HR Services Manager

The HR Services Manager is responsible for the daily operation of the HR Help Desk, HR's primary intake channel for employee questions and requests for support. Responsible for defining and managing to the Help Desk's quantitative and qualitative KPIs in order to maintain a consistent, positive customer experience. Collaborates with other members of the HR department and with business leaders to ensure the successful use of employee and manager self-service tools and knowledge resources.

DUTIES

SUMMARY

The HR Services Manager is responsible for the daily operation of the HR Help Desk, HR's primary intake channel for employee questions and requests for support. Responsible for defining and managing to the Help Desk's quantitative and qualitative KPIs in order to maintain a consistent, positive customer experience. Collaborates with other members of the HR department and with business leaders to ensure the successful use of employee and manager self-service tools and knowledge resources.

ESSENTIAL DUTIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Manages the daily operations of the Help Desk, including Workday Help case management, service quality, and knowledge/content management; uses KPI metrics and management reports to demonstrate the Help Desk is operating within agreed SLA targets.
• Develops and maintains HR's resources and support tools to assist employees, managers and leaders including responsibility for the HR portion of CII's intranet and the roll out and use of Workday Help assistant and knowledge management capabilities.
• Proactively monitors trends using metrics and dashboards and identifies call avoidance opportunities; partners with HR leaders and business stakeholders to recommend and implement mitigations.

ADDITIONAL DUTIES

• Develops and facilitate processes to ensure the HR Services team is aware of and understands the latest HR policies, scope of services, Workday configuration, and SOP.
• Defines and proactively manages a Help Desk coverage plan so that the HR Services team's operating hours, staffing levels, and on-site expectations are aligned with agency needs, including seasonal or varying activity.
• Other duties and special projects as assigned.

SUPERVISORY RESPONSIBILITIES

• Is responsible for the overall direction, coordination, and evaluation of the direct reports.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; ensuring compliance with applicable wage and hour laws; rewarding and disciplining employees; addressing complaints and resolving problems by taking appropriate actions to mitigate risk.
• This job supervises two direct reports.

QUALIFICATIONS

EDUCATION & EXPERIENCE

• 3 years of managerial, supervisory experience, including leading cross-functional teams.
• 3 years of experience with help desk systems/software.
• 5 years of experience in human resources.
• High school diploma or general education degree (GED) required.
• Associate's degree or equivalent in human resources, HRIS or business administration from a two-year college or technical school preferred.

OTHER QUALIFICATIONS

• Reliable transportation to and from the worksite
• Required on-site once a week (less than 25% of the time).
• Ability to work with minimal supervision.
• Ability to handle confidential information.
• Maintains client and employee privacy, including protecting the confidentiality, safeguarding the integrity and availability, and limiting the use and disclosure of patient Protected Health Information (PHI) to authorized individuals and entities.
• Participates in, conducts, and sustains performance quality improvement activities according to designated role and responsibilities.
• Sensitivity to service population's cultural and socioeconomic characteristics.
• Excellent verbal and written communication skills.
• Excellent customer service skills.

CERTIFICATES, LICENSES, REGISTRATIONS

• HR certification (e.g., SHRM-CP, SHRM-SCP, HRCI-PHR) preferred

COMPUTER SKILLS

• Must have advanced knowledge of Microsoft Office programs in a Windows environment, including Word, Excel PowerPoint, and Outlook.
• Human Resources systems, preferably Workday
• Payroll systems
• Help desk or case management systems/software
• Content management software
• Dashboards and reporting

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Time Spent [None, -1/3, 1/3 - 2/3, 2/3+]

• Stand: -1/3
• Walk: -1/3
• Sit: 2/3 +
• Reach with hands and arms: 2/3+
• Use hands to finger, handle, or feel: 2/3+
• Climb or balance: None
• Bend, kneel, crouch, or crawl: None
• Talk or hear: 2/3+
• Taste or smell: None
• Carry, push or pull: -1/3
• Lifts Weights or Exerts Force
  
  • Up to 10 pounds: -1/3
  • Up to 25 pounds: -1/3
  • Up to 50 pounds: None
  • Up to 100 pounds: None
  • More than 100 pounds: None

VISION REQUIREMENTS

• No special vision requirements.

WORK ENVIRONMENT

The physical, mental & environmental conditions in which the work is performed. The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Time Spent [None, -1/3, 1/3 - 2/3, 2/3+]

Environmental variables that may be indicated as applicable to the position:

• Working near mechanical parts: None
• Work in high, precarious places: None
• Fumes or airborne particles: None
• Toxic or caustic chemicals: None
• Outdoor weather conditions: -1/3
• Extreme cold (non-weather): None
• Extreme heat (non-weather): None
• Risk of electrical shock: None

NOISE LEVEL

• Moderate noise

REQUIRED TRAINING

• New Hire Orientation
• AB1825: Harassment Prevention training
• Mandated Reporter
• Timekeeping & Attendance

COMPENSATION:
$84,641.00 USD - $103,262.00 USD

In accordance with California law, the expected pay range for this position is included in this posting. The actual compensation will be determined based on factors permitted by law. New hires will be offered a salary at the starting point of the range to maintain internal inequity and allow opportunity for future salary growth. CII salaries are determined based on comprehensive internal and external market analysis, as well as the skills, education, and experience relevant to each position.

BENEFITS:

• Generous paid PTO, plus 10 paid holidays and CII is closed between Christmas and New Year
• Excellent medical, dental, and vision insurance for eligible employees and qualified dependents
• 403b Retirement Plan with employer contribution for eligible employees
• Up to $4,500 in tuition reimbursement per calendar year
• Eligible for the Public Service Loan Forgiveness program
• Flexible Spending Account (FSA) & Health Savings Account (HSA)
• Employer paid Life and AD&D Insurance
• Voluntary Supplemental Insurance
• Opportunity for growth & advancement
• Professional development & continued training
• Team building & bonding through company sponsored events & activities

CONTINGENCIES:

• Influenza immunization or declination
• COVID-19, MMR and Tdap immunizations
• Education verification
• Reference check
• Background fingerprint clearance (FBI, DOJ, CACI) conducted by the California Department of Social Services
• Drug and alcohol screening
• Tuberculosis screening