HR Service Center Manager
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Overview
Schedule
Full-time
Education
HR (PHR, SPHR, SHRM)
Career level
Director
Remote
Remote
Compensation
$80,000-$100,000/year
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Job Description
Job Summary / Purpose:As an HR Service Center Manager will serve as a primary HR support resource, providing higher-level expertise to resolve complex issues and escalated cases. Acting as an ambassador for all HR processes and policies, will handle initial and escalated contacts from team members, managers, retirees, and HR partners across all stages of the employee life cycle, including onboarding, policy inquiries, compliance, benefits, employee relations, HRIS support, payroll, and offboarding. This role requires thorough HR knowledge, strong customer service focus, and effective communication skills to deliver timely, accurate, and positive support. This position will also collaborate with HR Specialists, HR Business Partners, and other HR Centers of Excellence to drive effective and consistent resolution of complex issuesThe successful candidate will bring demonstrated HR experience in both the U.S. and Canada, with a strong background in managing and resolving HR matters. This is a remote position based in California, operating on Pacific Time, with the expectation of being within travel distance of the San Jose office. Essential Duties and Responsibilities:
- Manage and resolve escalated HR inquiries, including complex cases across benefits, onboarding, payroll, compliance, and policy interpretation.
- Conduct thorough research and analysis to ensure issues are resolved in alignment with company standards and legal requirements.
- Ensure data accuracy and compliance by auditing records, overseeing onboarding and offboarding processes, and maintaining regulatory documentation.
- Support compliance initiatives, including ADA accommodations, E-Verify processes, and labor law requirements across all locations.
- Assist in onboarding activities, providing guidance on HRIS, benefits enrollment, and managing escalated HR cases to ensure seamless employee experiences.
- Support compliance in pre-hire onboarding tasks for corporate and field employees, including managing background checks, license verification, state-required paperwork, and adjudication processes.
- Ensure compliance with local hiring standards
- Provide advanced assistance with HRIS inquiries, system updates, and troubleshooting, ensuring data integrity and user support.
- Collaborate with HR partners on complex case resolutions, offering insights and recommending process improvements to enhance service quality.
- Identify trends and recurring issues, suggesting policy or procedural adjustments for improved efficiency and service.
- Assist in training and mentoring Tier 1 Specialists, sharing best practices and providing guidance on complex inquiries.
- Meet or exceed service level standards, achieving departmental metrics in support of HR administrative functions.
- Contribute to various reports, special projects, and other assigned tasks as needed.
- Participate in and share process improvements, building team efficiencies suggestions, and best practices during team huddles and training sessions.
- Continuously develop knowledge of HR best practices through continuous education and outreach with the HR community and local organizations.
- May assist with facilitating new team member orientation sessions and orientation administration processes.
- Performance in this role will be measured in the categories of Customer Service, Quality of work, Issue Resolution, and Operations goals.
- Strong clear English (verbal and written) is required
- Minimum associate’s degree in human resources, business administration, or related field (or equivalent experience).
- 7-9 years fast-paced, Human Resources, contact center, training, generalist, and manager
- Customer service experience
- Technical aptitude and experience with multiple systems
- Excellent analytical and strong interpersonal communication.
- Organization, priority-setting, and independent critical thinking
- Experience with HRIS systems; specifically Workday and Dayforce
- Prior experience supporting employees in both the U.S. and Canada.
Preferred Skills, Education, and Certifications:
- SHRM certification preferred; experience with advanced reporting tools.
- Ability to lift and carry up to 15-20 pounds
- Ability to sit, stand, and walk for prolonged period of time throughout the workday
- Work performed primarily in a home-based office environment, consisting of light to moderate physical activity, including the use of a computer, telephone, and/or other office equipment.
- Work must be performed within the expected work hours and schedule including required meetings and on-time attendance.
- Travel- Little to None
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FAQs About HR Service Center Manager Jobs at Quatrro BSS
What is the work location for this position at Quatrro BSS?
This job at Quatrro BSS is located in San Jose, CA, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Quatrro BSS?
Candidates can expect a pay range of $80,000 and $100,000 per year.
What employment applies to this position at Quatrro BSS?
Quatrro BSS lists this role as a Full-time position.
What experience level is required for this role at Quatrro BSS?
Quatrro BSS is looking for a candidate with "Director" experience level.
Does Quatrro BSS allow remote work for this role?
Yes, this position at Quatrro BSS supports remote work, giving candidates the flexibility to work outside the primary office location.
What education level is required for this job?
The education requirement for this position is HR (PHR, SPHR, SHRM). Candidates with relevant qualifications or equivalent experience may also be considered.
What benefits are offered by Quatrro BSS for this role?
Quatrro BSS offers following benefits: Health Insurance, Dental Insurance, Vision Insurance, Life Insurance, Paid Holidays, Paid Vacation, and 401k Matching/Retirement Savings for this position. Actual benefits may vary depending on the employer's policies and employment terms.
What is the process to apply for this position at Quatrro BSS?
You can apply for this role at Quatrro BSS either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.