HR Services Lead: Case Management & Team Ops

GENERAL PURPOSE Reporting to the Director of HR Services, this role is responsible for leading and coordinating the daily administration of HR case management and team operations. The position ensures the efficient, timely, and compliant delivery of HR LOA services in alignment with company policies and regulatory requirements. This role collaborates closely with cross-functional HR teams, vendors, and operational partners to drive service excellence and continuous improvement. ESSENTIAL FUNCTIONS • Manage all staff by supporting day-to-day operations to include: Monitoring case load, audits to ensure quality and accuracy, real time administration, prioritizing and problem solving. • Inspire and motivate direct reports daily through high case count and critical incidents. • Establish and maintain consistent and productive routines around recognition, ongoing learning / development, recruitment, communication, process improvement, and progress toward annual goals. • Use of analytics to coach team and influence outcomes. • Provide consistent and meaningful feedback and training for direct reports to include use of company sponsored development programs, Focal Reviews, recognition and accountability for underperformance. • Demonstrates urgency in researching escalated issues and partnering with clients with timely outcomes. • Ensures timely and accurate delivery of key processes; keep process documentation up to date. • Proactively works with key partners to inform, collaborate, problem solve and meet service level expectations. • Actively solicits feedback from clients to validate service levels and process improve. • Consults and makes recommendations for process improvement to the HR Leadership team regarding trends, efficiencies, and operational issues. • Makes recommendations to manager and occasionally makes decisions regarding hiring, performance and disciplinary action of Associates. • Participates in group projects and other duties as assigned. ESSENTIAL FUNCTIONS (cont.) COMPETENCIES Building Effective Teams Developing Talent Collaboration Leading by Example Communicates Effectively Ensures Accountability & Execution Manages Conflict Business Acumen Plans, Aligns & Prioritizes Organizational Agility Technical Competence/Expertise Drives Results Managing & Measuring Work Customer Service Decision Making Solution based Problem Solving QUALIFICATIONS & SPECIAL SKILLS REQUIRED 2-3 years Human Resources experience (specialist experience may be necessary) 1-2 years’ experience of directly supervising employees Ability to spot trends through use of data and effectively articulate suggestions to process improve Proficient in Outlook, Excel, Word and PowerPoint, Case Management systems Highly organized with ability to plan and prioritize in fast paced environment with high case count and frequent exposure to critical incidents EDUCATION / CERTIFICATIONS Bachelor's Degree in Human Resources Management or related business degree preferred PHYSICAL REQUIREMENTS Job requires ability to work in an office environment, primarily on a computer Requires sitting, standing, walking, hearing, talking on the telephone, attending in-person meetings, typing, and working with paper/files, etc Consistent timeliness and regular attendance Vision requirements: Ability to see information in print and/or electronically This position may be performed remotely anywhere within the United States except it cannot be performed in the State of Colorado and New York City SUPERVISORY RESPONSIBILITIES HR Coordinators HR Representatives and Sr. HR Representatives HR Specialists and Sr. HR Specialists #J-18808-Ljbffr