Manager, HR Operations

Contacts:

Responsibilities

  • Manage team workload, resources, and schedules to deliver timely, quality services and superior customer service to customers.
  • Manage all production support issues and oversee on-going maintenance of Time & Labor applications, including, enhancements, bug fixes, and upgrades
  • Manage the write-up details of creation of test scenarios, facilitating unit testing and User Acceptance Testing functional documents
  • Partner with Payroll to ensure employees that separate from the organization are paid out timely and accurately.
  • Track and report status of work for team for Siebel and UCM
  • Compliance with MTA and BSC policies, practices and procedures while driving towards the long-term MTA/BSC vision
  • Manage client relationships and provide effective customer service
  • Conducts an evaluation of issues for the root cause(s) and take corrective action as appropriate Corrective action can include chairing discussion meetings with IT, Labor Relations, HQ HR and Benefits
  • Achieve operational objectives by contributing information and recommendations, preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; determining system improvements; implementing change
  • Monitor assignment quality and service delivery against agreed-to Service Level Agreement and Key Performance Indicator targets
  • Perform other duties as assigned or as required

Talent Management

  • Manage talent in the team including performance, staffing levels and competencies
  • Select, develop and motivate team members within the department. Provide career development for team members. Monitor performance and provide prompt and effective coaching and counseling. Responsible for discipline/termination of employees when necessary. Review performance of staff. Create a professional environment that respects individual differences and enables all employees to develop and contribute to their full potential

Qualifications

  • Ability to help troubleshoot technical issues and communicate to IT Department as necessary
  • Ability to travel to field locations for agency specific training/meetings
  • Strong interpersonal skills with the ability to work with a diverse stakeholder and customer population
  • Ability to work with, train and coach other team members
  • Ability to prioritize problems and promptly resolve or escalate when necessary
  • Strong oral and written communication skills
  • Strong attention to detail
  • Demonstrated ability to handle sensitive situations, maintain a high level of confidentiality, work independently, and takes initiative
  • Strong working knowledge of Microsoft Office Suite (e.g. MS Excel, Access etc.)

Education and Experience

  • Bachelor’s Degree in Finance, Accounting, Business Administration, Communications or related field OR equivalent combination of education and experience may be considered in lieu of degree
  • Minimum 6 years of progressive experience in ERP/SAP human capital management, timekeeping and / or testing administration
  • Minimum 1 year of experience managing a team or leading team projects
  • Possess intermediate knowledge in PeopleSoft Time & labor module with the ability to become proficient in additional modules

PREFERRED:

  • Knowledge/experience with KRONOS
  • Center of Excellence / Shared Services experience
  • Experience in designing and implementing human capital management or related human resources database module
  • Working knowledge and use of office productivity tools and web-based applications
  • Working knowledge of service request management tools
  • Familiarity with performance metrics and ability to meet identified targets

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