Supervisor, HR Service Center

Abbott; United States; On-site; USD 78,000 - 156,000; Full time

Job summary

Abbott is seeking a Supervisor for the HR Service Center in Abbott Park, IL, to lead daily operations, manage real-time workloads, and ensure superior customer satisfaction. You will collaborate with global HR colleagues, drive performance against KPIs, and mentor a team, maintaining a high standard of service and compliance in a dynamic shared services environment.

The role emphasizes servant leadership, proactive problem solving, and cross-functional partnership with HR, Payroll, ER, and

Qualifications

• Bachelor’s degree preferred with 5 years relevant work experience, or 10 years of relevant work experience without a college degree.
• Experience leading a team of 5+ is desirable.
• English proficiency; Spanish or French preferred.
• Strong leadership, communication, and problem-solving skills.

Responsibilities

• Drive optimal Customer Satisfaction; focus on excellence in HRSC activities.
• Promote satisfaction of the SC customers aligned to GHRS vision.
• Drive adoption of the GHRS concierge model.
• Establish daily staffing schedules and monitor real-time workloads against forecast.
• Collaborate across a global network of service centers and GHRS peers.
• Conduct Quality Reviews and identify process gaps; gather VOC feedback.
• Ensure compliance training attendance and recertifications; manage terminologies.
• Attract and develop talent; ensure timely onboarding and 90-day milestones; coach underperformers.
• Retain team through engagement initiatives and recognition.
• Identify process improvements to boost efficiency and customer satisfaction.
• Manage escalations and stakeholder relationships within the GHRS network.
• Participate in GHRS projects and system duties including scheduling tools.

Skills

Leadership

Operations management

Customer service

Coaching

Time management

Education

Bachelor's degree

Job description

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 122,000 colleagues serve people in more than 160 countries.

JOB DESCRIPTION

Working at Abbott At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to: Career development with an international company where you can grow the career you dream of. Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year. An excellent retirement savings plan with high employer contribution Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree. A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune. A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

The Opportunity This position works out of our Abbott Park, IL location within the CHR Corporate Human Resources division. This is an onsite position. The Supervisor of the HR Service Center will drive optimal customer satisfaction and directly supervise the day-to-day activities of the HR Service Center team in regional area assigned. The role is also responsible for hiring, developing, rewarding, and conducting performance management activities. Responsible for all incoming real time and queued workloads, make intra-day adjustments against forecasts, service level goals, planned activities and meetings, and other KPIs. Set expectations and hold team members accountable for highest levels of customer satisfaction stablished. Collaborate in a global network of HR colleagues with numerous stakeholders in a matrix structure. This role is empowered to surpass expectations by collaborating, anticipating, driving to resolution, and serving with care, compassion, and confidence. This role takes ownership of the customer experience and must maintain composure in difficult situations. The incumbent must demonstrate servant leadership by doing “what is right” for Abbott, our stakeholders, and the team which he/she leads. Incumbent will also be accountable for striving to exceed the needs of our customers and must demonstrate decisiveness and anticipatory problem solving. Participate in GHRS Projects on behalf of the Service Center. The work hours will be 10.00 am - 7.00 pm and will require some flexibility based on business needs.

What You'll Work On

• Drives optimal Customer Satisfaction; focus on excellence in HRSC activities.
• Promotes the satisfaction of the SC customers (Abbott employees and managers) of the organization aligned to Global HR Services (GHRS) vision and Pillars.
• Also Drives the adoption of the GHRS concierge model.
• Operational Excellence: Floor Operations: Establish daily staffing schedules; monitor real time (phone and chat) and queued workloads (emails, forms, contracts, off-boarding checklist) against forecast; react to changes in business conditions including inbound work volumes, available staffing, and escalated work; monitors daily service levels.
• Collaboration: Shares workload across a global network of service centers and GHRS peers in a matrixed structure; trusted partner of managers and HR in the region Coach associates/ specialist to troubleshoot and resolves customer escalations by partnering with Service Center Colleagues, others GHRS colleagues or Practice Centers, BHR, Payroll, ER and/or Legal.
• Conduct Quality Reviews through utilizing monitoring tools to assess the work efficiency and handling of the customers inquiries.
• Identifies process and service gaps, roadblocks to quality customer service and gathers and disseminates voice of the customer feedback.
• Adherence to Compliance: Promote a compliance team mindset. Assures team members trainings attendance and recertifications per established guidelines, raises red flags, manages late terminations globally.
• Talent Management: Attract: Work closely with TA recruiting team) to guarantee the timely sourcing and hiring. Develop: Ensure Onboarding is executed timely and in alignment to GHRS standards that includes meeting the 90-day timeline milestones. Additionally, ensure ongoing training needs are met to support the business needs. Applies regular coaching and feedback to enhance their skills and competencies. Also manage underperforming employees and mentor high performing talent accordingly.
• Retain: Execute all engagement initiatives to generate a Healthy and positive environment. Also promotes diversity, encourage individuals to drive their careers, recognizing and rewarding their teams for their contributions.
• Continues Improvement: listen, gather, and identify process improvement opportunities to address customer needs and drive internal process efficiencies.
• Stakeholder Management: Manage its teams scalations using the GHRS matrix, collaboration, leveraging the HR global Network.
• GHRS Projects: Participate in the development and implementation of GHRS key projects on behalf of the SC.
• System Adm.Duties: Manages Work scheduling tools (SAM, others), Time entry and Time Off requests, tracking team daily attendance, apply interventions and assures appropriate workforce adjustments to meet the coverage needs. Ensures offboarding tasks completed timely.

Required Qualifications

• Bachelor’s degree preferred with 5 years of relevant work experience, or 10 years of relevant work experience without a college degree.

Preferred Qualifications

• Highly desirable to have minimum 3 years leading others. Relevant work experience in a shared service center or contact center with supervision of 5 or more employees.

Languages

• Proficiency in English (spoken and written), Spanish or French preferred, Excellent telephone, written and verbal communications skills necessary.

Competencies Needed

• Leadership Skills, Resourceful, Communications at all levels, Collaboration, Coaching, Cultural Awareness, Problem Solving, Time Management, Prioritization, Relationship Builder, Multitasker, Emotional Intelligence, Empathy, Attention to detail, managed ambiguity, Analytical thinking.

The base pay for this position is $78,000.00 – $156,000.00 In specific locations, the pay range may vary from the range posted.

JOB FAMILY: HR Operations DIVISION: CHR Corporate Human Resources LOCATION: United States > Abbott Park : AP52 ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: Yes, 5 % of the Time MEDICAL SURVEILLANCE: No SIGNIFICANT WORK ACTIVITIES: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)

Abbott is an Equal Opportunity Employer, committed to employee diversity.

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf

Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health. The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges. We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.