HR Services Supervisor

Jobtailor; Pella (IA); On-site; USD 52,000 - 78,000; Full time

Job summary

Jobtailor is seeking an HR Service Coordinator team lead to drive high-quality support and service delivery. You will train staff, monitor workloads, and ensure timely escalation handling across HR inquiries for employees and managers.

The role emphasizes process improvement, policy adherence, and close collaboration with HR COEs, Payroll, Benefits, HRIS, Legal, and business leaders.

Qualifications

• Bachelor's degree or equivalent experience plus 3–5 years HR experience preferred.
• Experience leading a HR Shared Service or business service operations team is a plus.
• PHR, SPHR or CEBS coursework is beneficial.
• Proficiency with Microsoft Office and web-based applications.

Responsibilities

• Build and maintain a positive work environment while training the HR Service Coordinator team.
• Lead daily service delivery operations and monitor workload, levels, quality, and escalations.
• Use trends and feedback to improve processes and the employee/manager experience.
• Serve as a working manager and escalation point for complex HR issues.
• Develop training materials to ensure consistent HR policy guidance.

Skills

HR leadership

Service management

Microsoft Office

HCM systems

Oracle HCM

ServiceNow

telephony

knowledge base

case management

Education

Bachelor's degree

PHR

SPHR

CEBS coursework

Tools

Oracle HCM

ServiceNow

HCM systems

Web-based applications

Job description

Responsibilities

• Build and maintain a positive work environment while training and developing the HR Service Coordinator team, strengthening HR knowledge, and delivering high-quality customer service.
• Lead daily service delivery operations by monitoring workload distribution, service levels, case quality, and escalation management to ensure timely and accurate support.
• Use service trends, reporting, and team feedback to identify root causes, improve processes, and enhance the employee and manager experience.
• Act as a working manager, handling HR case inquiries and serving as an escalation point for complex issues.
• Develop communication and training materials to ensure timely, consistent, and accurate guidance aligned with HR policies.
• Inspire a shared vision to empower and motivate the team.
• Using established protocols and tiered escalation, ensure timely response to issues and requests from HR, employees, and managers.
• Maintain and improve operations by tracking trends of incoming inquiries to identify/resolve issues, support continuous improvement, and ensure high service levels.
• Maintain accurate and confidential employee records and data.
• Identify opportunities for process improvement and additional automation to enhance operational efficiency.
• Prepare performance reports by collecting, analyzing, and summarizing data and trends.
• Partner closely with HR COEs, Payroll, Benefits, HRIS, Legal, and business leaders to resolve complex issues and ensure aligned execution of HR processes.
• Stay attuned to team member concerns and engagement across the company and raise awareness with manager.

Requirements

• Bachelor's degree (B. A.) from four-year college or university; or three to five years HR or business-related experience and/or training; or equivalent combination of education and experience.
• Experience leading a HR Shared Service or business service operations team utilizing service management principles is preferred.
• PHR/SPHR and/or CEBS coursework is beneficial.
• Efficient with Microsoft Office including Excel, Word, PowerPoint and OneNote and web-based applications.
• Oracle HCM and Service Now experience is beneficial.
• Experience with knowledge base, telephony, case management, and HCM systems is a plus.

Certifications & Qualifications

• Bachelor's degree
• PHR
• SPHR
• CEBS coursework