Supervisor, HR Shared Services Center

Overview

The Tier 1 team within the HR SSC is responsible for responding to general HR calls and cases from across the enterprise. In the past 12 months, this accounts for over 16,000 cases and nearly 10,000 calls. Tier 1's business hours are 8:30am - 5:00pm ET.
To supervise, plan, and administer functions and operations of the HR Shared Services Center (HR SSC) across multiple locations. Ensure that the HR SSC provides optimal service to employees via direct collaboration with HR's Centers of Excellence (COE) and HR Business Partners. Ensure that day-to-day work is completed accurately and on time using established policies and procedures that support the shared services model of providing advice, guidance, and service to employees and all levels of management.

Responsibilities

• Supervise the operations of the HR SSC Tier 1 team to efficiently achieve short term goals and objectives; responsibilities include delivery of a wide variety of HR services to prospective, current, and former employees across the enterprise.
• Monitor communication channels to ensure service quality and effectiveness
• Establish a positive work environment, open communication, and accountability; resolve technical or resource issues
• Serve as a point of contact to respond to escalated inquiries from staff and management
• Analyze work quality, work methods, processes, procedures, production standards, and metrics
• Collect and maintain data for analysis and reports; identify trends and make recommendations
• Identify operational areas of improvement, initiate new approaches, make recommendations to management, and implement solutions to improve efficiency of operations, standards and results
• Build partnerships and promote cross functional collaboration with other business units to analyze and improve procedures and resolve problems
• Complete state and federal agency reporting requirements at appropriate intervals
• Ensure compliance with all federal, state, local laws and regulations, and Navy Federal policies and procedures
• Perform supervisory/managerial responsibilities
  o Ensure adequate/skilled staffing; select employees
  o Establish performance goals and priorities
  o Prepare, conduct, and review performance appraisals
  o Develop, mentor and counsel staff
  o Provide input and/or prepare budget requirements for Annual Financial Plan (AFP)
  o Ensure section/branch goals and objectives align with division/department strategy
  o Ensure efficiency of operations
• Perform other duties as assigned

Qualifications

• Experience with customer service operations to include understanding of effective customer service philosophy
• Effective ability to analyze statistical data and organizational needs to recommend action or change in procedures
• Experience operating in a lead or supervisory role, preferably for an HR function
• Experience in managing multiple priorities independently and/or in a team environment to achieve goals
• Working knowledge of expense tracking, budget preparation and administration* Advanced skill maintaining accuracy with attention to detail and meeting deadlines
• Effective skill interacting with staff, management, vendors, and members diplomatically and tactfully
• Advanced skill exercising initiative and using good judgment to make sound decisions
• Advanced interpersonal, verbal, and written communication skills, including public speaking
• Effective word processing and spreadsheet software skills
• Solid organizational, planning and time management skills
• Bachelor's degree in Human Resources Management, Business or related field, or the equivalent combination of experience, education, and training

Desired Qualifications

• Working knowledge of banking/financial industry trends, products, and services
• Advanced knowledge of Navy Federal Human Resources policies, procedures, and programs

Hours: Monday - Friday, 8:30AM - 5:00PM EST

Locations: 820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Drive, Pensacola, FL 32526 | 141 Security Drive, Winchester, VA 22602

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