The Human Resources Service Center Manager will partner with the Director and HR leadership to
develop and execute a long-term strategy to manage the work and the Service Center team as NFI’s
needs evolve. This position oversees a team (remote and in-person) that is responsible for ensuring the
integrity of the data going into the HCM system and providing answers to employees on a myriad of
topics (policies, payroll, benefits, etc.). This role works closely with Communications, external vendors,
HR teams and business leaders to ensure that we are providing superior customer service and consistent
messaging to our employees. This position requires sound judgment, excellent analytical abilities, and
the ability to adapt the work of the team as the business grows. Reporting to the Director of Benefit
Services, this role will be key to driving efficiencies in the processing of changes related to the employee
life cycle.

Essential Duties & Responsibilities:
● Provides leadership and direction for the Service Center team and provides support to solve
problems, remove obstacles, or escalate questions or concerns to appropriate subject matter experts
● Establish and maintain key performance indicators to measure the operational performance of
the Service Center and make data-informed adjustments to the operations
● Align Service Center objectives with the needs of the broader HR team and organizational
strategic goals
● Lead the team in process improvement/efficiency projects and drive the team to consistently
exceed expectations
● Optimize the case management platform (currently through UKG) and experience to
continuously improve HR processes, workflow automation, and drive real-time support through self-
service resources
● Own the creation, documentation, and management of the employee lifecycle processes
including new hire processing, I9 compliance, employment verifications, bonus and referral processing,
organizational changes, and maintenance of employee records

● Continuously improve the quality of HR data and processes to ensure meaningful and
trustworthy business metrics and a positive employee experience
● Collaborate with key partners, including HRIS, to ensure appropriate internal controls and
relevant internal audits are in place
● Developing and implementing training programs ensuring representatives have excellent
customer service skills, system knowledge and HR policy/benefits/payroll knowledge
● Understanding, encouraging, and complying with all human resource and corporate policies and
procedures; educate the business and HR Ops on standard processes and internal control policies as
needed
● Responsible for assembling project plans and teamwork assignments, directing and monitoring
work efforts of the project team on a daily basis
● Partner with HR SMEs to develop escalation processes and to remove obstacles that arise for
HRSC team members
● Hire, onboard, and ensure HRSC team members receive appropriate training on core
responsibilities include meeting service expectations
● Display strong leadership skills, recognizing team member accomplishments and positive
behaviors, addressing issues and coaching for development, sharing HR and business updates as needed
● Prepare reports and presentations for senior leaders to showcase the operations related to the
HRSC
● Lead and/or support other HR operations/data driven projects and activities
● Performs additional duties as assigned

Requirements:
● Bachelor’s degree, preferably in HR, or equivalent experience
● Five or more years of progressive human resources experience, with experience in an HR Shared
Service Center environment and knowledge of case and call management solutions
● Excellent project management experience and ability to focus on several projects
simultaneously
● Ability to select, manage, develop and retain a high performing service center team in an
environment that values diversity
● Strong communication, problem-solving and conflict resolution skills 
● Ensure compliance to all federal, state and local laws with regard to HR/employment related
topics

● Experience with continuous improvement tools and techniques (Lean Six Sigma, etc.)
● HRIS experience, experience with UKG is preferred

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