HR Manager, Kohler Konnect Customer Service Center - Koher, Wisconsin

Seeking candidate with 3+ years experience in human resources, employee life cycle, compliance, budgeting, forecasting, reporting, integrated systems, prefer SAP. Bachelor's degree and people management experience required.

Under the general direction of the Director – HR, Shared Services, the Manager of Kohler Konnect is accountable for delivering HR services, procedures and processes that are considered value added, measurable, directly tied to business objectives and aimed at increasing employee success and satisfaction. As a people leader, must engage and embed the core competencies specifically driving continuous improvement and setting high standards of performance to ensure processes are lean and efficient and aligned with world class benchmarked standards for a HR Service Center.

This position is accountable within the HR Services Center of Excellence for - the Human Resources Call Center (total Americas accountability and some global processes). The position is a key member in the development and execution of the employee self-service strategy and other key HR operations strategic plans. This individual must be a strong collaborator and a partner with HR professionals in the business units, and Centers of Excellence. Supervises a team responsible for supporting all Human Resources (HR) related inquiries for all associates. Develops financial and operational objectives and ensures operational plans are aligned with corporate objectives.

Specific Responsibilities:
Manage all functions of the HR Kohler Konnect Service Center staff to deliver quality services to support our global organizational framework. Develop, assess, and implement key performance metrics and SLAs to assure the efficient workflow of the Service Center and a high standard of customer service delivery.
Supervises real-time volume management, including but not limited to adjusting schedules, adjusting offline tasks (email, fulfillment, etc.), monitoring queues and tasks to ensure service level; monitors abandon rate and talk/wrap time and ensures that other departmental goals are met.
Embed the core competency of continuous improvement. This is achieved by mapping and streamlining administrative/transactional processes to be lean and efficient and moving those processes from the COE’s or HR Specialists into a Service Center to leverage technology and resources within the transactional expertise of the HR Service Center.
Designs, develops, and generates reports, analyzing the data to ensure accuracy and that the content meets departmental needs and requirements. Compiles work volume statistics and monitors other relevant and business-impacting metrics.
Collaborate with other COEs, HRPD and Corporate IT to create a deployment strategy for U.S. self-services, including budgeting and driving alignment to the strategy. Developing and execute a detailed roadmap, organizational change management (including marketing and communications to embed) and full implementation plan.
Partner with Employee Benefits and Labor Relations to assure U.S. government compliance in all areas which includes a technical expertise in IRS Section 125, COBRA (administration/billing), ERISA, HIPAA, Fair Labor laws, and INS/Homeland Security compliance. Assist with COE - Employee Benefits and Pension with Benefits implementation and ongoing US Benefits management especially on the eligibility side. Oversee the six month cycle EEO/AAP reports and distribution.
Responsible for overseeing the Global SAP HR Governance Committee managing the global HR Master Data workflow processes.
Accountable for the management of budgets, forecasts, and proper staffing ratios as well as staff selection, associate development, engagement and succession management.
Handle complex customer service issues that require management judgment and knowledge. Extensively research, analyze issues and facts, and use standard policies/procedures, to resolve complex cases.

RELATIONSHIPS AND CONTACTS

Supervisory Relationships:
Reports to Director – HR, Shared Services
Direct reports include 2 Group Leaders, process management for 1-2 Customer Service Representatives located in EMEA, 1 AAP/EEO Intern

Organizational Relationships (Extensive contact with):
All HR COE's
HR within the business units
Kohler-WI and subsidiary associates, retirees, former associates, & associates’ family members
Corporate Payroll and IT

External Business Relationships (Frequent to Infrequent contact with):
Various vendors (e.g. insurance carriers,401K providers, recreation)
State/Government Agencies

EDUCATION AND EXPERIENCE REQUIREMENTS

A thorough knowledge of all areas of Human Resources, policies & procedures is required. Past experience in an operational, human resources, or employee life cycle functional role is preferred. A bachelor’s degree is required as is a minimum of 3 years’ experience and solid management experience. This position is not a career position. Incumbent must demonstrate both results and desire for future expanded roles.

Must possess strong process skills. Experience with integrated systems, analytical problem solving skills, and ability to communicate effectively is required. Additionally, the ability to plan, organize and execute multiple tasks while working in a team environment. Previous experience with SAP and Case Management systems preferred.


To apply online, click here: Manager- Kohler Konnect Service Center
Contact me at kimberly.hughes@rightthinginc.com