Employee Support Services Manager

Location: Remote

Annual Salary: $88,109

Position Overview:

As an Employee Support Services Manager, you will be at the forefront of our efforts to deliver exceptional support and services to our employees. This remote position allows us to manage and enhance our employee support operations, ensuring all team members receive the highest service and assistance. Your role will be pivotal in maintaining a positive work environment, addressing employee needs, and implementing effective support strategies.

Key Responsibilities:

1. Team Leadership and Management:
   • Oversee the Employee Support Services team, providing guidance, coaching, and professional development to ensure high performance and job satisfaction.
   • Develop and implement team goals and objectives aligned with the company’s mission and strategic goals.
   • Conduct regular performance reviews, offering constructive feedback and setting actionable goals for team members.
2. Employee Support Operations:
   • Manage day-to-day operations of the employee support function, ensuring efficient and effective handling of inquiries, issues, and requests.
   • Develop and maintain processes and procedures to streamline support services, improve response times, and enhance employee satisfaction.
   • Analyze support metrics and feedback to identify trends and areas for improvement and implement solutions to address recurring issues.
3. Program Development and Implementation:
   • Design and implement employee support programs, including onboarding, training, and development initiatives to foster a supportive and inclusive work environment.
   • Collaborate with HR and other departments to develop and refine policies and procedures related to employee support and services.
   • Monitor the effectiveness of support programs and initiatives, making adjustments to meet employee needs and organizational goals.
4. Issue Resolution and Escalation:
   • Act as the primary point of contact for escalated employee support issues, working to resolve complex problems and ensure a satisfactory resolution.
   • Maintain a thorough understanding of company policies, procedures, and employment laws to address employee concerns and provide accurate guidance effectively.
   • Facilitate mediation and conflict resolution between employees and management, ensuring fair and objective outcomes.
5. Communication and Collaboration:
   • Foster strong relationships with employees, managers, and other stakeholders to facilitate effective communication and collaboration.
   • Develop and distribute regular communications to inform employees about support services, updates, and changes.
   • Represent the employee support function in cross-functional meetings, contributing insights and recommendations to support organizational initiatives.
6. Reporting and Analysis:
   • Prepare and present regular reports on employee support metrics, including response times, resolution rates, and employee satisfaction levels.
   • Utilize data and feedback to identify areas for improvement and develop actionable plans to enhance support services.
   • Stay updated on industry trends and best practices in employee support, continually integrating new approaches to improve service delivery.

Qualifications:

• Education: Bachelor’s degree in Human Resources, Business Administration, or a related field. A Master’s degree or relevant certification (e.g., SHRM-CP, PHR) is preferred.
• Experience: Minimum of 5 years of experience in a human resources or employee support role, with at least 2 years in a management or supervisory capacity.
• Skills:
  • Strong leadership and team management skills with a proven ability to motivate and develop staff.
  • Excellent problem-solving and conflict-resolution abilities.
  • Exceptional communication skills, both written and verbal.
  • Proficiency in using HR software and support systems.
  • Ability to analyze data and generate insightful reports.
  • Strong organizational and time-management skills with the ability to manage multiple priorities effectively.

Attributes:

• Empathy: Demonstrated ability to understand and address employees' needs and concerns with sensitivity and compassion.
• Adaptability: Adjusting to changing circumstances and priorities while focusing on achieving objectives.
• Proactiveness: Strong initiative in identifying and addressing potential issues before they escalate.
• Integrity: Commitment to maintaining confidentiality and handling sensitive information with the utmost discretion.

Benefits:

• Competitive salary with annual review
• Flexible work schedule and remote work options
• Comprehensive health and wellness benefits
• Professional development opportunities
• Generous paid time off and holidays

Application Process:

To apply for this position, please submit your resume and a cover letter detailing your relevant experience and qualifications. We look forward to reviewing your application and exploring your potential to join our team.