HR Services (HRS) is currently recruiting for an Account Manager supporting HR partners across a defined line of business. HR Services (HRS) Account Managers focus on creating a frustration-free partnership between HR Services and supported HR Partners. The team enables HR teams to focus on higher-value work by educating HR on how employees, managers, and HR can become more skillful consumers of HRS. We help HR navigate and understand our catalog of services and address patterns that negatively affect employee experience. Account Managers partner closely with the business to understand how HRS can effectively enable their business initiatives by minimizing HR administrative work and promoting self-service adoption.
The team focuses on identifying themes as it relates to pain points existing in the current HRS catalog and act as your voice back to HRS. Account Managers are also the primary channel for requesting new services to be added to the catalog of support provided by HRS; further removing administrative responsibilities from HR Partners. The team will also act as agents of change, keeping HR teams informed of launches, service expansions, and any other changes coming out of HRS to ensure these efforts eliminate waste and improve the employee experience. Account Managers play a key role supporting new requests to HRS by closely communicating with HR Partners on business extensions. The role of the Account Managers is to advocate and influence service owners within HRS to adapt to changing business requirements.
Account Managers leverage HRS utilization data, as well as collect and share feedback from HRS in an attempt to eliminate waste and improve the customer experience. Each Account Manager will partner closely with their HR client group and be actively engaged in business decisions. They will help drive improvements within the HR client group and have a hands on approach to anticipate any business need their client group may have.
The successful candidate will have exceptional verbal and written communication and organizational skills, experience implementing client account plans, superior attention to detail, the ability to prioritize in a fast-paced environment, the ability to build relationships and influence others, and exhibit a world-class customer service. Listed below are the core responsibilities for a HRS Account Manager.
Account Management
· Own HR partner/business relationship for defined HR client group
· Ability to leverage the ‘hands-on’ day-to-day management of tasks, issues, and customer experiences and implement action plans to improve the employee experience
· Ability to communicate, present, and influence key stakeholders at all levels
· Conduct ongoing check-in meetings with the HR client group, including meeting with HR partners in person
· Lead Employee Experience monthly/quarterly business reviews with HR leaders to advocate for adoption of services, reflect on HRS support health, and align on action plans to address known pain. This includes understanding implications for your client group of the current state of HR data and business intelligence platforms.
· Be sufficiently embedded within supported HR/business to surface expansion plans or innovative business solutions in ways that enable HR Services to be an enabler of business growth. This includes participating in ongoing HR client group meetings to gain a higher level understanding of the business.
· “Walk the floor” of your HR partners/business to understand their needs and their adoption gaps thoroughly
· Lead in-person HRS support overview training for new HR associates. Coordinate additional trainings with COEs, as needed.
· “Connect the dots” between business needs, future growth plans, HR partner scaling, and current/future capabilities within HRS
· Partner to manage the full life-cycle of HRS support provided to HR partners and customers, including working across internal teams to address and proactively avoid service gaps
· Develop and maintain strong working knowledge of the HR Services Global Service Catalog
· Navigate, educate, and intake requests for HR Services Global Service Catalog offerings driving to deliver client-focused solutions to customer needs
Change Management
· Advocate for and drive the deepening of self-service culture among HR, employees, and managers
· Audit HR client group use of self-service and defects to understand a business need for additional training or services
· Act as a leader of change for HRS; ensuring change management is executed seamlessly
· Ensure that HR client group is included in the distribution of important announcements (ex: PeoplePortal outage, policy changes, hours of operation, etc.)
· Learn and understand HR Services best practices to accelerate customer adoption
· Be actively engaged with HR partners/business to understand business expansions, launches, and implementation
· Partner with HRS stakeholders to ensure HRS Global Service Catalog offerings support business needs
Influence Customer Experience
· Develop and maintain a strong relationship with HR partners/business by developing knowledge of their HR processes and needs
· Leverage knowledge of HR client group business to advocate for enhancements to services provided by HRS partner groups
· Identify and evaluate trends related to defects and service delivery gaps across multiple businesses and regions
· Uses data and analytics to make day-to-day business decisions and achieve results
· Partner with peers to improve employee experience and drive long-term solutions
· Partner with HRS leaders to implement short-term action plans to address customer pain while long-term solutions are being developed
· Ability to effectively partner with internal partners and leaders around areas of concern identified for or raised by HR partners/business client group and create action items to address them

Customer service orientation
Strong analytical and reporting skills
MS Office expertise required
4+ year account management experience
Bachelor's degree

Experience in growing customer relationships through mission focused solution selling
Account management experience in shared services environment
PHR certification preferred
2+ years HR experience