Manager, HR Service Center

About Acrisure

A global fintech leader, Acrisure empowers millions of ambitious businesses and individuals with the right solutions. Bringing cutting-edge technology and top-tier human support together, it connects clients with customized solutions across a range of insurance, reinsurance, payroll, benefits, cybersecurity, mortgage services and more.

In the last eleven years, Acrisure has grown in revenue from $38 million to almost $5 billion and employs over 19,000 colleagues in 21 countries. Our culture is defined by our entrepreneurial spirit and all that comes with it: innovation, client centricity and an indomitable will to win.

Job Summary:

This position is responsible for guiding and supporting our dynamic Human Resources Service Center (HRSC) team to ensure efficient, timely, and compliant HR service deliverables such as Employee Record Management, Tim & Attendance, Benefits, and Payroll. The Manager, HRSC will lead the team in providing outstanding customer service to our existing and newly acquired Acrisure Partners and employees. This individual plays a critical role in managing complex employee inquiries, driving process improvements, and identifying automation opportunities.    

Responsibilities:

Team Leadership & Development:

• Supervise and mentor the team, fostering a culture of accountability, service excellence and continuous learning
• Identify skill gaps and provide ongoing training and development to ensure team readiness and performance

Subject Matter Expertise:

• Oversee HRSC processes within Workday, ServiceNow, and other HR related technology
• Manage and coordinate the work of the full HR Service Center to ensure accuracy and compliance. HRSC responsibilities include but are not limited to:
  • Processing the transactional functions of Pre-hire, hire, job changes, compensation changes, and offboarding of employees across all necessary HR systems
  • Processing and tracking background checks
  • Provide accurate and timely support of transactional HR, payroll, and benefit related inquiries
  • Support employee and manager self-service portal navigation and access inquiries
  • Process employment verifications in partnership with a third-party vendor
  • Proper maintenance of employment records

Cross Functional Collaboration:

• Partner closely with HR leadership to ensure proper policy and practices align with business objectives
• Accurate and timely escalation to appropriate teams to improve the overall employee lifecycle experience and remove barriers to effectiveness and efficiency

Metrics & Reporting:

• Establish and monitor service delivery metrics and KPIs to measure team performance and inform operational decisions.
• Establish and monitor service delivery metrics and KPIs to measure team performance and inform operational decisions

Process Improvement & Automation:

• Analyze current workflows to identify bottlenecks and inefficiencies
• Recommend process improvements, system enhancements and alternatives based on specific needs
• Collaborate with the HR Operations Enablement team to execute change initiatives and system upgrades
• Remain informed of federal, state, and local requirements and regulations, interpreting and applying best practice to meet unique business needs

This description is not meant to be all-inclusive and may be modified from time to time at the discretion of management.    

Requirements:

• Ability to organize and manage multiple priorities effectively  
• Excellent written and verbal communication skills  
• Excellent problem-solving and analytical skills, and decision-making skills with the ability to drive process improvements and automation. 
• Proficiency in Microsoft 365 software (Word, Excel, PowerPoint, etc) 
• Ability to positively interact with all levels  
• Ability to work independently, while also being able to contribute to a collaborative environment and provide and take direction     
• High level of discretion and confidentiality 
• Ability to lead and develop team and influence others
• Excellent customer service skills
• Demonstrated attention to detail and ability to produce accurate, quality work

Education/Experience:

• Bachelor’s Degree in Human Resources, Accounting, or related field - or recognized equivalent in education and experience, required
• Minimum of 4 years of experience managing, processing, and/or consulting on Human Resources in a multi-state environment, required