Temp HR Service Center Operations Manager

Regeneron; Village of Tarrytown (NY); Sur place; USD 100 000 - 130 000; Plein temps

Résumé du poste

A global pharmaceutical company located in Tarrytown, NY is seeking an experienced HR Service Center Operations Manager. This role involves leading HR service governance, ensuring compliance, and driving strategic enhancements to service delivery. The ideal candidate should possess a Bachelor's degree in Human Resources or a related field and have at least 10 years of direct customer service experience. This position will play a pivotal role in maintaining high-quality service performance across the HR ecosystem.

Qualifications

• Minimum of a Bachelor's degree in Human Resources, I/O Psychology, Labor & Employment Relations or other relevant field.
• 10 years of progressive experience in a direct customer service position.

Responsabilités

• Owning and maintaining service governance for the HR4U Service Center.
• Leading SLA/OLA design and strategy for operational capacity.
• Maintaining governance standards and enterprise escalation matrix.
• Partnering with HR Tech to ensure scalable service performance.
• Conducting root-cause analysis for performance remediation.

Connaissances

Customer service experience

Human Resources knowledge

Formation

Bachelor's degree in Human Resources or related field

Description du poste

HR Service Center Operations Manager- R46374

Position Description

As an HR Service Center Operations Manager, you will be responsible for the HR4U Service Center’s strategic engine, setting and governing the standards that enable HR4U to deliver a predictable, compliant, and scalable enterprise, service experience for employees across the globe.

Roles Responsibilities

• Owning and maintaining service governance, including decision rights ensuring clear purpose and defined business rules.
• Leading SLA/OLA design and strategy, ensuring alignment with business expectations, risk controls, and operational capacity.
• Maintaining governance standards including catalog/routing/task design, risk controls, and the enterprise escalation matrix.
• Establishing and enforcing frameworks that support scalable, predictable, and high‑quality service performance.
• Partnering with HR Tech and external vendors to ensure tools, workflows, and platforms enable governance and future scalability.
• Leading the enterprise VOC and KPI governance framework, including dashboard standards and performance measurement.
• Translating insights into service improvements that strengthen the HR4U service model.
• Owning the SLA/KPI reporting strategy, ensuring clear, accurate, and actionable performance storytelling.
• Conducting root‑cause analysis and govern performance remediation plans to address systemic issues.
• Overseeing operational controls, compliance, and Tier 2 quality frameworks, including QA programs, scorecards, and training.
• Leading the change and readiness strategy for HR4U service lifecycle enhancements.
• Ensuring enterprise‑wide adoption of new standards, capabilities, and governance updates across HR and COEs.
• Governing training and readiness programs, including Tier 2 COE training and role‑based enablement.
• Managing the rollout and decommissioning of processes to maintain operational consistency and service integrity.
• Overseeing alignment to service standards, quality expectations, and compliance requirements across the HR ecosystem.
• Performing other duties as assigned.

Skills

• You have a minimum of a Bachelors degree in Human Resources, I/O Psychology, Labor & Employment Relations or other relevant field.
• 10 years of progressive experience in a direct customer service position.

Education

• Bachelors degree in Human Resources, I/O Psychology, Labor & Employment Relations or other relevant field.