Summary

The People Services & Support Supervisor (Concierge Services) is responsible for supporting, promoting, and enhancing employee experience through effective management of the Concierge Services Support team as part of the broader People Services & Support function. This role partners closely with employees, managers, and People team members to ensure consistent and effective delivery of People Services & Support across the employee journey.

Responsibilities

• Team Leadership: Act as direct supervisor of People Support Center Concierge Services team (at least three direct reports spanning across various locations) including team guidance, performance management/development, and escalations

• Oversight: Lead the Concierge Services team, which acts as the primary point of contact for employee, manager, and People Team inquiries from across the organization pertaining to a variety of HR topics in the employee life cycle including but not limited to health & wellness, time off / leaves of absence, policies/procedures, personal information management, and broader people programs and initiatives, etc. Proactively address and resolve employee issues or concerns, direct to resources/self-service tools, or escalate to Tier 2 support as applicable.

• Ticket Management & Insights: Through mailbox/ticketing system, oversee triage of Tier 1 People team tickets. Measure and evaluate performance through SLAs and team member satisfaction surveys. Identify opportunities to streamline and simplify processes through simplification and/or automation.

• Process Management: Oversee centralized People Team processes as People Services & Support function grows and evolves such as Leave of Absence Administration, Data Management, and/or Employee Life Cycle support as assigned

Requirements

• Bachelor’s Degree or equivalent experience required

• Minimum of 5 years experience in Human Resources performing employee life cycle processes

• Minimum two years supervisorial experience

• Experience working in a centralized HR Service Delivery structure or equivalent using ticket management tools to manage work, assess insights, and create action plans for improvements

• Strong interpersonal and communication skills with the ability to build effective relationships across all levels of the organization.

• Strong Microsoft Office Suite Skills including Word, Excel and PowerPoint. Ability to perform Lookup functions & pivot tables

• Strong Project and Time Management skills in managing projects and programs timely and effectively.

• Demonstrated ability to manage multiple priorities and projects in a dynamic environment.

• Strong problem-solving skills and a proactive approach to process improvement.

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