The Associate Director (AD), HR Service Center is responsible for managing the daily operations, strategy execution, and leading the resources associated with the HR service center. Assures service center operations and deliverables meet or exceed organizational objectives and service level agreements, follow service center strategies, and integrate as appropriate with other service center functions. Supports the broader HR service delivery model with a focus on customer service and assures alignment with HR “Centers of Expertise” (COEs) and other stakeholders. Maintain the utmost confidentiality in dealing with employee records and business information. Direct and support the work of the entire service center staff in India (team of about 100). As an AD, this role has significant authority regarding personnel and organizational matters (e.g., performance evaluations, increases, bonuses, discipline, and/or promotions).

• Daily, this role will, manage responsibilities, provide leadership, evaluate performance, and drive service expertise and operational rigor for all inquires to the service center (phone calls, emails, chat and case management).
• Ensures call monitoring and data integrity reviews to ensure that production and quality expectations are being met, providing timely feedback and coaching to ensure performance metrics are being met or exceeded; observes employee demeanor, technical accuracy, and conformity to company policies; conducts ongoing observations of program and services
• Assure third party vendors perform according to service level agreements in support of HR service processes. Escalates appropriately to COEs to identify and correct problems and implement fixes.
• Lead call center team performance and measure results to improve effectiveness and efficiency. Encourage continuous learning and work with the director to identify gaps and solutions. Assure support of strategic business & operational direction and seek to drive continuous customer service improvements.
• The Associate Director, HR Service Center is responsible for hiring and training the service center staff. This involves creating job descriptions, screening resumes, conducting interviews, and designing and implementing training programs.
• Lead documentation of HR service processes for the call center. Organize and facilitate ongoing review, development, evaluation/testing, and maintenance of documentation (e.g., Standard Operating Procedures, Work Instructions) to ensure complete, accurate, and up-to-date depiction of processes.
• Lead alignment meetings with US Partners, COEs or HRBPs, as necessary, to capture new topics/inquiries that the Service Center may need to handle and assure that appropriate responses, routing, education, and/or knowledge base information is provided to Service Center staff.
• Proactively plan and lead project, system, and organizational contingencies related to operations and recommend, implement, manage, or support changes under the guidance of senior management. Assure that physical, financial, and people resources are managed effectively.
• Review, analyze, and reconcile relevant data according to established timelines, standards, and procedures.
• Perform audits and validations of Service Center transactions. Examine and verify Service Center related data for accuracy and consistency. Authorize or approve transactions as necessary.
• Handle escalated and/or sensitive requests and issues from Managers or Supervisors. Escalate particularly specialized, difficult, or sensitive matters to the appropriate “Center of Excellence” resource and assure that cases are updated, maintained, and resolved accordingly.
• Provide excellent service to ensure activities provide the intended experience for end users in an efficient and effective manner. Manage tasks of self and team to assure Service Center deadlines are met according to established service levels/targets.

• Bachelor’s degree, candidates with Human Resources, Business, Management, Organization Development, or related field will be preferred.
• Minimum of 10+ years’ functional experience in a shared service center environment required; preferably for large multi-state and/or multi-national companies as an HR shared services supervisor.
• Experience leading and mentoring a team and helping to foster/create a “great place to work.”
• Experience delivering strong operational rigor in a fast paced, high volume environment required.
• Experience delivering and improving HR processes to maximize efficiency & deliver quality services.
• Experience with an ERP system preferred (Workday preferred). Experience with Microsoft tools and applications required.
• Experience and understanding of enabling technologies (e.g., case management, self service, knowledge) and how they work within a customer service business environment. ServiceNow experience preferred.
• Strong communication and interpersonal skills to build effective relationships with Tier2/Tier3 & Functional COE’s.
• Customer service centric mind set, placing the user at the heart of the solution.
• Well-versed with Service Level Agreements & quality calibrations.
• Able to multi-task and respond quickly and effectively to the challenges faced.