Job Description
Welcome to the intersection of energy and home services. At NRG, we’re driven by the idea of a smarter, cleaner, more connected future—and the possibilities that will bring to the world and to the 7.3 million customers we serve.
Vivint Smart Home, an NRG owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer and more sustainable homes. More information is available at www.nrg.com or www.vivint.com. Connect with NRG and Vivint on Facebook, Instagram, LinkedIn and X.
Job Summary:
The role of Manager, Employee Solutions is responsible for enhancing the employee experience by overseeing the development and performance of the Employee Solutions Team. The Employee Solutions Team as part of the Talent Operations Center is responsible for providing excellent customer service ensuring that employees and managers are supported through the entire employee lifecycle. The ideal candidate will have a comprehensive understanding of HR processes and systems as well as customer service best practices. This position will partner with internal customers and vendors to ensure that service delivery expectations are anticipated, met and exceeded.
Essential Duties/Responsibilities:
- Lead, coach and develop the Employee Solutions Team of Specialists.
- Ensuring established service level expectations are met providing excellent customer service.
- Develop, document and provide training to team on day-to-day responsibilities ensuring that teams are cross trained on various systems, processes and support functions.
- Manage high volume requests by overseeing processes and ensure all transactions are completed within service level agreement and with excellent customer service, including:
- Employee Solutions Portal Management which includes tickets, emails and various methods of inquiry.
- Tier 1 Payroll & Timekeeping support and inquiries.
- Employee data changes, job changes, transfers & promotions within SuccessFactors and SAP.
- Oversee employment verification request process and unemployment claims administration.
- Establish, define and monitor Employee Solutions goals, metrics and implement proactive measures to mitigate risks and issues.
- Utilize data drive decision making abilities to analyze service requests, trends and caseload to ensure compliance and service delivery expectations are met by implementing process improvements, technology opportunities and to present reporting as needed.
- Ensure compliance with all relevant laws, regulations and controls in coordination with the Talent & Culture Operations and Governance team.
- Maintain close and ongoing relationships with internal customer facing groups including Talent Operations Center, Talent Business Partners and various stakeholders to evaluate performance and provide continuous process improvement.
- Embrace a customer focused perspective that is continuously looking for ways to improve and provide efficiency through enhanced methods and technology.
Working Conditions:
- Open office environment.
- Hybrid work schedule (M,T,Th)
- Willingness to work outside normal business hours as necessary as special projects arise.
- Minimal travel only as required by business and/or project need.
Minimum Requirements:
- High School Diploma or GED equivalent, required.
- 3 or more years of experience leading and directing teams, required.
- 5 or more years of progressive experience working in Human Resources and/or Customer Service Management or related field, required.
Preferred Qualifications:
- Bachelor’s Degree in Business, Human Resources, Business Administration or related field, preferred.
- Experience with SuccessFactors, SAP, and ADP, or similar HRIS system, preferred.
- Must have proven abilities in data analytics, data entry, customer service issue resolution, and maintenance of confidential information.
- Working, broad and in-depth knowledge of payroll processes, human resources best practices, data management, employee relations, employment law, data analytics and project management.
- Demonstrated experience in high levels of customer service and delivery.
- Strong interpersonal communication and presentation skills with the ability to effectively communicate to varied stakeholders (written, oral and in-person).
- Advanced Excel skills including pivot tables, data tables, lookup functions and logical references.
- Proficient with Microsoft Office
Additional Knowledge, Skills and Abilities:
- Ability to effectively lead and direct teams.
- Ability to effectively prioritize tasks and deliver results.
- Ability to work in a fast-paced environment with the ability and willingness to adapt to change quickly.
- Data driven decision making abilities including robust reporting capabilities.
- Initiative and drive to learn, grow and develop.
- Strong problem-solving and strategic thinking skills.
- Demonstrated data management and analysis skills
- Solution and results oriented
- Change and project management experience a plus.
Physical Requirements:
- Work is primarily sedentary (desk work at a computer)
- Rarely requires lifting as appropriate to perform duties and responsibilities.