HR Service Center Compliance Manager

Waste Management Inc.; Houston (TX); Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical, Dental, Vision insurance

Stock Purchase Plan

401K Company match

Paid Vacation, Holidays, Personal Days

Job summary

A leading waste management company in Houston is seeking an HR Service Center Manager to oversee compliance services and Tier 2 support operations. This role requires a Bachelor's degree and 5 years of HR or compliance experience. Responsibilities include managing wage-related inquiries, ensuring service excellence, and supporting HR frameworks. The position offers a hybrid work environment and a comprehensive benefits package, including health insurance and a 401K plan.

Qualifications

• 5 years of related experience in HR or compliance.
• Experience with service culture transformation and team development.
• Strong knowledge of HR operating models and shared services.

Responsibilities

• Oversee Tier 2 support for wage and hour matters.
• Manage prevailing wage operational support and timekeeping administration.
• Collaborate with Payroll and HR Business Partners to resolve escalations.

Skills

Process improvement methodologies (Lean, Six Sigma)

Data analysis (Excel, Power BI)

Customer service

Communication skills

Collaboration

Education

Bachelor's Degree in business or human resources

High School Diploma or G.E.D

Tools

ServiceNow

Oracle HCM

UKG

Job description

Job Summary

As WM accelerates its HR transformation to sustain market leadership, the HR Service Center Manager, Compliance serves as a key leader in advancing Tier 2 governance, strengthening operational discipline, and elevating the overall service experience. This role is accountable for ensuring compliance‑related work is delivered with precision, consistency, and integrity, in alignment with internal policy, regulatory obligations, and defined service standards—while reinforcing a culture of empathy, accountability, and ownership. In close partnership with Payroll, HR Business Partners, Legal, Compensation, and enterprise HR Operations, the Manager drives standardization, escalation resolution, control effectiveness, and continuous improvement across compliance services.

Duties and Responsibilities

• Oversee Tier 2 support for wage and hour matters, including review and resolution of pay‑related inquiries and escalations.
• Manage prevailing wage operational support, including coordination of required data, documentation, and process adherence.
• Lead governance and oversight for timekeeping administration, edits, approvals, and issue resolution in partnership with Payroll and operational stakeholders.
• Monitor compliance‑related cases of trends, recurring risks, and breakdowns in process execution.
• Manage workload distribution, escalations, service levels, and quality of work across compliance‑related processes.
• Provide coaching, direction, and performance management for team members supporting complex casework.
• Ensure a high standard of customer service while balancing risk mitigation, control, and policy adherence.
• Collaborate with Legal and Employee Relations on higher‑risk or sensitive compliance matters.
• Work with HRBPs and business leaders to resolve escalated issues requiring operational and policy expertise.
• Drive HR compliance, regulatory frameworks, and data privacy practices (e.g., GDPR, HIPAA).
• Support alignment across Tier 1, Tier 2, and partner teams to ensure clear routing and appropriate escalation of work.
• Contribute to the broader HR Service Center operating model, governance routines, and performance reporting.
• Provide expertise and knowledge of wage and hour practices, timekeeping processes, employment verification, and HR operational controls.
• Support ServiceNow, Oracle HCM, UKG, or other HR case‑management and timekeeping systems.
• Other ancillary duties may be assigned.

Qualifications

• Education and Experience
• Bachelor’s Degree (accredited) in business, human resources, or related discipline.
• High School Diploma or G.E.D (accredited) with four years of relevant experience.
• 5 years of related experience (in addition to the education requirement).
• Preferred Qualifications
• Lean Six Sigma body of knowledge.
• Certified Customer Service Professional (CCSP).
• Expertise in process improvement methodologies such as Lean, Six Sigma, or Business Process Reengineering (BPR).
• Strong understanding of HR operating models, shared services, and service delivery frameworks.
• Strong data analysis skills with the ability to interpret trends, identify root causes, and support data‑driven decision‑making (Excel, Power BI, or similar tools).
• Strong skills in service culture transformation, team development, and change management.
• Excellent communication, collaboration, and stakeholder management abilities.

Supervisory Responsibilities

• Directly manages a team of HR Service Associates.

Work Environment

Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Frequently: Repetitive Motions, Eye/Hand/Foot Coordination. Constantly: Sitting, Talking, Hearing. Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc. Designation: Hybrid Mode – Houston, TX.

Benefits

At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short‑Term Disability. The package also includes a Stock Purchase Plan, Company match on 401K, and more! Employees receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.