Sr. Manager, HR Service Team - SiteOne Landscape Supply

SiteOne associates are customer obsessed, always safe, continuously improving, and having fun! Whether you are experienced in the green industry, a professional looking for a career change, or a new graduate or veteran transitioning into the workforce, we are confident you will find opportunity and reward with SiteOne. 

SiteOne Landscape Supply is the largest and only national wholesale distributor of landscaping products in the United States and Canada. With over 700 branches across the U.S. and Canada, we offer a comprehensive selection of products including:  irrigation supplies, fertilizer and control products, nursery goods, hardscapes, landscape lighting, drainage and erosion control products, tools, and other landscaping accessories and supplies.

The SR Manager, HR Service Team is Responsible for management, execution, and resources associated with the HR service center operations within the HR Service Team (HRST). Assures the HR service center operations and deliverables meet or exceed organizational objectives and service level agreements, follow HR service center strategies, and integrate as appropriate with other service center functions. Supports the broader HR service delivery model with a focus on customer service and assures alignment with HR "Centers of Expertise" (COEs) and other stakeholders such as HR Business Partners. Maintain the utmost confidentiality in dealing with employee records and business information. Direct and support the work of the HRST staff.

KEY FACTORS FOR SUCCESS:

• Manage responsibilities, provide leadership, evaluate performance, and drive service expertise for inquires to the HR service center (phone calls, emails, basic case management).
• Conducts call monitoring and data integrity reviews to ensure that production and quality expectations are being met, providing timely feedback and coaching to ensure performance metrics are being met or exceeded; observes employee demeanor, technical accuracy, and conformity to company policies; conducts ongoing observations of program and services.
• Assure third party vendors perform according to service level agreements in support of HR service processes. Work with the internal HRIS team or appropriate COE and vendors to identify and correct problems and implement fixes.
• Lead documentation of HR service processes for the HR service center. Organize and facilitate ongoing review, development, evaluation/testing, and maintenance of documentation (e.g., Standard Operating Procedures, Work Instructions) to ensure complete, accurate, and up-to-date depiction of processes.
• Lead alignment meetings with COEs and HRBPs to capture new topics/inquiries that the Contact Center may need to handle and assure that appropriate responses, routing, education, and/or knowledge base information is provided to  the HR service center representatives.
• Proactively plan for project, system, and organizational contingencies related to operations and recommend, implement, manage, or support changes under the guidance of senior management.
• Create dashboards and metrics that reflect HRST activities and proactively communicate operational performance. Regularly review measures to drive performance, identify trends, and develop/implement process improvements, escalating issues and proposed solutions as appropriate.
• Participate in the development and delivery of training for internal staff, specialist groups, or others as needed.

• Bachelor’s Degree in Human Resources Management or a Related Field
• Minimum of 5 years of HR experience
• Experience of managing HR Service Center Team
• Experience as an HR Generalist
• Strong knowledge of HR systems and databases

Perks:

• Medical, Dental and Vision plans
• Paid Time Off, Paid Holidays
• Competitive Compensation
• 401k with company match
• Company paid life insurance, Short Term Disability and Long-Term Disability Insurance
• Product Discounts
• Tuition Reimbursement
• Opportunity for Advancement

THE INFORMATION CONTAINED HEREIN IS NOT INTENDED TO BE AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, DUTIES AND QUALIFICATIONS REQUIRED OF INDIVIDUALS PERFORMING THE JOB. THE QUALIFICATIONS DETAILED IN THIS JOB DESCRIPTION ARE NOT CONSIDERED THE MINIMUM REQUIREMENTS NECESSARY TO PERFORM THE JOB, BUT RATHER AS GUIDELINES. THEY MAY VARY FROM POSITION TO POSITION.

SiteOne Landscape Supply is strongly committed to providing equal employment opportunities for all associates and all applicants for employment. All employment decisions at SiteOne-including those relating to hiring, promotion, transfers, benefits, compensation, placement, and termination-will be made without regard to race, color, national origin, genetic information, creed, sex, sexual orientation, gender, gender identity, religion, age, veteran status, uniform service, pregnancy, disability, or any other factor protected by applicable law.