The Senior Manager of HR Services will partner with the Director of HR Services to execute and enhance Otsuka’s service delivery model to support the business in all HR-related processes. This individual will oversee daily HR operations, manage leave of absence administration, and address escalated requests. This role requires strong leadership skills, the ability to build relationships with key stakeholders, and a proactive approach to optimizing HR processes. The Manager will also work closely with an outsourced HR partner to ensure seamless service delivery.

Manage Daily HR Operations:

• Oversee and manage the day-to-day HR operations to ensure efficient and effective service delivery.
• Develop and implement training and guidance to outsourced vendor for current, new, and proposed processes. Monitor service delivery to ensure adherence to guidance.
• Manage the HR service center, including handling tier 1 and 2 level questions and administrative tasks. Ensure a high level of customer service and support to employees and managers.
• Ensure HR activities align with organizational goals and compliance requirements. Support team in prioritizing requests based upon business need.

Leave of Absence Administration:

• Manage the leave of absence administration in collaboration with the team and outsourced vendor.
• Ensure compliance with all leave policies and regulations.
• Ergonomic and accommodation process partnering with appropriate stakeholders.

Address Escalated Requests:

• Handle escalated HR requests and issues, providing timely and effective resolutions.
• Serve as a point of contact for complex HR inquiries and challenges.

Process Monitoring

• Regularly review and monitor aging HR cases.
• Develop and implement action plans to address and resolve outstanding cases promptly.
• Monitor HR processes to ensure they are efficient, compliant, and aligned with best practices. Identify areas for optimization and implement changes to enhance HR operations.

Provide Guidance to Team Members:

• Offer guidance, support, and training to HR team members.
• Foster a collaborative and productive team environment.

Build Relationships with Key Stakeholders:

• Establish and maintain strong relationships with key stakeholders across the organization.
• Act as a liaison between the HR department and other departments to ensure alignment and support.

Manage HR Outsourced Partner:

• Oversee the relationship with the HR outsourced partner to ensure high-quality service delivery.
• Partner with vendors and ensure service delivery and accountability of the services provided to the team. Maintain open lines of communication with HR Service Vendor, while having to communicate complicated and unpopular feedback when necessary if actions from the team do not support our overall service model and employee experience.

HR Process Optimization:

• Identify service delivery opportunities to mitigate challenges in providing seamless service delivery to the business.
• Provide input and perspective for optimizing HR processes and procedures, collaborating with the business and cross-function HR partners.

Knowledge/ Experience and Skills:

• Minimum of 5 years of experience in an operations or related area required. HR operations, including leave of absence administration and service center management strongly preferred.
• Strong knowledge of HR policies, regulations, and best practices.
• Proficient in HRIS and other HR software tools.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proven leadership and team management abilities.
• Ability to work independently and handle multiple priorities in a fast-paced environment.
• Experience in lean process, process improvement, implementation of enabling technologies

Otsuka is an equal opportunity employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to their protected veteran or disabled status, or any protected status.

Educational Qualifications

• 7+ years of relevant experience in the HR field and a BS degree, preferably with an emphasis in HR or Business

Competencies

• Accountability for Results – Stay focused on key strategic objectives, be accountable for high standards of performance, and take an active role in leading change.
• Strategic Thinking & Problem Solving – Make decisions considering the long-term impact to customers, patients, employees, and the business.
• Patient & Customer Centricity – Maintain an ongoing focus on the needs of our customers and/or key stakeholders.
• Impactful Communication – Communicate with logic, clarity, and respect. Influence at all levels to achieve the best results for Otsuka.
• Respectful Collaboration – Seek and value others’ perspectives and strive for diverse partnerships to enhance work toward common goals.
• Empowered Development – Play an active role in professional development as a business imperative.