Senior Manager HR Services

The Heritage GroupIndianapolis, IN

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Overview

Schedule

Full-time

Education

HR (PHR, SPHR, SHRM)

Career level

Director

Benefits

Career Development

Job Description

About The Heritage Group

The Heritage Group is a fourth-generation, family-owned business focused on construction and materials, environmental services and specialty chemicals. Over the last 90+ years, the Heritage portfolio has grown to include more than 50 companies that employ more than 6,000 people. What unites this diverse group of businesses and individuals is our commitment to create a safer, more enriching, and sustainable world by harnessing the power of family.

The Sr Manager, HR Services provides leadership and oversight of HRSS' HR administration delivery, ensuring quality, scalable, efficient, and customer-centric support. This role keeps the operational vision for the functions that comprise HR Services while ensuring delivery and compliance to policies and service standards. The Sr Manager partners with HRSS functional leaders, HR COEs and COPs, OpCo HR, ITSS, and external vendors to optimize delivery and processes, reduce risk, and support organizational goals.

Essential Functions

Act as a player-coach for a high-performing HR Services team, fostering a culture of accountability, development, and continuous improvement.
Oversee HR service delivery personnel to ensure compliant, timely, and service-oriented delivery.
Oversee escalated Tier 2 and Tier 3 inquiries, ensuring high-quality and timely resolution.
Oversee HR knowledge management, ensuring consistent, accurate, and user-friendly content.
Establish service delivery standards, KPIs, SLAs, and performance dashboards to measure efficiency, quality, and employee experience. Define monitoring processes and set expectations.
Develop reporting frameworks and metrics to provide insight into workload trends, resource needs, and service performance.
Lead improvement, implementation, and governance of case management tools, quality measurement, service technologies, and workflow enhancements.
Lead process innovation, service expansion, and operational optimization initiatives.
Align HR Services operations with THG Companies' HR service delivery model, HRSS' strategy, and enterprise objectives.
Be a critical player in change management activities related to new service models, technologies, and organizational initiatives.
Contribute to HR Shared Services strategic planning, translating enterprise priorities into operational plans.
Partner cross-functionally with internal and external stakeholders to support cross-functional process improvements, system enhancements, and operational readiness.
Additional duties and responsibilities as assigned, including but not limited to continuously growing in alignment with the Company's core values, competencies, and skills.

Education Qualifications

Required Bachelor's Degree in Human Resources, Business Administration, or related field

Experience Qualifications

Required 10+ years progressive HR Shared Services or HR operations experience
Required 5+ years of leadership responsibility
Experience leading multi-tier service delivery teams and developing associated measurement tools.
Experience with an HRIS system, Workday strongly prefer, case management systems (like FreshService or ServiceNow), and other service center technologies.
Demonstrated experience driving process improvements and managing organizational change.

Skills and Abilities

Exceptional leadership, communication, and stakeholder management skills.
Tech-forward mindset and strong analytical capabilities - embracing technology and using digital tools and data to improve how work gets done.
Proven ability to transform stated business needs into tangible, specific processes and tools.
Advanced organizational, prioritization, and problem-solving skills.
Ability to manage competing priorities in a fast-paced environment.
Deep knowledge of HR operations, operational principles, and service delivery models.
High degree of integrity, confidentiality, and professionalism.

Licenses and Certifications

HRMP, SHRM-CP, or SHRM-SCP a plus. Preferred

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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FAQs About Senior Manager HR Services Jobs at The Heritage Group

What is the work location for this position at The Heritage Group?

This job at The Heritage Group is located in Indianapolis, IN, 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 The Heritage Group?

Employer has not shared pay details for this role.

What employment applies to this position at The Heritage Group?

The Heritage Group lists this role as a Full-time position.

What experience level is required for this role at The Heritage Group?

The Heritage Group is looking for a candidate with "Director" experience level.

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 The Heritage Group for this role?

The Heritage Group offers Career Development 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 The Heritage Group?

You can apply for this role at The Heritage Group 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.