- Other ancillary duties may be assigned.
III. Qualifications
A. Education and Experience
- Bachelor's Degree (accredited) in business, human resources, or related discipline
- High School Diploma or G.E.D (accredited) and four years of relevant experience
- 5 years of related experience (in addition to education requirement)
B. Preferred Qualifications
- Lean Six Sigma body of knowledge
- Certified Customer Service Professional (CCSP)
- Expertise in process improvement methodologies such as Lean, Six Sigma, or Business Process Reengineering (BPR).
- Strong understanding of HR operating models, shared services, and service delivery frameworks.
- Strong data analysis skills with the ability to interpret trends, identify root causes, and support data-driven decision-making (Excel, Power BI, or similar tools).
- Strong skills in service culture transformation, team development, and change management.
- Excellent communication, collaboration, and stakeholder management abilities.
IV. Supervisory Responsibilities
- Directly manages a team of HR Service Associates
V. Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
Frequently: Repetitive Motions, Eye/Hand/Foot Coordination
Constantly: Sitting, Talking, Hearing
Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.
Designation: Hybrid Mode – Houston, TX
Benefits
At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short-Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
If this sounds like the opportunity that you have been looking for, please click “Apply.”