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Manager, Enterprise HR Services

The Heritage Group
Indianapolis, IN
  • Posted: over a month ago
  • Full-Time
Job Description

Manager, Enterprise HR Services

Job Summary:

As the Manager, Enterprise HR Services you will manage a team of HR Shared Services Administrators that serve as the first point of contact for employee, manager, and HR inquiries through our HRSS mailbox and helpline, responding to questions and requests via telephone, email, and face-to-face interactions. You will coach and develop the team, resolve issues, manage the workload, and manage special projects while working closely with our OpCo HR teams and HRSS leadership.

With the employee experience top of mind, you will proactively seek opportunities to automate, enhance, refine, expand, and improve the services provided by the team. You will collaborate with HR and HRSS Leadership to implement new processes, gather and incorporate feedback, and partner with Corp Comms to best deliver the product.

This role is key to helping our HR Services team within HR Shared Services to continue to mature and grow as we are actively developing and enhancing our service model supporting our operating companies across several industries with over 5,000 employees.

*This is a hybrid role, based out of our NW Indianapolis office*

Day-to-day HR Service Management (40%)

  • Manages HR Administrators (Tier I and II) - recruits, interviews, hires, trains, coaches on performance, and gives feedback
  • Builds and maintains a strong functional team through team building and succession planning
  • Support team members in individual development plans
  • Managing team with understanding of importance of THG culture, values, and family-oriented environment
  • Monitors the day-to-day activities of the HR Services group, sets priorities, ensures timely completion of requests, delegates and/or routes tasks
  • Provides overall prioritization of work assignments and management of team resources and their activities
  • Handles tier 3 escalations within applicable policies, practices, and guidelines; seeks vendor and/or executive input as needed
  • Ensures continuity and successful delivery of HR administrative services to users throughout the organization
  • Measures and evaluates the efficiency and quality of delivery of services
  • Partners with HRSS Leadership on identifying and implementing new employee facing processes/functionality impacting our internal partners, including OpCo HR, Payroll, and external partner, our employees.
  • Drives and builds team's content knowledge base by ensuring process documentation, including canned employee messaging, is created/up-to-date and maintained on a regular basis
  • Fosters and maintains positive relationships with HR business partners and customer base
  • Serves as an interface between internal/external stakeholders and vendors to ensure effective delivery of HR administrative services and processes
  • Maintains awareness of vendor plans and the potential impact of those plans on current and future functionality
  • Serves as an example and sets expectations for confidentiality and integrity
  • Exhibits behaviors in alignment with HRSS and THG's organizational cultures and values

HR Services (HRS) Development (40%)

  • Provides input to the HRSS and HR Services' visions and translates visions to team's daily work activities, including customer service expectations
  • Assists in the planning, project coordination, and management for the development of an efficient and cost-effective department
  • Promotes proactive approaches to solving business needs/problems, while implementing and improving efficient HR administrative processes
  • Defines and develops tools and reports to inform HRSS and HRS on priorities, process improvement, resource levels, possible business, or customer needs, etc.
  • Defines content and frequency of stakeholder reporting related to HR Services
  • Partners in development of new functionality in the case management system
  • Creates case management prioritization strategy and defines metrics to support and deliver defined services within a defined framework. As it matures, develops new functionality in case management system.
  • Initiates regular and ad hoc audits and reviews to ensure data integrity and that processes and outcomes are timely and compliant
  • Ensures SLAs are met and responds swiftly to address issues and identifies measures to correct
  • Collaborates with and influences internal and external clients on process changes that improve efficiency, employee experience, and compliance
  • Performs other duties as assigned

Change Management (20%)

  • Collaborates with and influences internal and external clients on process changes that improve efficiency, employee experience, and compliance
  • Ties short term changes to long term benefits and long term HRSS strategy
  • Finds wins-wins

Minimum Requirements for Position:

  • 5+ years HR Operational/Process experience. HR Shared Services or HR Call Center management experience strongly preferred
  • 3+ years people supervisory or management experience
  • Experience with call center technology and core HR systems
  • Excellent verbal and written communication skills
  • Excellent interpersonal and customer service skills
  • Excellent organizational skills and attention to detail
  • Thorough understanding of HR principles, practices, and procedures
  • Excellent time management skills with a proven ability to meet deadlines
  • Strong analytical and problem-solving skills
  • Ability to multitask and handle competing priorities in a fast-paced environment
  • Proficient with Microsoft Office 365 Suite or related software
  • Bachelor's degree in Business Administration or Human Resources, or equivalent experience

Relevant Experience

  • Experience in service center-related technologies
  • Experience using and managing HCM Solutions (PeopleSoft, Oracle, Workday, and/or UKG)
  • Knowledge of benefit plan administration
  • Customer service experience and mindset
  • Ability to work with diverse personalities
  • Flexibility and ability to change in a positive, productive manner
  • Change and stakeholder management experience
  • HRM Certified Professional (SHRM-CP) or SHRM Senior Certified Professional (SHRM-SCP) credential preferred

About The Heritage Group

The Heritage Group is a privately held portfolio of companies focused on creating long-term value by building world-class businesses. Under four generations of family ownership, we employ thousands of people around the world, with operations across North America, Europe, and China, in the core industries of Environmental and Remediation, Specialty Chemicals and Fuel Products, and Construction and Materials. Driven by innovation and research, our in-house R&D team, Heritage Research Group, specializes in helping our diverse set of companies evolve and adapt to a changing marketplace by providing cutting-edge solutions and exploring new opportunities in its state-of-the-art facility. And while acquisitions, partnerships, internal expansion, and startups may be our cornerstone, we're a family company at heart-aiming to build long-term relationships with our customers, vendors, and partners so that we can turn big challenges into even bigger opportunities to make a difference in the world.

The Heritage Group welcomes the diverse backgrounds, experiences, and perspectives of all to work together to accomplish our goal

The Heritage Group


Indianapolis, IN
46278 USA



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