Human Resources Customer Service Manager
AAA Mid-Atlantic - Newark, DE

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Competencies: Manager/Supervisor


Partners with key business units and client groups, providing professional HR guidance with the objective of adding value to the business.

Manages a team of HR Generalists dedicated to providing timely and effective programs and services in a variety of core HR functions including talent acquisition, employee relations, performance management and consulting.


Business Partnerships: (35%)

Consults with business line leaders regarding strategic goals, provides guidance regarding the impact of relevant laws, policies and practices, as well as options for reaching the desired outcomes while remaining compliant with all.

Supports business line management in forecasting and planning the talent pipeline requirements in line with overall business strategies. Ensures successful implementation of the same.

Seeks to understand the business of assigned partners, including knowledge of the industry, the jobs, and the business plan, including strategic imperatives and related tactics to more effectively offer guidance and support. Shares that knowledge and understanding with subordinate staff.

Management: (65%)

Manages the daily activities of a team of HR Generalists assigned to support one or more key business lines. Recruits, develops, coaches and manages performance in a manner that results in highly skilled, knowledgeable HR professionals capable of working with all levels of associates and management.

Directs a team of HR Generalists in the development and execution of recruiting plans that are consistent with company recruiting philosophy and also align with hiring managers’ and business line needs.

Guides HR Generalists and managers in the interpretation and application of relevant laws, policies, and practices to daily operations. Provides expert advice and coaching where appropriate.

Drives people processes like performance management, performance evaluation, and salary/merit review to ensure that employees’ level of performance and capabilities meet current and future standards of assigned client groups.

Works in synchronization with HR Corporate Teams and other HR Customer Service Teams to educate and implement HR policies, practices, and programs while ensuring consistency of practice and compliance with business and legal requirements.

Other Duties & Responsibilities:

Contributes to the business strategy by working with management to assess and identify opportunities to make departmental structure and process more effective, resulting in organizational success.

Links HR strategy to business strategy, guiding staff in activities that lead to the successful execution of both.

Develops and promotes feedback mechanisms for employees to influence the continuous improvement of HR services and processes. Monitors the effect of business decisions on people, and advises senior management on addressing employees’ concerns.

Reviews and benchmarks the internal and external environment, maintaining leading-edge knowledge of HR issues and seeking opportunities where HR can add value.

May execute the functions of an HR Generalist, as needed.

Job Requirements

Bachelor’s degree or equivalent in Human Resources or related field or equivalent.

Minimum of eight (8) years experience with demonstrated increasing responsibility, including at least six (6) years in HR plus supervisory/management experience.

PHR or SPHR required.

Knowledge of principles, practices, and procedures of Human Resources Management and general business management.

Ability to exercise considerable judgment and discretion in establishing and maintaining good working relationships.

Ability to research and analyze data to arrive at valid conclusions, recommendations and plans of action.

Ability to apply deductive and inductive reasoning, as needed, to address both standard and non-standards situations.

Ability to strategically envision current and future business challenges and recommend appropriate actions.

Ability to effectively communicate with all levels of associates either one-to-one or publicly through presentations.

Ability to influence people and direction through effective interpersonal interactions.

About this company
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AAA Mid-Atlantic is a not-for-profit organization dedicated to providing peace of mind, value and superior service through innovation and in...