Lead, HR Operations

Lead, HR Operations The Lead, HR Operations drives the day‑to‑day activities of the HR Operations team to provide a quality service to all Lennar Associates who contact the Shared Service Center with Benefits, Payroll, and other HR inquiries. Responsibilities Supports HR Operations Manager by leading day‑to‑day operations for the team of HR Specialists. Operational oversight and decision‑making: owning daily workflow distribution, prioritizing and reallocating work, resolving complex cases, ensuring service‑level targets are met without direct oversight. Guides and provides new‑hire and continued development training to the team. Manages unresolved inquiries by partnering with COEs, escalating to Manager as needed. Continuous improvement and metrics ownership: monitoring KPIs, identifying trends, recommending process improvements, ensuring adherence to quality standards. Coaches and mentors peers, shares knowledge to develop self‑service. Serves as subject matter expert on HR policies, state and federal laws, company SOPs. Maintains up‑to‑date knowledge of Lennar policies, benefits, payroll and vendor support. Consults with Associates and provides training, accurate responses, and support in problem resolution. Responds to Associate and people‑manager inquiries via live chat, e‑mail, and other formats within defined SLAs and quality measures. Provides sound judgment and resolution on Associate issues using policy, process and relevant employment law. Serves as an HR advocate/Virtual HR Generalist, providing Associates with a form to express concerns and reacting professionally and empathetically. Models service delivery that fosters a Tickled, Delighted, and Happy (TDH) experience outcome. Performs other duties as assigned. Requirements Bachelor’s degree in HR or related discipline preferred. Minimum 2‑3 years supervisory experience, including leading and developing teams, preferably in a shared services or call center environment. Minimum 3‑5 years experience in Human Resources, including concepts and administration of Payroll, Benefits, Compensation, and/or Recruitment. Experience with HRMS software preferred; ServiceNow and Workday experience a plus. Intermediate knowledge and understanding of Federal, State, and Local legislative employment and health care laws and regulations. Proven experience providing an excellent level of customer service. Ability to influence and act based on fast‑paced and perpetually changing environment. Ability to communicate and partner with Associates across all levels of the organization. Ability to maintain confidentiality. Ability to utilize existing resources and locate new resources to assist in resolving complex situations. Ability to lead oneself and others, enable change, and improve processes to deliver results that contribute to the Lennar business strategy. Physical & Office/Site Presence Requirements This is primarily a sedentary office position requiring the incumbent to operate computer equipment, speak, hear, bend, stoop, reach, lift, and move and carry up to 25lbs. Finger dexterity is necessary. Equal Opportunity Statement Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. #J-18808-Ljbffr