Manager, HR Service Delivery

Get started on an exciting career at Element!

Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business - delivering on our promise of a superior client experience.

This takes hard work and innovation, and we need more like-minded people on our team.

Manager, HR Service Delivery

Job Purpose :

As part of the People Services team, the Manager, HR Service Delivery is responsible for leading the HR Service Delivery function to align with our People Services and PP&C objectives.

The HR Service Delivery function supports and provides services to employees and managers across multiple locations including US, Canada, Mexico, and Ireland.

The service delivery support spans the employee lifecycle covering events from hire to retire, such as onboarding, payroll, and benefits.

The Manager, HR Service Delivery will lead the development, implementation and maintenance of business processes and standards applicable across all People Services functions.

This role partners with other People Services teams (Workday, Payroll) to drive operational effectiveness and service excellence of the employee lifecycle events ensuring accuracy and alignment with agreed standards across North America.

As a key representative of the People Services team, you will partner with PPC centers of expertise to provide effective service delivery of processes, policies, and programs.

You will serve as a main point of contact and manage relationships with multiple stakeholder groups, and you will be responsible for working closely with process owners to identify opportunities for improvement, automation, and consolidation.

Through proactive collaboration with the People Services team and PPC subject matter experts you will assess current landscape, identify interconnected processes and dependencies, and coordinate accordingly.

With key focus on service excellence, you will establish a strong foundation and drive efficiencies while improving processes to eliminate manual workarounds.

In partnership with the Director of People Services, the Manager, HR Service Delivery will lead and support the continued optimization of the HR service delivery platform and will play a pivotal role in helping to redefine the employee experience as it relates to HR operational services.

This role contributes to the strategic direction of People Services through active participation on the People Services leadership team, leading and contributing to projects in support of business objectives.

Key Responsibilities :

• Lead the continued evolution and growth demands of building a high performing HR Service Delivery function and team
• Lead and manage the HR Service Delivery team, providing mentorship, guidance, and performance management
• Partner with People Services functional leaders to develop and implement data governance and integrity framework, ensuring data quality and compliance, and drive data governance best practices
• Establish data governance training and awareness for HR and cross-functional teams to promote data governance best practices
• Lead the continued optimization and rebranding of the HR Service Delivery function and play a key role in helping to redefine the employee experience as it relates to People Services
• Develop and drive execution of the HR Service Delivery roadmap and lead change by anticipating, assessing, and addressing the needs of key stakeholders
• Lead end-to-end business process development, implementation, and compliance framework across all People Services functions
• Manage day-to-day administration to ensure business processes and workflows are completed timely, consistently, and accurately
• Achieve targets for operational service delivery through procedures and processes that are considered value added, measurable and directly tied to People Services objectives
• Ensure service delivery activities are scheduled appropriately to ensure timely delivery
• Establish and maintain a clear focus on continuous improvement and drive best practices across People Services
• Drive standardization, simplification, and automation to support department objectives, and meet efficiency standards
• Drive employee and manager self-service by creating new tools, processes, and resources
• Deliver on multiple People Services projects by leading all phases of the project cycle from scoping to post go-live support
• Partner with COEs to develop and distribute effective communications regarding employee lifecycle events
• Manage AskHR and AskHR Workday case management services to support People Services and other PPC functions such as Benefits, Compensation, Learning and HRBPs
• Serve as first point of contact for North American employees and managers; Tier 1 support for AskHR tickets; assign tickets to appropriate SME as Tier 2 support
• Establish and maintain Service Level Agreements (SLA) and manage metrics to ensure People Services leadership is provided with proactive and accurate reporting metrics which help drive business decisions
• Lead new hire orientation sessions in partnership with other facilitators as well as design and organize new hire orientation facilitator schedule and resources
• Manage third-party service contracts and hold accountability for the services delivered
• Manage U.S. unemployment claims; first level contact for outsourced vendor
• Help drive communication, programs, and processes such as year-end, benefits open-enrollment and payroll year-end activities
• Serve as subject matter expert on core elements of People Services processes and related tools and systems
• Maintain People Services databases, reports, records, and documents as needed; manage People Services centralized inboxes
• Represent People Services as a Learning Partner; Collaborate with Learning team to create and produce content to educate enterprise on key HR business processes
• Monitor adherence to HR transactional procedures and practices through the design and maintenance of People Services business processes
• Collaborate with COEs and SMEs to design and maintain process and guideline documents; communication on company intranet site and relevant people portals (e.

g., My Element, Workday, ADP, Degreed)

Foster relationships and partner with cross-functional teams to help drive projects, programs, and initiatives to support business and employee growth and success

Qualifications

• Experience and post-secondary education with a focus on human resources or business administration.
• 8-10 years of experience in HR Shared Services management.
• Strong knowledge and understanding of HR processes and ticket management systems.
• Hands on experience in HR process design, implementation and administration.
• Proficient in HR systems and technology (Workday knowledge preferred).
• Strong analytical, problem-solving and decision-making skills.
• Excellent communication, presentation, and interpersonal skills, with the ability to engage and influence stakeholders at all levels of the organization.
• Solutions focused with a simple and practical approach.
• Strong knowledge of HR operations including HRIS, Payroll, Benefits and employment laws.
• Ability to work effectively in a shared services environment as a leader and team player.
• Provides direction, enables others, delivers results and ability to provide recommendations to COE leaders.
• Demonstrated ability of working with HR leaders and management to ensure the success of key initiatives.
• Strong internal and external customer service skills with a strong commitment to service excellence.
• Ability to work autonomously and deliver on business results.

What's in it for You

• A culture of innovation, empowerment, decision-making, and accountability
• Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness
• Additional benefits and amenities, including paid time-off programs (vacation, sick leave, and holidays)

Applicants will be required to undergo a background check only if and after a conditional offer of employment has been extended.

Element Fleet Management and its wholly owned subsidiaries are an equal opportunity employer committed to diversity, equity, inclusion, and belonging.

We are pleased to consider all qualified applicants for employment without regard to race, color, religion, gender identity, age, sex, sexual orientation, disability, national origin, Aboriginal / Native American status, protected veterans' status or any other legally-protected factors.

Disability-related accommodations during the application and interview process are available upon request. Should you require an accommodation with our hiring process please send an email to redacted or call ( redacted .