HRSSC- Manager Enablement Lead

Job Summary

Manager Advisory & Consultation

Responsibilities Manager Advisory & Consultation

• Serve as the first point of contact for managers seeking guidance on HR policies, procedures, programs, and people-related matters.
• Provide consultative support on employee lifecycle activities including hiring, onboarding, performance management, talent reviews, employee movements, leave management, and offboarding.
• Interpret HR policies and recommend appropriate actions within established governance frameworks.
• Partner with HR Centers of Excellence, HR Business Partners, Employee Relations and Legal for complex or escalated people-related matters.

HR Technology & Digital Enablement

• Support managers in the effective use of HR systems and digital tools.
• Provide functional guidance related to HR technology platforms including employee data management, workflow approvals, reporting tools, and self-service solutions.
• Act as an HR technology ambassador, promoting adoption of digital HR capabilities.
• Collaborate with Workday, ServiceNow, and technology teams to identify recurring issues and improve user experience.

ServiceNow Case and Chat Support

• Manage manager inquiries received through ServiceNow tickets, virtual agent channels, chat platforms, and other support channels.
• Ensure resolution of cases within established service level agreements (SLAs).
• Monitor case queues, prioritize workload, and manage escalations effectively.
• Conduct root cause analysis on recurring inquiries and recommend process improvements.

Knowledge Management & AI Enablement

• Develop, maintain, and continuously improve manager-facing knowledge articles and support content.
• Ensure high-quality content is available for ServiceNow AI-assisted and self-service solutions.
• Identify opportunities to reduce ticket volumes through automation, AI-driven responses, and knowledge optimization.
• Monitor knowledge article usage, effectiveness, and manager feedback.

Manager Capability Building & Coaching

• Deliver coaching and practical guidance to managers on HR processes, systems, and people management practices.
• Facilitate virtual and instructor-led training sessions.
• Create learning materials, guides, FAQs, quick-reference tools, and manager toolkits.
• Enable managers to become confident users of self-service resources and technologies.

Workforce Analytics & Insights Support

• Provide managers with guidance on workforce metrics and standard HR reports.
• Assist managers in understanding headcount, turnover, attrition, hiring, performance, and organizational data.
• Translate workforce data into actionable insights where appropriate.
• Support data-driven decision-making by promoting available reporting capabilities.

Stakeholder Management

• Build strong relationships and credibility with managers across the organization.
• Act as a liaison between managers and HR functions.
• Escalate complex employee relations, compliance, or business-sensitive matters appropriately.
• Gather manager feedback and recommend service improvements.

Service Excellence & Continuous Improvement

• Analyze manager demand trends and support patterns.
• Improve processes, simplify manager experiences, and reduce service friction.
• Identify automation opportunities.
• Lead continuous improvement initiatives to enhance efficiency and manager satisfaction.
• Measure effectiveness through service metrics and business outcomes.