Responsible for leading and managing a Direct Operations Team within the Human Resource Operations Center. Direct Operations is a multi-functional team that provides direct support to HR teams as well as current and former team members and leaders across Headquarters, Stores and Distribution Centers by answering phone calls, emails and mySupport questions regarding HR practices (approximately 450,000 contacts per year).
Direct Operations Managers are responsible for directly managing approximately 15 team members inclusive of performance management, quality, level of service, scheduling, and escalated issue resolution. Their primary focuses are on overall client and team members experience, operational performance and process improvement.
Additionally, they lead and support key projects and initiatives, drive continuous improvement, and help to lead change management efforts for the entire Direct Operations Team (~60 TMs).
PRINCIPLE DUTIES AND RESPONSIBILITIES
1.Role includes all standard leadership functions including staffing, training, performance management, team direction and support and a focus on team member development.
2.Continually improve the client-focused execution of core business processes within the HR Operations Center. Thoroughly understand overall business strategy and daily operations within the HR Operations Center.
3.Evaluate process to ensure best methods are used and continual improvement is realized. Understand, monitor and analyze work environment to identify and then act on opportunities to improve operational performance, guest experience, team and individual productivity, technology issues, team and individual training, and communication within team and HR Operations Center.
4.Establish strong working relationships with all of the HR Operations Center; collaboratively work with internal and external partners to drive a cross functional approach to operational performance. Proactively seek solutions to content and workflow issues and consider the HR Operations Center, in total, when evaluating placement of work.
Act as a key contact for HR Operations Center projects to test new strategies within the Direct Operations team. Perform project management duties as assigned based on need and HR Operations Center capacity.
·Previous leadership experience; demonstrated leadership and interpersonal skills; ability to motivate others.
·Commitment to guest service.
·Ability to positively handle conflict.
·Ability to work independently and in groups and maintain a high level of initiative.
·Critical thinking skills.
·Excellent verbal and written communication skills.
·Target HR or Operational experience.
·Proficiency in basic office applications including Word, Excel, SharePoint.
·Store or Distribution Center HR experience