Hybrid HR Support Center Lead – Global Coaching

McKesson; Irving (TX); On-site; USD 62,000 - 104,000; Full time

Job summary

McKesson seeks an HR Support Center Team Lead, Sr. Associate to oversee daily HR Support Center operations and elevated inquiries across regions. You will coach representatives, manage escalations, and ensure high-quality HR service delivery while aligning with global standards.

The role requires a global mindset, strong communication, and expertise in HR systems such as ServiceNow, ADP, and Workday. Onsite in the US with cross-regional collaboration.

Qualifications

• Bachelor’s degree or related equivalent experience.
• 3–4 years of human resources experience.
• Global mindset and cross-cultural communication.
• Advanced case investigation and root-cause analysis.
• Policy interpretation and risk recognition.
• Coaching and facilitation.
• Quality calibration and trend analysis.
• Knowledge management and content governance.
• Process improvement and change adoption.
• Digital fluency with case-management, knowledge, chat, and AI-enabled tools.
• Leadership through influence.
• Ability to manage competing regional priorities and stakeholder expectations.
• Conflict management.
• Business acumen.
• HR service-delivery across multiple regions, processes, systems, and channels.
• Ability to resolve complex or ambiguous issues independently.
• Judgment beyond routine procedures with risk awareness.
• Escalation, coaching, and decision-support for representatives.
• Identifies patterns and recommends improvements to knowledge, process, quality, or training.
• Influences service consistency and adoption of digital ways of working.
• HR Technology navigation (ServiceNow, ADP, Workday).

Responsibilities

• Global Representative Support and Coaching: provide real-time guidance and coaching.
• Global Complex Case and Escalation Ownership: manage escalations end-to-end.
• Global Service Operations: manage channel scheduling and queues; support ServiceNow processes.
• Quality and Service Consistency: lead calibrations and provide targeted training.
• Digital Enablement and Change Leadership: advocate for digital tools and new ways of working.
• Customer Focus: ensure high-quality, empathetic employee support.

Skills

Global mindset

Cross-cultural communication

Root-cause analysis

Policy interpretation

Coaching & facilitation

Quality calibration

Knowledge management

Process improvement

Digital fluency

Leadership through influence

HR technology navigation

Prioritization

Education

Bachelor’s degree or related equivalent experience

Tools

ServiceNow

ADP

Workday

Job description

McKesson seeks an HR Support Center Team Lead, Sr. Associate to oversee daily HR Support Center operations and elevated inquiries across regions. You will coach representatives, manage escalations, and ensure high-quality HR service delivery while aligning with global standards.

The role requires a global mindset, strong communication, and expertise in HR systems such as ServiceNow, ADP, and Workday. Onsite in the US with cross-regional collaboration.