HRSS Operations Team Lead

The HRSS Operations Team Lead supports process management, metrics, technical operations, audits, and risk/compliance efforts for the HR Shared Services department. Mentors HRSS operations team members and provides day-to-day guidance and management. This position determines operational priorities and needs through consultation, analysis, and research. Manages the implementation and monitoring of projects that enhance efficiencies. Liaises with HR COEs to facilitate productive relationships. Develops and executes solutions that achieve the goals of the business.

• Act as team lead for HRSS operations team responsible for process management and improvement, metrics & reporting, and audit/compliance.
• Review HRSS data/trends and analyzes metrics data - SLAs, response time, quality, integrity, etc. to monitor workforce capacity and support continuous improvement recommendations to HRSS leadership.
• Identify new reporting opportunities and create/maintain dashboards in ServiceNow.
• Manage audit and compliance efforts for HRSS.
• Manage internal self-audit process and calendar, ensuring self-audits are complete and following up on open actions.
• Manage risk control (RCSA) tracking in partnership with HR Risk BRCs.
• Lead cross-functional projects to streamline HRSS services, develop business requirements, and enhance technology enablement (ex: HRSS Workforce Capacity project). In collaboration with HRSS subject matter experts, gather requirements, analyze, identify, and recommend improvements or enhancements to optimize processes.
• Develops process-related documentation, including process workflows, job aids, and internal procedures.
• Maintain HRSS Service catalog, HRSC Business Continuity Plan, HRSC Systems Access Tracker and other operational documents.
• Assist in build of HR Shared Services support structure as service delivery project progresses.
• Partner with HR Tech to improve and automated SN case management workflows.

• Bachelor's Degree and 6 years of experience in Business Analysis, Process Improvement, Project Management or Program Management, Banking Management OR High School Diploma or GED and 10 years of experience in Business Analysis, Process Improvement, Project Management or Program Management, Banking Management

Preferred Qualifications

• Strong verbal and written communications skills and presentation skills required.
• Excellent PC skills including MS Office suite.
• Ability to collaborate effectively across all levels of management.
• ServiceNow experience required.
• Prior experience in a service center required.
• Prior HR policies and practices experience strongly preferred.
• Effective problem solving and follow-through skills.
• The ability to adapt and evolve as situations or projects arise

This job posting is expected to remain active for 3 days from the initial posting date listed above. If it is necessary to extend this deadline, the posting will remain active as appropriate. Job postings may come down early due to business need or a high volume of applicants.

First Citizens benefits programs are designed to meet our associates where they are in life. Full-time associates (20+ hours) are offered a comprehensive benefits program, with customized offerings, including those designed to support families, however defined. More information regarding our benefits offerings can be found here: https://jobs.firstcitizens.com/benefits