HRSC Supervisor

Bright Horizons - Newton, MA

Full-time - Mid Level

Newton, MA

Social Assistance

About the position

The HRSC Supervisor at Bright Horizons Children's Centers LLC is responsible for overseeing a team of HR Service Center Coordinators and/or Specialists. This role is pivotal in ensuring the effective administration and customer support related to HR policies and procedures for both employees and managers. The supervisor will manage the team's operations, ensuring that they meet service level agreements (SLAs) and deliver high-quality customer service. This position requires a proactive approach to monitoring ticket volumes, backlogs, and workday tasks, distributing work accordingly to maintain efficiency. The supervisor will also be responsible for the orientation, training, and ongoing development of team members, fostering an environment of accountability and growth. In addition to supervisory responsibilities, the HRSC Supervisor will serve as the main liaison between various departments such as Centers of Excellence (COEs), Payroll, and HRIS. This role includes handling escalated employee concerns and investigating issues to optimize HR processes. The supervisor will ensure that the team maintains high standards of customer service and will follow up with dissatisfied customers to address their concerns. Furthermore, the supervisor will perform complex administrative transactions, participate in workflows, and maintain HR data accuracy. They will also be responsible for developing tracking and reporting frameworks to provide timely analysis to stakeholders. The HRSC Supervisor will lead training sessions for new employees on HR policies and procedures, ensuring that all team members are well-equipped to handle inquiries and transactions effectively. This role is essential in maintaining the integrity of the HR Service Center and ensuring that all interactions are properly documented in the Case Management system. Bright Horizons is committed to diversity and inclusion, providing equal employment opportunities to all individuals without discrimination.

Responsibilities

• Provide overall management and direction for the HR Service Center team and drive team accountability.
• Responsible for performance management, hiring, and determining compensation for staff.
• Monitor ticket volume, backlog, and workday tasks, distributing work to maintain SLAs.
• Orient, train, and coach new team members to ensure effective onboarding.
• Ensure the team delivers high-quality customer service, providing ongoing guidance and feedback.
• Maintain appropriate coverage for the service center by managing team schedules.
• Follow up with dissatisfied customers to address concerns and gather feedback for improvement.
• Serve as the main liaison between COEs, Payroll, HRIS, and as an escalation point for serious employee concerns.
• Investigate root causes of issues and suggest solutions to optimize processes.
• Review and update HRSC wording and quick descriptions for better employee communication.
• Perform complex administrative transactions and participate in workflows and audits.
• Run status reports and check for case updates on vendor systems, developing tracking and reporting frameworks.
• Identify, research, troubleshoot, and provide guidance on business processes within BH HR Systems.
• Prepare documents, job aids, and communications for internal HR and stakeholders.
• Lead training sessions for newly hired employees on HR policies and procedures.
• Ensure case management tools are effective, efficient, and frequently updated.

Requirements

• Proven experience in HR management or a related field.
• Strong leadership skills with the ability to manage and develop a team.
• Excellent customer service skills and a commitment to high-quality service delivery.
• Ability to analyze data and generate reports for stakeholders.
• Strong problem-solving skills and the ability to investigate and resolve issues.
• Experience with HR systems and case management tools.
• Excellent communication skills, both verbal and written.

Nice-to-haves

• Experience in a supervisory role within an HR Service Center environment.
• Familiarity with HR policies and procedures in a corporate setting.
• Knowledge of HRIS systems and data management practices.

Benefits

• Health insurance coverage
• Dental insurance coverage
• 401k retirement savings plan
• Paid holidays and vacation time
• Professional development opportunities
• Flexible scheduling options