HR Service Center Supervisor

Bright Horizons Children's Centers; Newton (MA); Remote; USD 60,000 - 70,000; Full time

Job summary

An established industry player is seeking a dynamic HR Service Center Manager to lead a dedicated team in providing exceptional HR support. In this remote role, you will supervise a team of coordinators, ensuring efficient operations and high-quality customer service. Your leadership will drive performance management, training, and continuous improvement initiatives, fostering a positive work environment aligned with company values. If you possess strong interpersonal skills and a passion for HR, this opportunity offers a chance to make a significant impact in a supportive and energetic culture.

Benefits

Health Insurance

Dental Insurance

401K

Paid Time Off

Holidays

Qualifications

• Bachelor's degree in HR or related field preferred.
• 3+ years of HR experience required, management experience preferred.

Responsibilities

• Supervise HR Service Center team, ensuring accountability and performance.
• Serve as liaison for complex employee concerns, driving process improvements.

Skills

Interpersonal Skills

Customer Service

Effective Communication

Problem-Solving

Time Management

Education

Bachelor's Degree in Human Resources

1-2 years of equivalent HR experience

Tools

Microsoft Office Suite

Workday

CSOD

Workforce Solutions

Job description

Supervises a team of HR Service Center Coordinators and/or Specialists responsible for administration and customer support related to end-to-end HR policies and procedures. Ensures the efficient operation of their team.

Essential Functions/Responsibilities

Supervisory

• Provide management and direction for the team, driving accountability. Responsible for performance management, hiring, compensation, and team development.

• Monitor ticket volume, backlog, and Workday tasks; distribute work to maintain SLA compliance.

• Orient, train, and coach new team members.

• Ensure high-quality customer service, providing guidance and feedback.

• Manage team schedules for adequate coverage.

• Follow-up with dissatisfied customers to address concerns and improve processes.

Customer Service

• Serve as the main liaison between COEs, Payroll, HRIS, and as the escalation point for complex employee concerns.

• Investigate issues, identify root causes, and suggest process improvements.

• Update HR Service Center documentation to improve responsiveness.

• Ensure team maintains service standards and accountability.

System/Transactional Support

• Perform complex administrative transactions, participate in workflows, audits, and data maintenance.

• Proactively generate reports, track cases, and analyze data for stakeholders.

• Troubleshoot and guide stakeholders on HR system processes.

• Prepare documentation, job aids, and communications for internal and external stakeholders.

• Lead training for new employees on HR policies and procedures.

• Partner with HR Manager to ensure case management tools are effective and updated.

Process

• Ensure accurate documentation of interactions in case management tools.

• Maintain and improve knowledge management resources.

• Lead continuous improvement initiatives and workshops.

• Design and deliver analytics to measure service quality and HR impact.

• Support transition of new responsibilities to the HR Service Center.

• Maintain accuracy of the Service Center Catalog.

Team/Culture

• Ensure adherence to Bright Horizons policies and fair treatment of employees.

• Share knowledge and best practices across the Service Center.

• Promote a positive and energetic work environment aligned with company values.

• Perform other responsibilities as assigned.

Decision Making

• Exercise discretion and independent judgment on significant matters.

Job Requirements - Education/Experience

• Bachelor's Degree in Human Resources, Communications, Business, or related field preferred, or 1-2 years of equivalent HR experience.

• At least 3 years of HR experience required; management experience preferred.

• Customer service experience preferred.

Additional Job Requirements

• Strong interpersonal and customer service skills.

• Effective communication skills, both oral and written.

• Patience, empathy, and positivity.

• Problem-solving skills.

• Ability to multitask, prioritize, and manage time effectively.

• Proficiency in Microsoft Office Suite.

• Knowledge of SaaS HR systems (Workday, CSOD, Workforce Solutions) preferred.

• Bi-lingual skills helpful but not required.

This is a remote exempt role with a salary range of $60,000-$70,000 annually, including health, dental, 401K, paid time off, and holidays.