Manager, HR Service Center

Company Description

At Adtalem Global Education, we seek to empower students and members to achieve their goals, find success and make inspiring contributions to our global community. Adtalem is a leading healthcare educator that partners with organizations to proactively address future workforce needs and empowers career development with access to world-class academic curriculums, certifications and training programs across the medical and healthcare industries.

Adtalem institutions and companies include: American University of the Caribbean School of Medicine, Chamberlain University, Ross University School of Medicine, Ross University School of Veterinary Medicine, and Walden University. (NYSE: ATGE; member S&P MidCap 400 Index) For more information, please visit adtalem.com.

Job Description

The Manager, Employee Services is responsible for management, resource allocation, and transformation of the HR contact center called AskHR. The incumbent is a motivating leader who drives high engagement, productivity and a strong commitment to outstanding service levels to our internal customers. He/she will also have a strong systems and process improvement mindset, generating new ideas to use technology and continually improving processes to ensure the team delivers exceptional service in an efficient manner. He/she is also a natural collaborator/communicator who builds strong relationships with the broader HR team, identifying needs, listening to feedback and executing on recommended changes.

• Selects, develops and retains a high performing team capable of consistently delivering high service levels to the general employee population, the Centers of Excellence (COE), and HRBPs
• Assures third party vendors perform according to service level agreements in support of HR service processes (e.g. I9, Leaves, VOEs)
• Ensures high quality training is in place to build team capability as well as cross trains staff to ensure coverage for all COEs
• Provides oversight and ensures strong quality control and review processes are in place to maintain HR Knowledgebase as well as AskHR's internal procedures and guides
• Delivers consistently outstanding service levels through the askHR team and contributes ideas and project support for continually improving the employee experience. Generates and implements ideas for the “next generation” employee service model 
• Seeks feedback from COEs and HRBPs to continually identify needs and opportunities 
• Review, analyze, and reconcile relevant data for tracking metrics on performance (SLAs)
• Handle escalated and/or sensitive requests and issues
• Develops and maintains HR Call Center Knowledgebase and Chat Bot.  Partners with functional HR leads to enhance the knowledgebase to ensure accurate and timely employee support. 
• Performs other duties as assigned
• Complies with all policies and standards

#LI-Hybrid

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Qualifications

- Bachelor’s degree in Human Resources, Business, Communications, or equivalent discipline required. 

- 5+ years of experience working in the human resources field required.

- 3+ years experience working in a human resource call center required.

- 3+ years supervisory experience required.

Additional Information

In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $68,637.22 and $124,230.14. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements. The position qualifies for the below benefits.

Adtalem offers a robust suite of benefits including:

• Health, dental, vision, life and disability insurance
• 401k Retirement Program + 6% employer match
• Participation in Adtalem’s Flexible Time Off (FTO) Policy
• 12 Paid Holidays
  
  For more information related to our benefits please visit: https://careers.adtalem.com/us/en/benefits.
  
  You are also eligible to participate in an annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

We are proud to be an EEO employer M/F/D/V. At Adtalem, we welcome everyone and have a strong commitment towards diversity and inclusion. We encourage our Colleagues to be their true authentic selves and support laws that prohibit discrimination everywhere we do business. We also maint