Guardian Life Insurance Company is seeking a highly motivated operational HR leader who has the desire to drive operational performance and service excellence to internal customers, Guardian’s colleagues.  The Head of MyHR Shared Services will manage day-to-day administration of HR service delivery and processes supporting people leaders, colleagues, HR Talent Partners, and HR CoEs.  A problem-solver by nature, the successful candidate will be adept at driving operational excellence, process efficiency, and delivering a positive colleague experience.

MyHR is the central point of contact for Guardian colleagues to access HR solutions and services. We service 60K colleague contacts annually in over 700 categories including but not limited to on/off boarding, Benefits, 401K, Payroll, PTO, Employee Relations, Compliance, Privacy, Compensation, Performance and HR system navigation.  As the leader of HR Shared Services, you will set the direction and culture of the team by managing team goals and performance and creating an inclusive culture that drives colleague engagement and inspires the team to perform at their best.   You will play a significant role in designing the strategy and ongoing service delivery optimization for a full suite a HR services to improve the colleague experience.

You Are

• Passionate about delivering innovative solutions and can understand business goals and recommend new approaches, policies, and procedures to drive process improvement.
• A thought leader and strategist in creating and delivering an operationally sustainable and customer focused “best in class” service experience and service delivery model.
• A charismatic, collaborative leader who can articulate a vision, set direction, and engage and motivate others to achieve outstanding results.
• A strong developer of talent and ability to provide candid open and honest feedback. You lead by example and champion the Guardian values.
• A strategic thinker who can synthesize large amounts of data and translate it into actional insights and programs for improvement.
• Willing and capable to roll up sleeves in a hands-on environment.

You Will

• Manage the success of the day-to-day delivery of HR services through key performance indicators including the management and monitoring of calls and emails, Customer Satisfaction Rating (C-SAT), service level agreements (SLAs) and one stop resolution.
• Lead operational excellence, optimize and scale all aspects of HR employee services with a deep focus on colleague experience and continuous improvement using technology, including AI and RPA, increasing adoption of self-service, driving operational efficiencies.
• Lead a high performing team with a culture of accountability that ensures delivery of timely and quality services that meet key performance metrics.  Develop cross-functional teams.
• Be a transformation champion by designing the strategy and ongoing service delivery optimization for HR Shared Services with a focus on the colleague experience, operational efficiencies, and continuous improvement.   This will be done using end-to-end process redesign methodologies, Human Centered Design and Six Sigma principles to simplify and improve the customer experience and the overall operational effectiveness.
• Build effective partnerships with partners and key stakeholders throughout the organization.
• Be a respected leader, collaborator, partner and solution provider to staff, peers, management, and employees.
• Demonstrate strong focus, energy, and commitment to be a problem solver, solution provider and advocate for doing the right thing for our customers.

You Have

• 10+ years of relevant experience in HR, HR Operations and Service Delivery.
• Industry knowledge of all areas and functions of HR (this includes, but is not limited to, Health and Welfare Benefits, 401K, Payroll, On and off boarding, Payroll, PTO, Employee Relations, Compliance, Privacy, Compensation and Performance.
• 10+ years of experience leading an HR Service Center including managing, motivating, and developing staff, managing SLAs and C-SAT.
• Proven experience in applying service management principles, process design and customer management in a large scale multi-dimensional service environment.
• Experience working with and/or implementing AI and RPA technologies preferred.
• Must demonstrate a passion for, and proven success in, driving continuous process improvement.
• Experience working in an Agile environment. (Lean and Six Sigma training and/or certification is a plus.)
• A functional understanding of industry standard HR technology including HRIS (Workday), and CRM (NeoCase), and telephonic systems (Verint).
• Excellent project management skills including the ability to organize, execute, and plan projects.
• Excellent organizational and oral/written communication skills.
• Proven ability to manage and interpret data with attention to detail and analytical acumen.
• Experience presenting information to stakeholders in a straightforward and meaningful way.
• High proficiency with Microsoft Office Suite
• Expertise in collaborating, managing, communicating, and influencing at all levels within the organization.
• Strong judgement and instincts. Ability to manage escalations to resolution.

Location

• The primary location for this position is Bethlehem, PA with the requirement to be in the Bethlehem office at minimum three days a week and as needed.