HR Services Supervisor

Pella Corporation; Pella (IA); On-site; USD 65,000 - 90,000; Full time

Job summary

Pella Corporation is seeking an HR Services Supervisor to lead a team of HR Service Coordinators, delivering high-touch support across HR transactions and services. The role focuses on improving efficiency, employee experience, and engagement while maintaining confidential records and data.

The supervisor will partner with HR COEs, Payroll, Benefits, HRIS, and Legal to resolve complex issues and ensure aligned execution of HR processes.

Qualifications

• Bachelor's degree or equivalent; 3–5 years HR or business-related experience preferred.
• Experience leading a HR Shared Service or business service operations team using service management principles preferred.

Responsibilities

• Lead and develop the HR Service Coordinator team to deliver high-quality customer service.
• Oversee daily service delivery, monitor workload, service levels, case quality, and escalations.
• Identify process improvements using trends and data; collaborate with HR COEs and Payroll to resolve issues.
• Act as a working manager, handling HR inquiries and escalation of complex issues.
• Develop training materials and communication plans to ensure consistent HR guidance.

Skills

Leadership

Customer service

Process improvement

Data analysis

Team management

Training

Education

Bachelor's degree from four-year college or university

Tools

Microsoft Excel

Oracle HCM

ServiceNow

Job description

At Pella Corporation, the HR Services Supervisor is responsible for providing leadership to the HR Service Coordinator team that supports HR Services foundations, related processes, and systems to enhance efficiency across HR transactions and services. This role enhances team member experience and engagement by delivering high-touch moments with excellence and a strong service focus.

ESSENTIAL DUTIES AND 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.

SUPERVISORY RESPONSIBILITIES

• Directly supervises 7+ HR Service Delivery team members.
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• Responsibilities include:
• Interviewing, hiring, and training employees.
• Managing time and prioritizing work through planning, assigning, and directing work.
• Appraising performance, rewarding, and disciplining employees.
• Addressing complaints and resolving problems.
• Coaching and development planning, skill-building, performance standards and accountability are also crucial to this role.

EDUCATION AND/OR EXPERIENCE

• 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.

CERTIFICATES, LICENSES, REGISTRATIONS

• PHR/SPHR and/or CEBS coursework is beneficial.

COMPUTER SKILLS

• 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.