HR Shared Services Supervisor

Agency: Omnicom Corporate SSC Job Function: People and Culture Job Subfunction: People Operations Job Description:

SUMMARY: Reporting to the HR Shared Services Manager, the HR Shared Services Supervisor is responsible for leading the day-to-day operations of the HR Shared Services Center and ensuring the delivery of high-quality HR support services. This role oversees service center staff, manages escalations, drives operational efficiency, and promotes a high-performing, customer-focused team culture. The Supervisor partners with stakeholders to enhance service delivery, improve processes, and support a positive employee experience across the organization. ESSENTIAL FUNCTIONS: Demonstrate knowledge and skill around HR systems, operations, and processes. Ensure the delivery of high-quality HR services to employees and managers across the company. Ensure effective performance of day-to-day activities assigned to their team. Supervise Tier 1 and Tier 2 activities and processes, coaching Analysts and overseeing case progress to ensure correct routing and escalation. Oversees transactions processed by the Analysts, conducting review and approval and defining frameworks and enablers to delegate review and approval responsibilities to Tier 2 Analysts. Monitor service level agreements (SLAs) and key performance indicators (KPIs) to ensure targets are met. Monitor HR metrics for reporting to the HR Services Manager, proactively identifying and recommending solutions for the Tier 1 and Tier 2 gaps, challenges, and opportunities. Provide day-to-day oversight of and management of service delivery enhancements and other initiatives. Ensure that HR policies and procedures are adhered to within the team and communicate changes in HR policies or processes to relevant parties. Encourage the adoption of HR technology to streamline processes and improve efficiency. Participate in the selection and implementation of new HR systems or tools. Conduct performance evaluations and manage the professional development of team members. Understand team dynamics and utilize individual strengths of each member to achieve results. Manage reporting including standard and ad hoc reporting. Foster a collaborative and inclusive work environment. Facilitate conflict resolution and promote a positive work environment. Assist with the management of disciplinary and grievance procedures. Regular and reliable attendance required Ability to work onsite in an office environment with limited remote work alternatives, consistent with applicable law EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS: Essential: Between 2 and 10 years of HR Administrative experience within a team environment. Ability to transfer knowledge and provide training on systems and processes. Demonstrated ability to understand and meet customer needs and business goals. Ability to delegate tasks effectively and manage workload distribution. Proven ability to lead, motivate, and support a diverse team. Strong interpersonal, verbal, and written communication skills. Strong stakeholder management and relationship-building skills, with the ability to establish and maintain effective working relationships at all levels. Ability to maintain confidentiality of sensitive and private information while handling employee concerns with empathy, professionalism, and discretion. Excellent time management, organization, and prioritization skills. Ability to analyze HR data and metrics to support informed decision-making. Proficiency in Human Capital Management (HCM) and service management platforms, software, and applications. Openness to learning and adopting new HR technologies, tools, and methodologies. Desirable: Ability to coordinate and prioritize multiple tasks based on urgency and business needs. Demonstrated ability to develop innovative solutions and effectively de-escalate challenging situations. Strong conflict resolution and negotiation skills. Working knowledge of Workday and BMC Helix