Supv, HR Solutions & Services

TEP Tucson Electric Power Company; Tucson (AZ); On-site; USD 85,000 - 110,000; Full time

Job summary

Tucson Electric Power is seeking a HR Solutions & Services Supervisor to lead the HR Solutions Center team in delivering high-quality HR support to employees and external stakeholders. You will collaborate with HRBPs and COEs to design, implement, and maintain HR processes and service levels.

The role requires strong leadership, project management, and expertise in HRIS tools such as Workday, with a focus on improving the employee experience and HR operational excellence.

Qualifications

• Bachelor's degree in Project Management, Business Management, Human Resources or related disciplines with a minimum of 5 years in related experience or an equivalent combination of education and experience.
• Demonstrated leadership skill with a minimum of 4 years of supervisory/leadership experience.
• Knowledge of HR processes and technologies, including standards for service delivery.

Responsibilities

• Lead HR Solutions Center (HRSC) to deliver responsive HR services to employees and stakeholders.
• Develop, coordinate, and improve HR programs, processes, and services.
• Coach and develop HR Solutions Partners; manage workflow and ticket resolution in HR systems.

Skills

Leadership

Project management

HR policies

Workday

Education

Bachelor's degree in related disciplines

Tools

Workday

ServiceNow

Job description

Position Overview

We are looking for talented individuals who are passionate about making an impact in the company and the community.

The Human Resources (HR) Solutions & Services Supervisor is responsible for overseeing and managing HR assistance provided by the HR Solutions Center (HRSC) to deliver exceptional service to internal customers and external stakeholders. The Supervisor leads a team of HR Solutions Partners to respond to inquiries, develop solutions, implement special projects, and plan, document, and coordinate HR programs, processes and services. This role oversees and participates in day‑to‑day transactional, coordination and project activities, guiding the team in contributing to a positive employee experience as a key contributor to the HR department’s brand and the Company’s employee value proposition.

Position-Related Responsibilities

As the leader of the HR Solutions Center (HRSC), a unique and critical function within the HR operating model, the HR Solutions & Services Supervisor collaborates extensively with HR Business Partners (HRBPs) and HR Centers of Expertise (COEs) to develop HR solutions and focus on creating a positive employee experience.

The Supervisor develops and implements internal procedures and protocols to guide the team as the first point of contact for HR questions from employees, leaders and external stakeholders via electronic communications, phone, and in-person requests. The team is coached to use knowledge of HR services and resources to deliver exceptional, professional, efficient, and friendly service. The Supervisor provides leadership and development of the HR Solutions & Services team through effective direction, delegation, coaching, and performance management to ensure achievement of required performance standards and continuous improvement.

The Supervisor trains the HRSC to manage process flow and resolution of HR service tickets in Workday (or other workflow management system), educates and coaches HR teams and employees in using standard HR processes and technologies. In partnership with the HR Operations Manager, the Supervisor designs and implements service level agreements for services provided by the HRSC and assists in educating HRSC, HRBP and HR COE team members about respective accountabilities to align with these expectations.

The Supervisor supervises daily activities and workload of the team, ensuring accuracy and timely resolution of all incoming inquiries and tickets, regularly monitoring team performance by tracking and using data, and managing according to service level agreements.

The Supervisor ensures the effective and efficient maintenance, administration, and delivery of HR operational activities, transactions, and services in support of HR programs, processes and projects and may also participate in these activities as a member of the team.

The Supervisor consults with HR COEs and HRBPs to recommend process improvements that will contribute to more efficient HR work practices and demonstrates proficiency as a subject matter expert for operational aspects of HR processes.

The Supervisor researches, evaluates options, and identifies resources in response to requests that support defined HR requests and objectives, including identifying internal subject matter experts and external business partners and/or recommending use of vendors and products.

The Supervisor trains and leads the team through issue resolution processes, including root cause analysis and issue and workload prioritization, and coordinates and leads team meetings with agenda generation and tracking of action items for follow‑up.

The Supervisor handles highly confidential and sensitive information with care, uses independent judgment to plan, prioritize, and organize a diversified workload, and tracks, reports, and utilizes technology.

The Supervisor understands and effectively utilizes HR information systems to obtain, store, and analyze pertinent data and information within the parameters of job responsibilities; leverages current technology and tools to their fullest, ensures accuracy and consistency of data inputs, identifies key performance indicators (KPIs) and metrics for the HRSC and uses data to track performance, provides regular progress reports to leadership, and takes action to address gaps. The Supervisor also assists in the design and development of the HRIS and other HR technologies/software, participating in HR technology/system design, testing, upgrade, and/or enhancement.

Team Contribution & Collaboration

The Supervisor performs personal administrative tasks (e.g., travel arrangements, pro cards, expense reports), calendaring, vendor management, and assigned administrative responsibilities, and contributes to the design, development, documentation, and continuous improvement of HR Operations and HR processes and procedures, adhering to approved processes and quality standards.

The Supervisor leads or assists with HR Operations and enterprise HR initiatives, programs, processes, and special projects, as assigned, and performs other duties as assigned. This position may provide services to affiliates of the Company subject to the UNS Energy Code of Conduct and the related Policies and Procedures.

Management Responsibilities

The Supervisor ensures Company’s management principles, policies and programs are consistently practiced, supports the affirmative action plan, assumes fiduciary responsibility for operating the business, and provides recommendations on cost improvement measures.

The Supervisor ensures that the Performance Management program is administered uniformly and effectively, complies with and administers the terms and conditions of Collective Bargaining Agreements (when applicable), and administers personnel functions, including recruiting, reviewing and approving job descriptions and salary classifications, and selecting and placing personnel.

The Supervisor participates in hiring, promoting, assigning, directing, and terminating staff, ensures compliance with all applicable local, state and federal laws, regulations and standards, company policies, practices and ethical obligations, investigates, evaluates, and recommends appropriate resolution to employee complaints, promotes and participates in professional development and career planning of team members, motivates, recognizes, rewards, coaches, advises, and trains, provides feedback during performance reviews, and participates in Leadership Development programs.

The Supervisor addresses disciplinary and/or performance issues according to company policy, communicates effectively with employees regarding corrective action, has input into the adjustment of grievances and administration of discipline, plans day-to-day operations, estimates personnel needs and schedules, and assigns work. The Supervisor evaluates the structure and team plan for continual improvement of efficiency and effectiveness of the group.

Knowledge, Skills & Abilities

Equivalent combination of education and experience will be considered. Bachelor’s degree in Project Management, Business Management, Human Resources or related disciplines with a minimum of 5 years in related experience or an equivalent combination of education and experience. Demonstrated leadership skill and ability with a minimum of 4 years of supervisory/leadership experience.

Knowledge of developing projects and programs to achieve HR strategic objectives and compliance with employment laws and policies. Demonstrated ability to communicate effectively with diverse groups across functional lines, possess strong interpersonal skills to handle sensitive and confidential situations, and maintain poise, tact, and diplomacy to deliver exceptional customer service.

Knowledge and demonstrated ability of advanced levels of Microsoft Office (Word, Excel, Outlook, PowerPoint) and relational databases (Workday and/or ServiceNow preferred). Ability to follow through on projects using independent judgment, analytical skills, and delegation support by leading others. Excellent organizational skills, flexibility to handle multiple projects and prioritize assignments in a changing environment, and demonstrated ability in managing relationships and creative problem solving.