The leader of the Shared Services Support Center has the opportunity to be responsible for the continued implementation, management, and continuous improvement of the HR shared services strategy. This includes leadership of a team of HR shared services professionals who are responsible for responding to day-to-day inquiries from Black & Veatch professionals and execution of assigned processes. This position will be managing a mobile team, and will have the flexibility to work remotely with on site work and presence as needed.

• Provides vision, leadership, planning, project coordination and management for the HR Support Center.
• Provides direction to the team regarding customer service inquires.
• Oversees the daily workflow of the team; ensures tickets are assigned and handled in accordance with established SLAs.
• Ensures knowledge articles are current; develops Tier-0 resources and knowledge articles.
• Manages overall prioritization of work assignments and management of functional team resources and their activities
• Provides communication to the team regarding HR program and regulatory changes.
• Focuses on development of the team; ensures the team has a strong understanding of assigned processes and company policies. Provides constructive and timely feedback.
• Ensures continuity and successful delivery of functional services to users throughout the organization.
• Fosters and maintains positive relationships with HR peers in order to coordinate division of responsibilities and information that will be handled and distributed via the service center.
• Promotes proactive approaches to solve business needs/problems, while also enhancing the understanding and acceptance of the Human Capital Management system’s capabilities.
• Negotiates priorities and support requirements within HR and supporting partners (e.g. CIO office)
• Establishes and maintains procedures and process documentation to ensure all internal customers are assisted appropriately and in a timely manner.
• Consistently reports metrics and data to key stakeholders
• Leverages data to drive changes within HR Support Center team and influence others

Minimum Qualifications

• Bachelors Degree required in a related field, or related experience in lieu of a degree
• 8+ years’ related experience
• All applicants must be able to complete pre-employment onboarding requirements (if selected) which may include any/all of the following: criminal/civil background check, drug screen, and motor vehicle records search, in compliance with any applicable laws and regulations

Preferred Qualifications

• Progressive HR experience in one or more functional areas. HRIS and Call Center experience preferred
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Thorough understanding of human resource principles, practices, and procedures
• Experienced in service center management and related technologies
• Excellent time management skills with a proven ability to meet deadlines
• Experienced in designing HR administrative processes and documentation
• Strong analytical and problem-solving skills
• Strong supervisory and leadership skills
• Ability to function well in a fast-paced environment
• Proficient with Microsoft Office Suite or related software