HR Support Lead

Octapharma Plasma, Inc.; Charlotte (NC); On-site; USD 90,000 - 130,000; Full time

Job summary

Octapharma Plasma, Inc. is seeking an HR Operations Lead to oversee the outsourced HR Support Center in Charlotte.

You will ensure timely, accurate resolution of employee inquiries and serve as the primary escalation point for complex HR matters. Partnering with cross‑functional HR teams, you will streamline service delivery, monitor SLAs and metrics, and drive process improvements to enhance efficiency and employee experience.

Qualifications

• Bachelor's degree in HR or related field, or equivalent experience.
• Minimum of three years of cross-functional HR experience.
• Experience in HR operations or shared services.
• Knowledge of HR policies and compliance.

Responsibilities

• Oversee day-to-day operations of outsourced HR Support Center.
• Escalation owner for complex HR issues and service delivery.
• Monitor SLAs, resolution time, and quality scores.
• Identify and implement process improvements based on data.

Skills

Cross-functional HR

Process improvement

Analytics

Stakeholder management

Communication

Education

Bachelor's degree in HR

Job description

Job Summary

The HR Operations Lead is responsible for managing and overseeing the day-to-day operations of the outsourced HR Support Center. This role ensures the timely, accurate, and high-quality resolution of employee inquiries while serving as the primary escalation point for complex HR matters. The HR Operations Lead partners closely with cross-functional HR teams to streamline service delivery, enhance operational efficiency, and improve the overall employee experience.

Essential Functions

• Oversee daily operations of the outsourced HR Support Center to ensure consistent, accurate, and timely resolution of employee inquiries.
• Serve as the primary point of contact and operational owner for assigned HR Operations processes and services supported by the HR Support Center.
• Act as the escalation point for complex HR issues and service delivery concerns, ensuring appropriate resolution and follow‑through.
• Monitor service delivery metrics, including service level agreements (SLAs), resolution time, and quality scores, to assess performance and identify improvement opportunities.
• Implement process improvements to enhance efficiency, service quality, and employee satisfaction.
• Provide operational insights and recommendations based on data analysis, trends, and employee feedback.
• Maintain governance over HR Operations processes by reviewing workflows, monitoring controls, and ensuring consistent application across the employee population.
• Participate on cross‑functional HR work teams to support initiatives, system enhancements, and continuous improvement efforts.

Minimum Requirements

• Bachelors degree in Human Resources, Business Administration, or a related field, or equivalent experience preferred.
• Minimum of three (3) years of cross‑functional HR experience required.
• Experience in HR operations, shared services, or HR Support Center environments required.
• Working knowledge of HR policies, employee programs, and compliance requirements.
• Demonstrated ability to manage service delivery metrics and lead process improvement initiatives.

Required Certifications, Licenses, And Registrations

• None required
• Professional HR certification (e.g., PHR, SHRM‑CP) preferred

Knowledge, Skills, And Abilities

• Knowledge of HR operations, shared services, and outsourced support center models, including policies, employee programs, and compliance requirements.
• Ability to oversee and ensure consistent execution of end‑to‑end HR Operations processes while maintaining operational governance and controls.
• Strong analytical and problem‑solving skills, including the ability to monitor service metrics, identify trends, and implement process improvements.
• Effective communication and stakeholder management skills to partner cross‑functionally and serve as an escalation point for complex HR issues.
• Ability to exercise sound judgment, maintain confidentiality, and manage multiple priorities in a fast‑paced operational environment.

Physical Requirements

• Position works in-office at the corporate location
• Ability to sit for extended periods of time
• Ability to use a computer and other office equipment
• Ability to occasionally lift and carry up to 20 pounds
• Ability to reach, bend, and stoop as necessary
• Ability to communicate effectively, both verbally and in writing
• Ability to focus and concentrate on tasks for extended periods
• Ability to navigate the office environment safely, including stairs and elevators
• Ability to use assistive devices if needed for mobility or communication