Position Highlights:

In partnership with management and other leaders, the Supervisor will oversee daily operations and functions of the centralized Service Center. Responsibilities include supervising the HR Service Center specialist, assistants and HR Records specialists. Provides centralized human resource services spanning various HR areas. Ensures efficiency of service center operations, technology and transaction processes. Establishes standards and procedures for handling HR related questions, transactions, and administration of Human Resources programs. Collaborates with specialists embedded on various HR teams to ensure ServiceNow is used consistently across the entire department. Collaborates with the Human Resources Information Systems (HRIS) team, and Human Resources program managers and technology specialists. Identifies problems, troubleshoots and provides resolution of issues. Facilitates customer inquiry/issue trends to advise HR management of issues as they occur. Escalates issues once all immediate resources have been exhausted for timely resolution of issues and problems. Maintains a professional and courteous demeanor when dealing with team members, Faculty and all other customers. 

Responsibilities:

• Responsible for day to day management of the HR Service Center specialists and assistants to ensure customer service needs are met.
• Responsible for providing operational and technical leadership and support to the HR Service Center team which is accountable for ensuring all employees, leaders, physician and Human Resources team inquiries are accurately addressed in a professional, timely manner.
• Ensures all HR related inquiries from team members are acknowledged within the next business day. Follow up on escalated inquiries that require more complex research.
• Train Service Center staff and management on the use of HR systems (Lawson, Applicant Tracking System, other ERP systems), HR policies.
• Runs statistical reports of trends and volumes for planning of HR initiatives.
• Ensures staff is trained and uses an incident management system when entering cases. Works with the various teams across HR to ensure consistent use of incident management system. Becomes a solution expert for HR.
• Liaison with subject matter experts on knowledge base articles in the HR Service Delivery system and/or the intranet sites.
• Responsible for day to day HR records management to ensure quality, consistent and efficient recordkeeping is provided.
• Compliant with state, federal, and regulatory agencies; ensure team member records are filed and retained based on laws.

Minimum Experience Required

• Associates degree; PHR (or higher) certification will be considered in lieu of degree.
• Six (6) years of experience in Human Resources with broad scope of responsibility.

Minimum Skills/Specialized Training Required

• Knowledge of HR policies & procedures.
• Knowledge of a variety of Microsoft Office software.
• Able to recall Moffitt policies and procedures to disseminate that information to team members in a clear manner.
• Must have attention to detail and accuracy.
• Excellent judgment and discretion when dealing with sensitive issues.
• Excellent verbal and written communications skills; able to communicate clearly and effectively.
• Strong problem-solving skills, with ability to handle complex scenarios.
• Knowledge of Human Resources applications (Lawson or similar ERP system).
• Knowledge of incident-management applications (ServiceNow or similar).
• Excellent judgment and discretion when dealing with sensitive issues.
• Excellent communication skills and the ability to interact with all team members, management and stakeholders in a professional demeanor.
• Demonstrated ability to manage multiply tasks while maintaining accuracy and attention to detail.
• Must possess excellent customer service skills and ability to interact with various people groups.

Preferred Experience

• HR Shared Services/Service Center experience; supervisory or leadership experience in various areas (HR policies/laws, Benefits, Employee Relations and/or HRIS experience)
• Working knowledge and interpretation of Federal, State and Local regulatory environments impacting the employment relationship preferred.
• Demonstrated leadership skills; the ability to take the lead in making improvements and resolving issues.
• Personal integrity and an ability to work under stress in a fast-paced environment.
• Proficient in time management with superior prioritization skills.
• Self-motivator, quick thinker, proactive, and detail- and results-oriented.
• Demonstrated interpersonal, customer relations, and communication skills with the ability to use discretion when discussing confidential personnel or consumer-related issues.
• Demonstrated ability in successfully collaborating with multiple departments.
• Strong organizational and coordination skills.