HR SHARED SERVICES, TEAM LEAD: Arrow Electronics, Inc.

We are creating a new HR shared service center in Englewood, CO that will be responsible for providing services for over 5,000 employees in North America. We are currently looking for a Team Lead for the HR Shared Service Center who will help build and manage this new team.

The HR Shared Service team responds to inquiries related to a wide variety of topics such as personal data changes, employee benefits inquiries, policy and program questions, payroll, etc. Team also provides guidance on first level of support for our umbrella of HR systems such as Kronos, ADP, Lawson, Successfactors, Vurv and others. The HR Service Center provides services related to full employee life cycle events such as new hires, promotions, transfers, relocation, and separations for general HR inquiry.

The Team Lead maintains procedures to ensure accurate and timely administration of responses to employee and manager inquires regarding HR policies, HR workforce administration tasks, and general payroll inquires. Ensures employee and manager understanding of HR polices and processes. As the team lead will support and guide the HR Shared Service Center team. The Team Lead monitors performance of the Service Center representatives, analyzing complex production trend data to solve problems. Performs root cause and solution analysis, prepares reports of findings and carries out implementation of process improvements.



Areas of Responsibility / Tasks

· Support the Director of HR Shared Services and HR Services team in service delivery matters.

· Daily contact for complex issues, problem resolution, process clarification and consultation for Service Center.

· Monitor performance of the HR Shared Service Center team.

· Utilize quality tools to design and develop systems for recording, evaluating, and reporting quality and reliability data.

· Training of HR Service Center staff.

· Conduct audits and/or surveys to determine effectiveness of controls.

· Participate in activities designed to improve customer satisfaction and business performance.

· Effectively identify problems as they occur and take appropriate steps to solve them in situations where the problem is difficult or complex. Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.

Required Competencies

· Microsoft Office Tools (Excel, PowerPoint, Word, Access, Project), typing proficiency is required and experience in help desk applications and database reporting and query tools is preferred

· HR systems expertise required; Lawson, ADP preferred

· General payroll knowledge

· Strong understanding of human resources policies, procedures, and benefits is preferred

· General knowledge of common Human Resources programs, procedures, and benefits maintained with ongoing training

· Excellent verbal and written communications skills

· Supervisory/manager experience

Professional experience - Must have a minimum of 5-8 years of successful experience in human resources is required with a minimum of 2 years of service center/call center experience. Successful demonstration of key responsibilities and knowledge as presented above. BS/BA in related discipline is preferred.

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