Manager, People Services

📋 Description

• Lead, coach, and develop the People Services team, setting clear goals, managing capacity and
• Own delivery and quality standards for high-volume transactional People work across the employee
• Define, manage, and report service levels: response and resolution times, SLAs, and quality scores.
• Ensure a stellar employee experience in every interaction, timely, accurate, empathetic, and easy.
• Continuously assess workflows to identify, prioritize, and scope the ones that should be automated
• Manage case handling and routing within the tiered service model, resolving at the People Services

🎯 Requirements

• 5+ years in People/HR Operations, shared services, or service delivery, including direct team
• Proven track record running high-volume transactional work to a high quality and accuracy standard.
• Experience defining and managing SLAs, quality metrics, and day-to-day service delivery.
• Strong process-improvement instinct: able to spot and prioritize what to automate and partner
• Employee-experience mindset, with a bias for making interactions easy and getting the details right.
• Comfort leveraging People systems and workflow or case-management tools, and partnering with HR