HR Business Partner -Shared Services Manager in Boca Raton, FL by Bluegreen Vacations

Date Posted: 11/21/2020

Job Snapshot

Job Description

Purpose:
 

The HR Shared Services Manager will oversee all daily operations of the Human Resources Shared Services team, processes and system. This role will be responsible for the day to day management of 5-10 full time associates to drive exceptional customer service and optimize business results and the associate experience. This role will also provide continuous development and training to the Shared Services team members to enhance job knowledge, job skills, and to support succession planning. This role will also be responsible for driving initiatives in support of process improvement and service delivery standardization, in addition to technology management of the Shared Services case management system.  The Shared Services Manager will work cross functionally with HR Center’s of Excellence and HR Business Partners to drive HR strategy and support operational efficiencies. The HR Shared service function will provide support in all areas of human resources, including, but not limited to, policies and procedures compliance, employee benefits, compensation, hiring and separations (employee life cycle), associate relations, training and development, and performance management.

Independent judgment, collaboration and discretion are regularly used by the HR Shared Services Manager regarding matters of significance in a variety of manager, employee and administrative matters.


Responsibilities:


• Manage day to day schedules, activities and performance of 5-10 regular, full time employees.

• Partner with the business and HR leadership to create and implement a strategic vision for HR Shared Services.

• Drive the transformation of the associate and manager experience through improved customer service, automation, and self-service opportunities offered by Bluegreen’s human capital system.  

• Build quality assurance processes and tracks progress towards key performance indicators to ensure high customer services standards are consistently maintained.

• Monitor interactions with employees via inbound calls, outbound calls, live chats, email, and other platforms to evaluate customer service levels and HR knowledge.

• Optimize HR technology systems to meet workflow requirements, create opportunities for automation, and   continuously look for ways to migrate manual HR processes into a more simplified, automated process.

• Develop and implement service level agreements for HR Shared Services Center. Establish performance standards for Shared Service Team.

• Act as the point of contact for escalated inquiries that require a high-level knowledge to help manage sensitive employee matters. Partner with COEs and HR Business Partners to effectively evaluate and resolve issues at their earliest point.

• Identify trends relating to customer service inquiries and determine training opportunities for improvement.

• Oversee the development and evaluation of all Shared Services metric preparation, analysis and reporting to support planning, process improvement and training needs. Develop scorecards, dashboards and other means of metric reporting. Present data to HRBP leadership on periodic basis.

• Train, lead, coach, and counsel Shared Services team in decision making and skill development before executing promotion, transfers, discipline, and terminations. Provide continuous development and training to associates regarding HR programs, policies and procedures, employment laws and other HR related matters.

• Supervise HR generalists in investigations relating to discrimination charges, wrongful termination, agency complaints, employment hearings and other legal and Company policy matters. Ensure compliance with company policies, procedures and state/local laws relating to employee relations matters.

• Oversee all hiring for Shared Service team and maintain adequate staffing levels of shared services center. Ensure that staffing levels align with customer volume and service needs of field operations and other business partners.

• Assist with HR budget process for Shared Services team.

• Responsible for evaluating and auditing associate documentation including but not limited to separation letters/agreements, leave of absence notification letters, and other related associate communications, for legal compliance, consistency and internal SOP’s.

• Provides oversight for responses to unemployment agency and workers compensation inquiries. Identifies and escalates sensitive separation matters to HR Business Partners for review and guidance. Represent the company in hearings and similar matters, as needed.

• Design and develop new policies and standard operating procedures, as needed, based on the evaluation of service activity of Shared Services Center.

• Provide support for employment screening activities, including, but not limited to, system training, evaluation of criminal background checks and drug testing and vendor relationship management.

• Provides support to HR Business Partners on organizational changes including, but not limited to, deployment of new HR programs, office openings, closings, acquisitions and restructurings and other special projects.


Requirements:
 

• Bachelor’s Degree required, or equivalent combination of education and experience.

• Human Resources Management and Employee Relations experience of at least 5-7 years, preferably in the timeshare, hospitality or retail industry.

• HR Shared Services Center experience a plus.

• Proven record of successful people management and skill development.

• Familiarity with Dayforce and Salesforce systems a plus.

• Customer service and quality fundamentals, MS Office Suite, knowledge of multiple human resource disciplines and federal/state employment law and other government compliance regulations.

• SHRM-CP/SCP, PHR/SPHR certification preferred.

• Project a positive attitude at all times. Detail-oriented with strong analytical, associate relations and problem-solving skills. Strong ability to think strategically, accept feedback and analyze information timely and accurately, Superb interpersonal skills to deal effectively with all levels of the organization. Must be able to multi-task, provide exceptional customer service and work in a high-volume environment. Must have excellent collaboration and management skills, high level of professionalism, and possess the ability to apply discretion and maintain confidentiality. Must have strong organizational skills.

• Flexibility to be proactive and reactive to client’s needs.

Our goal is to improve the quality of work/life by providing equal employment opportunities for all candidates and team members. Bluegreen Vacations Corporation believes that diversity and inclusion is critical to our success, and we seek to recruit, develop and retain the most talented people from a broad candidate pool. We are a drug-free workplace, and if offered employment, candidate must be willing to submit to a background check/drug test. EOE/DFW  

Other details

  • Job Family Human Resources Leadership
  • Job Function Bonus and Merit
  • Pay Type Salary
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  • Boca Raton, FL, USA