HR Service Center Team Leader

This position is temporary - maternity backfill.

This position is responsible for managing day-to-day operations of HR Service Center team, ensuring appropriate work allocation among the HR Service Center team to ensure calls and email contacts are dealt with and managed according to HRSC standards and service level agreement. The role monitors performance against HRSC targets and modifies processes, workflow, staffing, and other resources to achieve target results. Works closely with Tier 2 team leads to ensure prompt and appropriate issue resolution are passed off effectively from the HR Service Center. The role also manages HR Service Center staff to promote individual development and career growth as well as provide for sufficiency of back-up capabilities. Part of the position responsibility is also regular liaison with the HRSC Manager providing the HR Service Center service performance, escalating issues with proposed resolutions and providing additional support on ‘project’ activities as and when required to support the HRSC Manager. This individual leads HR Service Center projects which support program design and process improvements
The role supports the Service Centre Manager in ownership of the query management ensuring adherence to all of the service level agreements.

Main Responsibilities & Tasks
• Manages day-to-day operations of HR Service Center team, ensures appropriate work allocation among the HR Service Center team to ensure calls and email contacts are dealt with and managed according to HRSC standards and service level agreement.
 Monitors performance against HRSC targets and modifies processes, workflow, staffing, and other resources to achieve target results.
 Works closely with Tier 2 team leads to ensure prompt and appropriate issue resolution are passed off effectively from the HR Service Center.
 Manages HR Service Center staff to promote individual development and career growth as well as provide for sufficiency of back-up capabilities.
 Regular liaison with the HRSC Manager providing the HR Service Center service performance, escalating issues with proposed resolutions and providing additional support on ‘project’ activities as and when required to support the HRSC Manager.