Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You’ll learn more about this during the recruitment process.

JOB SUMMARY:

Oversees and facilitates all aspects of the AskHR Services Center function. Performs supervisory functions, including recruitment, on-boarding, training, coaching, mentoring, task assignment, performance evaluations, and allocating staff resources. Must be knowledgeable in many aspects of Human Resources including policies, benefits, payroll, and regulations that govern Human Resources areas.

MAJOR RESPONSIBILITIES:

• Build and maintain a strong functional team through effective recruiting, training, coaching, team building and succession planning.
• Develop team to resolve all inquiries related to Human Resources and related policies, procedures and transactions using HR systems and service center technologies while consistently demonstrating superior customer service skills.
• Ensure quality level of service by staff meeting all established expectations, including timelines.
• Supervise day to day activities of the Service Center and staff.
• Ensure adequate knowledge-based documents monitoring of accuracy of information and updating where appropriate, for internal and external topics.
• Handle first-level escalation of questions and uses judgement to determine appropriate resolution or the need to escalate.
• Deliver on knowledge of HR policies and regulations to ensure compliance and staff knowledge.
• Communicate relevant information to our HR teams, Operational Leaders and HR Senior Leadership on Service Center trends and resources provided to Team Members.
• Monitor the effectiveness and utilization of Oracle Service Cloud system.
• Responsible for resolution of any system related issues, working with technical support on a maintenance perspective as well as recommending and implementation of technology enhancements.
• Will provide reporting of utilization of Service Center to include types of cases, time submission of cases, response turnaround time and other analytical data that helps to support the level of service being provided.
• Foster partnerships with internal partners to include Parks Technology and HRIS to assist with implementation of changes within the Oracle system.
• Foster and maintain positive relationships with HR constituents and internal partners (HR Services, HR Operations, and Parks Technology).
• Serve as an interface between internal/external customers and functional Team Members to ensure effective definition of and delivery of services.
• Responsible for ensuring adequate communication of services so Team Members are fully aware of services and resources available.
• Recommend enhancement/changes to service level of knowledge and responsible for reaching out to partners in moving forward with implementation of these changes.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established policy, procedures, training and team member involvement activities.
• Perform other duties as assigned.

EDUCATION:

• High school degree or GED is required.
• Associate or Bachelor’s Degree is preferred.

EXPERIENCE:

• 2+ years of experience working in an HR service position required with systems related knowledge;
• or equivalent combination of education and experience.

ADDITIONAL INFORMATION:

• Supervises Non-Exempt Team Members, which includes scheduling, performance evaluations, coaching, training, etc.
• Will be responsible to ensure the Service Center is opened and operational during posted hours of operation.

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.

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