Shared Services Supervisor

SUMMARY:
The Support Center is the foundation for the department's work, including Call Center, Payroll Processors, Employee Benefits, and Parking (for all US and Canada). Fax, email, or mail is processed by this team and then gets assigned to the various teams. Candidate would be managing a staff of 8.

RESPONSIBILITIES:

- This Shared Services Supervisor is responsible for managing 8 direct reports and working cohesively with a larger peer group.
- The primary responsibilities of the role include balancing the workload of the team to ensure maximum productivity and efficiency as well as people scheduling to ensure appropriate coverage at all times.
- Additional responsibilities will include preparing and communicating key performance metrics, providing Real Time feedback to team members to drive accountability, review and approval of various exception reports and resolving escalated issues.
- The ability to analyze large volumes of data, draw conclusions and develop action plans will be essential.
- Basic understanding of accounting/financial concepts are ideal as well as being extremely adaptable to changing priorities.
- Assist with payroll team in doing edits and reports.

OTHER RESPONSIBILITIES:

- Ensuring the Service Level Agreement targets are met or exceeded
- Partnering with members of the Leadership Team to proactively anticipate resource needs. Collaborative work environment.
- Identifying ways to elevate customer service skills within the team
- Ensuring all process documentation is current
- Completing Ad hoc projects as requested

SKILLS:

EXPERIENCE AND QUALIFICATIONS:

- Bachelor's Degree required (Accounting, Finance or HR Degree preferred)
- 3-5 Years of Accounting, Finance, HR or Shared Services (Call Center) related experience required.
- People management experience required.
- Solid experience in establishing and holding accountability for performance
- Strong problem solving and analytical skills
- Proven ability to achieve and drive results in a fast paced environment
- Ability to work individually and cooperatively as a member of the leadership team
- Ability to positively influence and collaborate with others
- Ability to manage conflicting priorities while meeting deadlines
- Excellent interpersonal, verbal and written communication skills, with a strong customer service focus
- Strong attention to details and accuracy
- Computer proficiency in Excel, Word, and Powerpoint
- Ability to hit the ground running, strong communication, very demanding group
- Organized, flexible, hard working
- Looking for someone who can create solutions rather than create more problems.
- Previous success managing a team
- Not a technical position but would like someone with experience with creating team stats and reports
- Background: Call center background would be helpful but not required or Retail experience
- Experience with Oracle Financial and/or Lawson HR Payroll Benefits is a plus