"Manages the overall running of the Service Center. Provides leadership, direction and prioritization for all services provided in the Service Center"
"Works with customer groups to recommend, negotiate, implement, and measure against service level objectives and measurement targets
Ensures that all functions meet established targets through continuous evaluation, quality assurance and focused improvement efforts
Manages the finances of the Service Center
Identifies way to meet changing organizational needs
Ensures effective integration with other parts of the business"
"Ideally 10 to 20 years Human Resources or Shared Services experience in a large organization
A bachelor's or master's degree in human resources , or masters in business
Experience in developing and evolving an organization that interfaces with employees, vendors, HR business owners, and technology
Executive level competencies, specifically leadership, communications, partnerships, process and change management
Strong negotiation skills, team development, and interpersonal skills
Experience in HR Service Center/Call Center Operations, HR business process improvement and redesign, and operational management is desirable"
"Role Specific Competencies"
Knowledge in Area of Expertise
Demonstrates understanding of subject matter of own area; designs programs and/or policies by applying knowledge of subject matter
Influence organizational decision-making
Proficient in using systems in own area; seen as resource to teach others about systems
Identifies needed modifications to the system; able to make recommendations that would improve the system for the entire department
Understands the impact of new technology on people "
Provide policy and procedure information and assist in resolving issues in a clear and courteous manner
Increased customer satisfaction
Increased first call resolution
Decreased average time to answer calls/average rings to answer
Average talk time
Decreased response time for information request and processing
Increased perception of consistent and equitable treatment of all employees"