Manager, HR Shared Services

Job Title: Manager, HR Shared Services

About

National Veterinary Associates is one of the largest and most respected communities of veterinary hospitals in the world, operating nearly 1,000 hospitals in North America, including in all 50 states, and caring for 8,000,000+ animals annually. NVA is backed by JAB Holding, a leading private equity firm. Each person who joins NVA is motivated by our mission to provide excellent, accessible care to improve the lives of animals and the people who love them. NVA has been extremely successful over its 25+ year history and we’re very excited about our next chapter as we work toward our shared vision of revolutionizing the pet care experience to provide more fulfilling lives for pets, their companions, and our team.

Job Summary

Reporting to the Sr. Director, HR Technology & Operations, NVA GP’s HR Shared Services Manager is responsible for managing the shared services team and ensuring the delivery of high-quality HR services and support to team members. This includes managing team member inquiries, developing and maintaining HR policies and procedures, and coordinating with COE’s and field HR to ensure seamless delivery of HR services.

The HR Shared Services Manager is a key leadership role within HR Operations and the HR function. This role will interact with all levels within the organization. The ideal candidate will be a proven, confident leader with experience in managing services and workflows within Service Now’s HR Service Desk Platform and building KPI dashboards and metrics.

Key Responsibilities

• Manage and lead the HR Service Desk team, including hiring, training, and coordinating work schedules.
• Develop and implement standard operating procedures and policies for the team. Oversee the day-to-day operations of the HR Service Desk, including prioritizing and delegating tasks.
• Lead the HR service delivery team with various levels of inquiries via multichannel options including transactions through HR Systems and inquiries through ServiceNow.
• Act to resolve issues which prevent the team working effectively and efficiently.
• Act as a liaison between business owners, IT and HR to translate business needs into technical solutions.
• Participate in system and process improvement projects related to HR Systems, Service Now and HR processes.
• Act as an escalation point for complex inquiries.
• Partner with Knowledge Management team to ensure accuracy and comprehensiveness of the content in the team’s knowledge base program.
• Support change management and other transformational efforts to increase service excellence.
• Deliver metrics, measurements and data insights to internal and external partners to inform conclusions and support decision-making.
• Lead other projects / activities as requested and participates in other cross-functional projects in representation of the HR Operations team.
  
  

Minimum Knowledge, Skills, And Abilities

• Bachelor’s degree in human resources, business administration, or a related field; or equivalent work experience
• Minimum of 4-6 years of progressive HR shared services experience, with a strong focus in HR Operations and Technology, with at least 3 years in a management role
• Demonstrated ability to develop and implement HR operations and technology processes that align with organizational goals
• Experience in a multi-location organization, preferably in healthcare, veterinary services, or a similar industry
• In-depth knowledge of Service Now HR Service Desk application, architecture, and best practices
• Demonstrated ability to develop KPI dashboards and reporting metrics
• Strong analytical, problem-solving, and decision-making skills
• Excellent written and verbal communication skills, with the ability to convey complex information clearly and concisely
• High level of integrity and discretion in handling confidential information
• Strong leadership skills, with the ability to influence and build relationships at all levels of the organization
  
  

Compensation

The total cash compensation range (base salary plus opportunity for bonus) is between $148,350 and $161,000. This role is eligible for benefits.