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.
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.
Identifies, initiates, and adapts to organizational changes that foster enhanced effectiveness, efficiency, safety, and ultimately business results.
Sees connection points across the organization and partners effectively with others to achieve common goals.
Selects a course of action to reduce risk and uncertainty and create optimal outcomes.
Drives to achieve challenging performance objectives.
Builds trust, fosters openness, and provides support. As the manager of a team, selects and motivates a strong team.
