Human Resources Shared Services Manager - US Hours

POSITION SUMMARY:

Reporting to the Global HR Shared Service Center (HRSSC) Director, the role of the HR Shared Services Manager is to lead the delivery of operational activities and best practices for HR processes to effectively support the agency networks.  This role manages the day-to-day operations of HR processes and programs that support employees. These include query management, processing employee transactions, HR compliance activities and contingent worker administration.  This role defines and implements opportunities to improve effectiveness, efficiencies, and customer service through technology, and leading a team that focuses on customer service, process improvement and providing the best quality support to IPG employees and key stakeholders.

ESSENTIAL FUNCTIONS:

• Manage overall HR Shared Services function to ensure that established SLAs are fulfilled.
• Ensure successful delivery of HR processes aligned to shared services, monitoring case management effectiveness and process adherence.
• Deliver best in class HR Services that prioritize the employee experience, while remaining within agreed budgetary parameters.
• Contribute to strategic planning and oversight activities as part of the governance framework.
• Monitor, govern and report the performance of the end-to-end processes assigned to their team.
• Contribute to planning and oversight efforts such as governance, continuous improvement, and other strategic initiatives to increase shared service effectiveness.
• Collaborate transparently with all key internal stakeholders.
• Promote employee and manager self-service to improve the digital employee experience.
• Identify the capabilities / capacity needed to deliver the tasks assigned to the team, taking into account workforce challenges; prioritize resolution and effective staffing.
• Oversee the effective implementation of change management programs for the HR Shared Services teams (e.g., system upgrades, module implementation, and other new deployments), to ensure these are effectively integrated into the shared services framework.
• Support long-term employee success with a focus on coaching and developing a high-performing team.
• Serve as a trusted advisor to the Director of HRSSC and Senior HR leadership on best-in-class processes, technologies, successful program management practice, and complex case escalations.
• Cultivate an exceptional and reliable customer service culture.
• Responsible for the service center’s adherence to requisite standards and policies, including Sarbanes-Oxley (SOX) compliance.
• Proactively gather and anticipate feedback from agency network partners.
• Work under pressure in a high-volume environment.

EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS:

Essential:

• 7+ years of demonstrable experience managing HR Operations (running the transaction/service-oriented aspects of HR) and relevant experience leading HR Operations or HR Shared Services.
• Exhibit substantial project, program and process management skills.
• Proficient in HCM and service management platforms, software, and applications.
• Clear grasp and understanding of leading practices in HR and Shared Services operations.
• Ability to multi-task in a fast-paced and changing environment.
• Problem solving and critical thinking skills.
• Ability to manage vendors including but not limited to Technology and Software vendors, Benefits Administrators and Providers, as needed to support center operations and ensure services are provided to the organization.
• Strongly demonstrated verbal and written communication and presentation skills.

Desirable:

• Experience effectively influencing and coaching team members.
• Project management and change management experience.
• Demonstrable experience performing complex reporting and analysis.
• Strong working knowledge of Workday and BMC Helix platforms, software, and applications.

BENEFITS OF JOINING IPG:

One of our primary goals is to support the health and well-being of you and your family. Our compensation plan includes the following benefits, in addition to many others:

• Healthcare Options
  • Medical
  • Dental
  • Vision
  • Prescription
• Dependent and Health Care Flexible Spending Accounts
• 401(k) savings plan with company match
• Flexible based Paid Time Off
• Employee Assistance Program
• Legal Assistance Plan
• Tuition Reimbursement
• Employee Stock Purchase Plan
• Exclusive discounts on cell phones, gyms, and everyday purchases

IPG is an equal opportunity employer and we value diversity inclusion and equity at our company. We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, national origin, gender, sexual orientation, age, gender identity, marital status, citizenship, disability, genetic information or veteran status or any other basis prohibited by applicable federal, state or local law.