HR Service Center Manager

JOB SUMMARY

The HR Service Center Manager is responsible for overseeing HR service delivery provided by an external vendor. This role serves as the primary liaison between the company and the third-party service provider, ensuring high-quality, consistent, and compliant HR support for employees. The Specialist drives vendor performance, manages escalations, and partners with internal HR stakeholders to continuously improve service delivery and employee experience.

EDUCATION AND EXPERIENCE

• 4 year / Bachelor's Degree (Required)

• In lieu of the above education requirements, an equivalent combination of education and experience may be considered.

• Four (4) or more years Experience managing or working with third-party vendors or outsourcing providers required (Preferred)

• Six (6) or more years Experience in HR operations, shared services, or HR service center experience (Required)

• No Licensure or Certification Required.

JOB REQUIREMENTS

• Strong understanding of HR processes, including employee lifecycle, benefits, payroll, and compliance

• Experience with HRIS systems (e.g., Workday, SAP SuccessFactors) and case management tools

• Proven experience with SLA/KPI management and reporting

• Demonstrates attention to detail

• Experience supporting business executive, including decision making, escalating and delegating tasks.

• Ability to influence without direct authority

• Excellent verbal and written communication skills

• Demonstrated ability to ensure appropriate follow up to keep all stakeholders informed on progress of tasks and projects and able to escalate appropriately to management when needed

• Strong attention to detail, ability to multi-task, meet strict deadlines, problem solve, and work well under pressure with aggressive deadlines

• Self-motivated, needing minimal supervision, while maintaining strict confidentiality.

• Act as the Delek lead for the third-party HR Service Center provider

• Monitor vendor performance against service level agreements (SLAs), key performance indicators (KPIs), and contractual obligations

• Manage and resolve escalated or complex HR cases, including sensitive employee relations matters

• Conduct regular service reviews, governance meetings, and performance evaluations with the vendor & HR management

• Analyze trends in inquiries, case volumes, and service gaps to recommend process improvements

• Ensure alignment between vendor processes and internal HR policies, procedures, and compliance requirements

• Collaborate with HR Centers of Excellence (COEs), Payroll, IT, and HR Business Partners to ensure seamless service delivery

• Ensure compliance with federal, state, and local labor laws and company policies

• Assist in development and maintenance of knowledge base content, SOPs, and employee self-service resources

• Support implementation of new HR programs, policies, and system enhancements with the service provider

• Lead or participate in HR projects, system implementations, and process enhancements

• Identify opportunities for automation, efficiency gains, and cost optimization

• Provide training, guidance, and feedback to vendor teams as needed

• Ensure data privacy, security, and regulatory compliance standards are consistently met

• Support audits, reporting, and documentation requirements

• Identifies opportunities to increase accuracy and develops/recommends/implements solutions.

• Performs analysis of data, processes, policies, procedures and/or systems.

• Composes thorough and detailed written technical documentation, procedures, manuals, etc.

• Presents organized and thorough information and data appropriate for intended audience.

• Provides timely and professional support to all internal/external customers and vendors.

• Establishes and maintains effective, collaborative work relationships both internally and externally.

• While this job description aims to provide a comprehensive overview of the role, it may not detail every task or responsibility required.

CORE COMPETENCIES

CHANGE AGILITY (LEVEL 2 SUPPORTING):

Identifies, initiates, and adapts to organizational changes that foster enhanced effectiveness, efficiency, safety, and ultimately business results.

COLLABORATION (LEVEL 2 SUPPORTING):

Sees connection points across the organization and partners effectively with others to achieve common goals.

DECISION MAKING (LEVEL 2 SUPPORTING):

Selects a course of action to reduce risk and uncertainty and create optimal outcomes.

DRIVE FOR RESULTS (LEVEL 2 SUPPORTING):

Drives to achieve challenging performance objectives.

TEAM BUILDING (LEVEL 2 SUPPORTING):

Builds trust, fosters openness, and provides support. As the manager of a team, selects and motivates a strong team.

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