The Manager HR Services Center will Manage the internal team that handles all HR Processes and issues, along with the external team that handles the outsourced pieces of the service. Manage the growth and maturity of its service delivery functions.

• Fully collaborate to act on cross functional synergies driving overall value to NiSource through partnering with Business Units, functions and the vendor partner company.
• Manages the HRSS and the HR Delivery Teams, including all email, phone, and third-party groups.
• Manages relationships across customers, business units/functions and vendors to coordinate HRSS’s function activities
• Responsible for the operations and successful delivery of services against defined statements of work (SOW), Service Level Agreements (SLA) and Key Performance Indicators KPI’s with Third Party Vendor
• Leverage end to end business process expertise, cross functional partnerships, and the vendor partner company to deliver HRSS’s functional services, improving end to end business results
• Monitor, control, and support service delivery, ensuring systems, methodologies and procedures are in place and followed, cases of non-compliance by third party vendors are tracked, reported and deducted as need from the cost of service.
• Manage internal and third-party service review meetings covering performance, service improvements, quality and processes, examining the content and categorization of reports across the organization and specifically within each service partner’s domain.
• Identifies opportunities for process improvements and supports efforts to communicate and implement them.
• Manage projects, identify, and fix any reliability issues, track service metrics, and manage the teams responsible for getting services delivered to clients.
• Manage and develop and maintain relationships with internal support teams and external suppliers to determine and remediate root causes of issues.
• Liaison for all internal key business partners throughout identification and resolution of resolution of any service defects with in HR(all outsourced areas)
• Manage the current vendors for all HR Service Center services
• Manage any level 3 issues that arise from the third-party service provider, or internal Business Partners, research and respond timely.
• Manages the Sox Controls assigned to Third Party service provider and approves all testing for HRSS.
• Manage projects that fall connect with HRSS with projects that include Business Services as needed, such as Reorgs, upgrades, LMS projects etc.
• Back up other positions such as Designated Employee Representative (DER) for Drug and Alcohol, Payroll Manager, and other Consultant Roles. as needed, for absences planned and unplanned.

Required Qualifications For Position

• Bachelor’s Degree or equivalent experience
• 1-3 years 3-5 yrs. HR or HR Service Center experience
• Previous experience in vendor management and data analytics
• Knowledge of root cause analysis methodologies and experience with service-oriented frameworks
• Excellent communication and interpersonal skills.
• Comfortable communicating in person and via phone with peers, management, contractors, and vendors.
• Excellent client service skills in a demanding, deadline-driven environment.
• Strong analytical and decision-making skills.
• Ability to maintain composure and customer focus while troubleshooting and solving technical issues.

Preferred Additional Qualifications For Position

• Master’s Degree
• 1-3 years 1-2 years leading people