Human Resources Services Manager

The Human Resources Services Manager is responsible for the overall performance, effectiveness, and continuous development of the HR Services function. This role is accountable for ensuring unequaled employee service experience, accurate processing of employee changes, record management, and supporting the other Human Resources verticals. The HR Services support delivery model encompasses in-person interactions, email, phone, and employee lifecycle transactions.

While remaining knowledgeable of transactional work, the role primarily focuses on leadership, prioritization, issue resolution, service optimization, and partnership across HR and the business.

Responsibilities

Scope & People Leadership
• Leads and develops the Human Resources Services team.
• Sets performance expectations, conducts regular coaching and formal performance reviews, and drives accountability for service quality and results.
• Leads staffing, workload planning, scheduling, and coverage models to ensure continuity of service levels during peak volume, absences, and business changes.
• Serves as the primary escalation point for complex, sensitive, or high risk HR service issues requiring sound judgment, coordination of resources, or policy interpretation.
• Accountable for team readiness to support business evolution and growth as well as team member succession, through training, cross training, and other staff development activities.

HR Services Operations & Service Delivery
• Oversee end to end HR Services operations, including intake, triage, prioritization, resolution, and documentation of inquiries received through the central HR inbox and phone line.
• Establish, monitor, and report on service level expectations (e.g., response time, closure rates, accuracy, customer feedback) and take corrective action as needed. Monitor employee trends and share with HR leadership as appropriate.
• Ensure timely, accurate, and compliant processing of employee lifecycle transactions, including job and position changes, compensation updates, transfers, status changes, manager changes, and personal data updates.
• Provide operational oversight for weekly new hire onboarding activities, including I9 management, ensuring required steps are completed on time and issues are escalated and resolved quickly.
• Maintain awareness of specialized HR processes (e.g., NMLS) and ensure continuity of support and documentation in partnership with business stakeholders.

Quality, Risk, & Escalation Management
• Review transaction quality and case outcomes; identify error trends, root causes, and systemic issues that impact employee experience or compliance.
• Handle escalated and complex cases requiring advanced judgment, multi stakeholder coordination, or policy interpretation; ensure clear, timely communication of outcomes (e.g., onboarding of contingent workers).
• Ensure confidentiality, data integrity, and professionalism are upheld in all interactions and systems.
• Ensure employee files are updated in a timely manner and that employee documentation is uploaded to files and maintained according to departmental and company retention policies.

Strategy, Process Improvement & Metrics
• Own continuous improvement efforts for HR Services, including workflow optimization, standardization, and enhanced self service adoption.
• Partner with HR and business stakeholders to identify improvement opportunities and implement solutions aligned to business needs.
• Define and maintain operational metrics and reporting; use data to inform staffing decisions, prioritize improvements, and demonstrate service impact.
• Develop, maintain, and govern knowledge articles, scripts, templates, and team procedures to ensure accuracy, consistency, and scalability.

Collaboration & Stakeholder Partnership
• Oversee assigned HR programs and vendor relationships, ensuring effective delivery, alignment with employee needs, and appropriate issue resolution.
• Manage the Bell Outfitters clothing program by coordinating with external vendors, updating seasonal options based on employee & business preferences, administering coupons, maintaining the BellShare website, reviewing sales reports, and managing escalations or special requests.
• Partner with Talent Acquisition, HR Business Partners, Total Rewards, Payroll, and other HR Centers of Excellence to support the accurate, timely, and efficient execution of HR processes and services.
• Support HR initiatives, audit requests and projects that impact employee data, onboarding, or service delivery.

 

Bell Bank Culture, Policy and Accountability Standards:
• Know by name and face as many customers and employees as possible, calling them by name as often as possible.
• Know and practice LOCBUTN, our Golden Rules, and Bell Bank Custom