Job Information
Robert Half Manager, HR Solutions Center in San Ramon, California
This Manager, HRSC position reports directly to the Sr. Manager, HR Services. It is responsible for managing the day-to-day HR Solutions Center operations and leading the team to deliver high customer service and operational excellence to the organization. This position leads a team of exempt employees that provides Tier 1 and Tier 2 support for all Human Resources inquiries involving benefits, leaves of absence, long-term incentive programs, workplace accommodations, employee relations intake and investigations, and performance management. This role acts as the subject matter expert in the employee use of our HRMS, Workday.
This position partners with the Corporate and Field HR Business Partners, HR Centers of Expertise, and Talent Solutions DOM/DOS members to strategically retain talent by providing the best employee experience for those utilizing the HRSC. The role supports employees, leaders, and executives in handling people-related issues, opportunities, and challenges for approximately 10,000 employees in North America.
Responsibilities include:
Drive operational effectiveness through focus on the team's functional and technical knowledge, customer service orientation, and coverage ability.
This role must be able to review various factors and exercise sound judgment in developing solutions and recommendations. Must take accountability for the entire process within the HRSC, from receipt of work to resolution and closure, including any escalated issues.
Apply knowledge of program objectives and critical thinking and problem-solving skills to further develop the quality and consistency of services. Knowledgeable of all HR functions and can explain and/or help employees with their requests or needs.
Organize, manage, and execute various HR services and/or processes related to the operations of the HR Solutions Center. Utilize professional concepts to solve problems of complex scope and manage escalated issues. Use discretion and sound judgment to communicate and resolve potential issues to further strengthen the perception of the HR Solutions Center with a variety of stakeholders and the HR community.
Must be a resourceful and creative problem solver. While things may go wrong, you should be looking forward anticipating areas of concern or risk or root cause. When unanticipated issues come up at precisely the wrong time, as they tend to do, you should be world-class at quickly and constructively working with members of the team and other departments to find solutions.
Listen and monitor calls and e-mails to ensure quality customer service. Coach, mentor, and build trusting relationships with the direct report team. Must be able to provide strong performance management and guidance to each team member.
Maintains current knowledge of relevant human resources procedures and practices and applicable labor laws.
Lead, coach, and develop a team responsible for answering questions and researching issues from new hires and current and former employees inquiring about changes to employee policies, benefits, long-term savings plans, leave of absence, general HR matters, and assistance with Workday and Workday Financials.
Manager must be able to answer all calls and fill in for staff not at work or as needed.
Perform various daily human resources operations tasks and work with other departments to resolve matters.
Partner with HR, leaders, and employees across North America to continue improving the value-add of HR Solutions Center interactions.
Collaborate with peer HR leaders to share learnings, cross-train, leverage best practices, drive consistency, and deliver operational excellence.
Employee Experience – Where possible, participate in employee experience project opportunities representing the HRSC and how our team, acting as the frontline resource for employees utilizing Workday, can improve the experience through the usage and understanding of the system.
Employee Relations – Manage and monitor the HR Employee Relations Hotline.
Capture all necessary information to conduct internal investigations into the allegations stated by the employee or candidate calling the hotline. This includes taking calls, reviewing intake reports drafted by staff, and escalating as needed to appropriate parties.
Interpret and apply understanding of Corporate, Talent Solutions, and Protiviti policies and processes and provide guidance and clarification concerning Harassment, Sexual Harassment, Discrimination, Wage and Hour, hostile work environment, and other civil rights violation calls.
Work with district leaders, field HRBP, and the legal department to ensure all information is provided.
Conducting internal investigations is a critical process for addressing and resolving potential issues within the organization. These investigations can involve various areas including compliance, ethics violations, fraud, harassment and other workplace misconduct. This role will ensure that the process for investigations is followed including the initial assessment and planning, receiving/documenting the complaint, determining the best qualified impartial investigator, preparation for the investigation including reviewing relevant policies and procedures and gathering information. Conducting the investigation including any/all relevant witnesses, reviewing any documentation, analyzing the information gathered and providing a clear recommendation on remediation. This role must communicate the results and recommended actions to the appropriate parties, including senior leadership and HR Business Partners
Designs and runs queries and prepares reports on performance statistics and trends, such as daily, monthly, quarterly, and annual reports.
Produce Quarterly ADA and ER reports.
Knowledge, Skills, & Experience:
Bachelor's Degree Preferred
3-5 years of Management Experience
Broad HR Generalist knowledge and expertise within the areas of Leaves of Absence, verifications services, benefits, performance management, and employee relations. 7+ years of HR experience.
Strong communications, both written and oral, and strong customer service orientation
Can self-start and maintain a positive, upbeat and helpful attitude
Be a team player who strives for excellence
Flexibility with scheduling to cover North American time zones.
Must have attention to detail
Call center experience a plus
Ability to adapt to a fast-paced, ever-changing environment where multi-tasking is a must while continuing to maintain a positive, constructive and professional demeanor. Ability to operate and advise in "gray" areas.
General knowledge of MS Office with proficiency in MS Excel. At least 3 years of HRMS database exp., or other relational database experience.
PHR/SPHR preferred
Other Essential Qualifications:
Represent Robert Half and the HR Department by exhibiting a calm, welcoming, and friendly presence for all new hires, employees, leaders and visitors.
Must be a resourceful and creative problem solver. While things may go wrong, you should be looking forward to anticipate areas of concern or risk. When unanticipated issues come up at exactly the wrong time, as they tend to do, you should be world class at quickly and constructively working with members of the team and other departments to find solutions.
Must be able to work with highly confidential data and maintain confidentiality at all times.
Strong written and verbal communications skills.
Maintain confidentiality of the investigation and protect the integrity of the process and privacy of those involved.
Impartiality - ensure that the investigation is conducted impartially and without bias.
Communication - keep communication clear and professional with all parties involved and provide updates as appropriate
The typical annual salary range for this position is shown below and is negotiable depending upon experience and location. The position is eligible for a discretionary annual bonus.
$84,000.00 - $128,000.00
We offer exceptional earning potential and a competitive benefits package, including group health insurance benefits (medical, vision, dental), FSA and HSA healthcare accounts, life and accident insurance, adoption and fertility assistance, paid parental leave of up to 6 weeks, and short/long term disability. Robert Half provides paid time off for vacation, personal needs, and sick time. The amount of Choice Time Off (CTO) our people receive varies based on their years of service and is pro-rated based on the hours worked per week. A new hire earns up to 17 days of CTO per calendar year. Our people also receive up to 11 paid holidays per calendar year. We also offer the opportunity to contribute to our company 401(k) savings and investment plan or deferred compensation plan (if eligible), with an employer match of 100% on the first 3% of your contributions for eligible employees. Learn more at roberthalfbenefits.com/Resources .
Robert Half Inc. is an Equal Opportunity Employer. M/F/Disability/Veteran
As part of Robert Half’s Corporate Services facility employment process, any offer of employment is contingent upon successful completion of a background check.
Robert Half is committed to being an equal employment employer offering opportunities to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to apply for a position, please contact us by sending an email to HRSolutions@roberthalf.com or call 1.855.744.6947 for assistance.
In your email please include the following:
The specific accommodation requested to complete the employment application.
The location(s) (city, state) to which you would like to apply.
For positions located in San Francisco, CA: Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
For positions located in Los Angeles County, CA: Robert Half will consider for employment qualified applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.