HR Service Center Manager

UGI Corporation; King of Prussia (Montgomery County); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player seeks a dynamic HR Service Center Manager to lead operations and enhance employee experience. This role involves overseeing a dedicated team, managing service delivery, and driving continuous improvement initiatives. With a focus on exceptional customer service and teamwork, you will be pivotal in shaping HR processes and ensuring alignment with organizational goals. If you are passionate about HR and ready to make a significant impact, this opportunity is perfect for you. Join a company that values its employees and offers a supportive and inclusive work environment.

Benefits

Medical, Vision, and Dental Plans

Work from home policy

401K with a generous company match

Tuition Reimbursement

Paid Maternity/Paternity Leave

Employee Assistance Program

Referral Bonuses

Employee Discount Programs

Qualifications

• 5+ years of experience in leading a Tier 1 HR Service Center.
• Bachelor's degree in HR or Business Administration preferred.

Responsibilities

• Oversee HR Service Center operations and staff management.
• Develop and maintain HR Knowledge Base and training materials.
• Monitor performance and improve service delivery through analytics.

Skills

Project Management

Analytical Skills

Problem-Solving

Interpersonal Skills

Communication Skills

Education

Bachelor's degree in Human Resources

Business Administration

Job description

Location: King Of Prussia, PA, United States, 19406

Company: UGI Corporation

Requisition Number: 25926

UGI Corporation (NYSE: UGI) is a holding company that distributes and markets energy products and services through our subsidiaries and the company’s common stock is a balanced growth and income investment. UGI Corporation has paid common dividends for more than 135 consecutive years.

In addition to a challenging career and competitive compensation, our employees enjoy:

Generous and Family-friendly Health & Welfare Benefits Including:

• Medical, Vision, and Dental Plans
• Optional Health Savings Account
• Optional Dependent Care Savings Account
• Paid Maternity/Paternity Leave
• Work from home policy
• Employee Assistance Program

Additional Benefits Include:

• 401K with a generous company match
• Tuition Reimbursement
• Assistance with Professional Credentialing
• Referral Bonuses
• Employee Discount Programs

The HR Service Center serves as the first point of contact to provide routine HR inquiries and transactional services to UGI’s domestic business units.

The HR Service Center Manager supervises staff and oversees day-to-day operations of the HR Service Center and Service Center staff to fully meet the needs of its customers, our employees. This position also maintains accountability for Service Center operational performance against goals and metrics. This role is responsible for the ongoing development and improvement of Service Center service delivery. Works with Site HR and Global Product Centers to identify key processes and transactions for integration into Service Center. This position also responds to escalations via verbal and written communications. The HR Service Center Manager will create and maintain an environment that promotes exceptional customer service, teamwork, accountability, and continuous improvement.

Duties and Responsibilities

Build and Continue to Refine HR Service Center

• Participates as a key member of HR Operations Optimization Project Team in setting strategy and direction for later phase Service Center implementation and Service Center operations. Prepares and executes appropriate plans for new and improved services or products and ensures that internal customers are satisfied. Establish KPIs that measure performance, drive accountability, and foster a great employee experience. Review business activities and make recommendations for and/or implement changes in procedures and systems for more effective processing of customer-reported service requests. Continuous assessment of HR Service Center against established SLAs and respond appropriately.
• Oversee staff (hire, motivate, and discipline); participate in the Employee Services Agent (ESA) recruitment process. Stay up-to-date on any policy/procedural changes and/or new regulations in order to answer Agent questions. Work with other departments to maintain consistent Customer Service standards. Handle customer escalations and customer satisfaction survey inquiries.
• Monitor agent performance via live dashboard, performance reports, and other metrics. Counsel, coach, and identify training opportunities to assist ESAs in meeting their goals. Provide valuable performance feedback and set goals/expectations with ESAs. Utilize satisfaction survey data to identify areas of improvement for ESAs. Write, deliver, and manage improvement plans when needed. Complete regular “side-by-sides” with ESAs to evaluate performance and provide real-time feedback, which will include monthly (or more frequent) meetings as a team or on a one-on-one basis. Identify training needs and develop staff in core functional and technical competencies (customer service, conflict resolution, communications, team skills, etc.).

Knowledge Management

• Partner with teams to create and maintain an efficient HR Knowledge Base including process documentation and desktop procedures by acting as a facilitator of knowledge management processes, interacting with SMEs to ensure accurate and up-to-date information is in the Knowledge Base. Develop and maintain appropriate learning materials and trainings for employees and HR to embed the use of HR Shared Services in day-to-day practices for all employees.

Stakeholder Management

• Identify opportunities for improvement and obtain sponsorship from key stakeholders and leaders by using analytics to support recommendations. Conduct ongoing process audit activities and customer feedback to identify opportunities for improvement. Establish routines to:
• Daily monitor cases approaching SLAs. Contact customers when cases are overdue and explain the reason.
• Weekly establish priorities and effectively communicate the impact of priorities to relevant stakeholders.
• Monthly customer, HR, and HR Ops teams cadences to understand service levels, needs, and drive priorities and align expectations. Including sharing operational reports and metrics on performance with the HR Operations Leadership team and other relevant stakeholder groups.

Knowledge, Skills and Abilities

• Ability to independently organize and manage multiple projects, while dealing concurrently with demands from other areas of the company.
• Ability to compile, interpret, and communicate research data to make sound conclusions and decisions.
• Strong problem-solving and analytical skills to drive root cause analysis and process redesign.
• Strong interpersonal and team-building skills.
• Ability to communicate verbally and in writing. Must have excellent communication skills to be able to interface between technical and non-technical personnel and assist in maintaining a high level of understanding between these different groups.

Education and Experience

• Bachelor’s degree in human resources or business administration is preferred.
• Minimum 5 years’ experience in leading a Tier 1 team HR Service Center.

All offers of employment are contingent upon the successful completion of a background check and drug screen, subject to applicable laws and regulations.

UGI Corporation is an Equal Opportunity Employer. The company maintains and observes employment policies that do not discriminate against any person because of race, color, sex, sexual orientation, gender identity, national origin, religion, disability, age, ancestry, and any other basis prohibited by federal, state, or local law. This applies to recruiting, hiring, training, compensation, overtime, job classifications, work assignments, promotions, demotions, layoffs, terminations, transfers, and all other conditions of employment.