Plano, TX, US
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HR Manager - Shared Services

Country : USA USA

State : Texas

County : Collin County

Town : Plano

Category : Human Resources

Contract type : Permanent

Availability : Full time

Company presentation

About JCPenney:
JCPenney is the shopping destination for diverse, working American families. With inclusivity at its core, the Company's product assortment meets customers' everyday needs and helps them commemorate every special occasion with style, quality and value. JCPenney offers a broad portfolio of fashion, apparel, home, beauty and jewelry from national and private brands and provides personal services including salon, portrait and optical. The Company and its 50,000 associates worldwide serve customers where, when and how they want to shop - from jcp.com to more than 650 stores in the U.S. and Puerto Rico. In 2022, JCPenney celebrates 120 years as an iconic American brand by continuing its legacy of connecting with customers through shopping and community engagement. Please visit JCPenney's Newsroom to learn more and follow JCPenney on Facebook, Instagram, Twitter and LinkedIn.
For more opportunities to join our team please visit our careers page. HR Manager - Shared Services
Leads a centralized group of HR Shared Services Consultants that support all Human Resource and Personnel functions of the Company. The HR Shared Service Team handles associate inquires and performs transactions to support all aspects of the associate talent life cycle.

Job description

Primary Responsibilities:

  • Manage, coach, and set clear goals and objectives to a team of HR Shared Services Consultants to support the employee population and continuously provide an exceptional associate experience.
  • Coordinate and administer programs designed to develop associates' skills and abilities
  • Devise strategies to optimize first time resolutions and reduce call volume by collaborating with the Subject Matter Experts to simplify processes and fix problems.
  • Lead a team that will assist in the operational delivery across a broad range of the associate talent life cycle including but not limited to onboarding, performance management and merit cycles, benefit enrollment, and general data updates and entry.
  • Support the implementation of new procedures and/or operational changes to support the HR Shared Services vision and strategy and participate in any new HR program launch.
  • Oversee tracking and review inquiries from client groups to ensure appropriate handling in a manner that drives the associate value proposition to increase retention and employment satisfaction.


Core Competencies & Accomplishments:

  • Confident leader of people who will lead visibly and engage to provide a strong anchor to the team.

  • Thought leadership to drive consistency in processes and services with ability to identify opportunities and problems

  • Proven experience in managing complex HR processes, being able to problem solve and devise scalable solutions in partnership with the business owners

  • Possess initiative & drive, with a strong desire to continuously improve processes & deliver against agreed upon objectives and established service level agreements

  • The ability to manage talent and devise a solid retention plan in a high turnover area.

  • Strong change management skills to lead the team through transformation of new processes, procedures, and methodologies.

  • Strong communication skills with the ability to listen and respond to associate queries.

  • Call center experience managing real-time volume management, including but not limited to adjusting schedules, adjusting non-phone tasks, and monitoring queues to ensure service level agreements are met.

  • Conducts call monitoring and data integrity reviews to ensure that quality expectations are being met as well as providing timely feedback, and coaching to ensure performance metrics are being met or exceeded

  • Conducts ongoing observations of HR Shared Services performance and identifies training needs.Experience in an HR operations, HR shared services, HR service delivery or customer service role

  • 5+ in HR, Customer Support related field

  • Excellent leadership, written & communication skills required

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