Manager, HR Services

Role Overview

• Serves customers by implementing call center strategies and operations, improving systems, communications and processes; supports operational continuity, as needed
• Owns and advances the service center quality program, with accountability for standards, alignment, and continuous improvement; drives a culture of service excellence through leadership, mentoring, and coaching, and through ongoing staff development initiatives that enhance employee engagement, service delivery, knowledge, skills, and morale.
• Leads service effectiveness and improvement initiatives, combining data driven resource planning and performance management with focused efforts to elevate customer experience, quality, recruiting, coaching, and training.
• Identifies and implements performance metrics and KPIs related to inquiry support and team success measures.
• Performs complex analysis of production, productivity, quality, and customer-service standards; provides recommendations to leadership pertaining to organizational strategic plans and reviews. Develops proposals to enhance customer experience.
• Ensures the AskHR self-service experience on the ServiceNow platform is up to date and delivers high-quality content, including maintaining accurate documentation and effective communications while continuously improving employee experience.
• Demonstrates strong working knowledge of ServiceNow and Five9 as service management and documentation platform, leveraging data, reporting, and workflow insights to inform decision-making; partners closely with IT to ensure the system effectively supports documentation, reporting, and service delivery needs.
• Designs, implements, and continuously improves service delivery process to ensure high-quality, consistent experiences while meeting service level commitments and leverages data, automation, and proven technology to drive efficiency and performance outcomes.
• Partners with Leadership to execute a plan(s) for human resources services in alignment with management and the HR Business Partners core values as adopted by the broader HR team.
• Collaborates with IT & other stakeholders to evaluate current state of service center technologies and identify opportunities for improvement, including the implementation and expansion of AI, automation, and digital solutions; defines user requirements and establishes technical specifications.

Requirements

• 5+ years’ experience in Client Customer Support and Operations that directly aligns with the specific responsibilities for this position
• 2+ years of managerial, supervisory, and/or demonstrated leadership experience
• Bachelor’s degree or equivalent relevant work experience.
• Strong understanding of HR policies, processes, and service delivery models.
• Proven ability to manage escalations, make sound decisions, and handle confidential information with discretion.
• Excellent relationship management and communication skills, with the ability to partner effectively across HR and the business.

Tech Stack

• ServiceNow

Benefits

• Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes
• Leadership development and virtual training opportunities
• PTO/parental leave
• Competitive 401K and employee benefits
• Free financial counseling, health coaching and employee assistance program
• Tuition assistance program
• Work arrangements that work for you
• Effective productivity/technology tools and training