Manager, Client Services

Metra Railroad - Chicago, IL

Metra is one of the largest and most complex commuter rail systems in North America, serving Cook, DuPage, Will, Lake, Kane, and McHenry Counties. The agency is linking communities in Northeastern Illinois by providing safe, reliable, and efficient commuter service.

Metra’s Human Resources Department’s mission is to recruit and retain qualified employees in a diverse workforce; treat all employees fairly; facilitate training and professional development for career growth; effectively manage and administer compensation; negotiate and administer flexible benefit programs that provide quality and value; administer medical leaves and related services; promote wellness; provide confidential and efficient records administration; ensure that Metra’s policies and procedures comply with all laws governing employment, benefits and other ancillary services; and foster an environment of trust and mutual respect with employees as well as internal and external partners.

Reporting directly to the Director, HR Administration, the Manager, Client Services ensures partners with line leaders to create programs which are designed to attract, retain, and motivate employees. The Manager, Client Services plays an integral role in creating a positive employee experience and supports the day-to-day operations related to all phases of the employee life cycle. Develops strategies and processes which align employees with the business needs and objectives of the organization. Collaborates with senior leaders to address employee relations issues, plan staffing strategies, recommend training opportunities, etc. to ensure business units run in a productive manner. Provides leaders with the coaching and counseling they need for success. Educates employees and leaders on any number of policies and procedures in an effort to ensure accordance. Responsible for handling all aspects the internal and external posting process. Benchmarks "like" agencies and incorporates appropriate "best-practices" in order to streamline procedures, reduce costs, and increase the caliber of hires. Markets the organization and increases the diversity of the hiring pool by attending seminars, conferences, job fairs, etc. Ensures that employment practices are aligned with state, federal, and local laws and regulations. Serves as role-model to staff members and the agency overall. Manages staff members by "leading through example" and provides coaching and support in order to equip them for success in the short and longer term.

Candidates can expect salary offers that range from the minimum to the mid-point of the salary range. Metra provides full pay ranges so candidates can consider their growth potential.

Metra is a railroad employer subject to the provisions of the Railroad Retirement Act, not the Social Security Administration.


Bachelor's Degree in Business, Human Resources, OR in lieu of specified degree, any combination of education and experience may be substituted for the required degree that equals four years in human resources and program/project management.
In addition to #1, must have a minimum of six years of Human Resources client services experience.
Must have direct or indirect supervisory experience that may include day-to-day employee management, assigning tasks, providing guidance and training, monitoring performance, conflict management, budgeting, hiring, and discipline and/or termination.
Strong knowledge of business architecture framework (structure, people, processes, and technology) to support the organization's strategy.
Possess a high degree of working knowledge of HR functions and business processes (Talent Management, Compensation, Benefits, Learning and Development, HR services).
Strong analytic skills, ability to research data and present findings in an organized fashion, and ability to make recommendations on course(s) of action.
Experience working with all levels of the organization, while exercising solid judgment and problem-solving skills
Ability to efficiently manage multiple projects/priorities, with strong time management skills, successful relation to both internal and external clients, flexibility with willingness to make decisions and ability to quickly adapt from one situation to the next.
Demonstrated ability to lead and manage others through influence and collaboration, including at the executive level.
Strong technical skills aptitude: Proficiency in MS Office programs (Word, and Excel).
Must possess and maintain a valid driver's license.
Ability to lift and move up to 20 pounds.
Must be able to operate a vehicle.
Must be willing to travel within and outside of Metra’s 6-county region.
Must be available to work flexible hours in the early morning, late afternoon, evenings, or weekends.

PHR or SPHR or SHRM-CP or SHRM-SCP certifications preferred
Metra is an Equal Opportunity/Affirmative Action Employer. It is our policy to fill vacant positions with qualified candidates without regard to race, color, sex, religion, national origin, age, gender identity, disability, or any protected categories, assuming an individual can perform the essential functions of the job with or without accommodation.