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The Manager, Employee Services is responsible for management, resource allocation, and transformation of the HR contact center called AskHR. The incumbent is a motivating leader who drives high engagement, productivity and a strong commitment to outstanding service levels to our internal customers. He/she will also have a strong systems and process improvement mindset, generating new ideas to use technology and continually improving processes to ensure the team delivers exceptional service in an efficient manner. He/she is also a natural collaborator/communicator who builds strong relationships with the broader HR team, identifying needs, listening to feedback and executing on recommended changes.Selects, develops and retains a high performing team capable of consistently delivering high service levels to the general employee population, the Centers of Excellence (COE), and HRBPsAssures third party vendors perform according to service level agreements in support of HR service processes (e.g. I9, Leaves, VOEs)Ensures high quality training is in place to build team capability as well as cross trains staff to ensure coverage for all COEsProvides oversight and ensures strong quality control and review processes are in place to maintain HR Knowledgebase as well as AskHR's internal procedures and guidesDelivers consistently outstanding service levels through the askHR team and contributes ideas and project support for continually improving the employee experience. Generates and implements ideas for the “next generation” employee service model Seeks feedback from COEs and HRBPs to continually identify needs and opportunities Review, analyze, and reconcile relevant data for tracking metrics on performance (SLAs)Handle escalated and/or sensitive requests and issuesDevelops and maintains HR Call Center Knowledgebase and Chat Bot.  Partners with functional HR leads to enhance the knowledgebase to ensure accurate and timely employee support. Performs other duties as assignedComplies with all policies and standards#LI-Hybrid#LI-AS1