The HR Generalist Sr. Specialist is responsible for leading a team of HR professional employees in a service center/HR shared-services model. This position leads all aspects of service delivery and provides information, mentorship, and direction to the team.

• Manage a team of 8-10 HR professionals; ensuring transactions are completed, timely and accurate
• Perform workload management through ticket prioritization and reassignment
• Assess calls and performs quality assurance checks on transactions
• Review investigation case notes and agency charge documentation to ensure quality and completeness
• Perform review of all B hotline calls prior to case closure to maintain compliance with an investigation plan
• Provide customer support to Field HR, managers, and employees to ensure escalated issues are addressed and resolved
• Develop, assess, and report metrics in order to identify trends
• Manage and achieve service level agreements (SLAs); work with team to adjust performance as needed
• Finds opportunities for process or system improvement and partner with Quality Manager to implement changes
• Oversee scheduling to ensure sufficient coverage
• Train, mentor, develop and provide performance feedback to team
• Run special projects and ensure project goals and regular progress updates are communicated to all stakeholders
• Conduct highly sensitive investigations and prepare relevant documentation
• Develop position statements in response to local, state or federal labor complaints, charges, audits and other legal matters as needed

• 8+ years of experience as an HR Generalist and/or Employee Relations Specialist and a minimum of 3 years of management experience
• Prior experience in an HR shared services model strongly preferred
• HR certification is preferred
• Bachelor?s degree in HR related field or equivalent experience is required
• Collaborative decision-making skills and ability to work cooperatively with others both within the HR COE and with other COEs throughout the organization.
• Experience and knowledge in one-on-one coaching and group conflict resolution, effective negotiation, and conducting internal investigations
• Proven leadership and experience managing effective relationships and communicating with management at all levels