Supervisor, HR Service Delivery

Work Location Type: Hybrid 

As a leading industrial distributor with operations primarily in North America, Japan and the United Kingdom, We Keep The World Working® by serving more than 4.5 million customers worldwide with products delivered through innovative technology and deep customer relationships. With 2023 sales of $16.5 billion, we’re dedicated to providing value for customers, fostering an engaging culture for team members and driving strong financial results.

Our welcoming workplace enables you to learn, grow and make a difference by keeping businesses running and their people safe. We’re looking for passionate people to join our team as we continue leading the industry over our next 100 years.

Position Description

The HR Service Delivery Supervisor is responsible for supervising the daily operations of the HR Service team. This role drives performance around hire to retire first point of contact with a focus on compliance, driving operational efficiencies and technology enablement. This supervisor also creates and promotes an environment where team members are empowered, engaged and committed to the success of the company, delivering high quality customer service. Serves as a lead resource for team members for questions, escalations, and development. Identifies ways to scale operations and continuously improve processes through the use of quality and accuracy measures.

Desired outcomes that this role would be responsible for driving would be:
-Decreased variation in processes
-Increased standardization and accountability across the HRSD function
- Support process excellence and quality execution
-Inclusion (in partnership with HR COEs/ HRIS/ Payroll / Employment Practice & Compliance function)
-Improved onboarding and retention for all HRSD team members and contractors
-Improved team member engagement (to support internal mobility)
 

Job supervises a team, has authority to hire and performance manage the team.
Job leads/supervises/manages 6-10 team members

-Supervises the day to day activities of a team of non-exempt team members and contractors
-Supports the workforce management plan to meet our team member needs
-Drives key operational metrics in the areas of customer satisfaction, service level agreements, development, and operational improvements.
-Monitors quality (inclusive of phone interactions) of team performance and provides appropriate feedback to achieve desired service levels
-Supports continuous improvement initiatives to increase productivity and streamline processes
-Facilitates resolution of escalated team member concerns
-Responsible for team member/contractor selection, onboarding, performance and development
-Develop, measure, and report on key performance indicators
-Drive engagement and motivate team members
-Responsible for team member escalations, and identifying trends for service improvements

Position Requirements:

-Bachelor’s degree preferred
-Minimum 3 years of HR, Customer Service or Operations
-1 year of leadership experience preferred
-Strong competence with the use Microsoft Office, voice software applications, and other SAP products
-Ability to influence team members to achieve individual and team objectives
-Strong consulting skills, influencer and coach
-Problem solving and systemic thinking skills- critical analytics/ diagnosis/ prioritization skills
-Strong decision making skills and judgment to drive the right impact
-Ability to relate to people at all levels and build trusted relationships
-Exceptional customer service skills while managing multiple priorities
-Strong process orientation
-Demonstrates intellectual curiosity and learning agility
-Strong written and verbal communication skills.

-Demonstrated ability to prioritize tasks in an interrupt and deadline driven atmosphere high ethics and integrity - does the right thing for the business and our team members
-Ability to facilitate training on processes, procedures, compliance and product knowledge

Grainger is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.