Manager, HR Shared Services - Contact Center in Livonia at Masco

Date Posted: 8/26/2018

Job Snapshot

  • Employee Type:
    Customer Service
  • Location:
  • Job Type:
  • Experience:
    Human Resources
  • Date Posted:

Job Description

Position: Manager, HR Shared Services

Company: Masco Corporation

Position Location: Livonia, Michigan

The Company

Masco Corporation (NYSE: MAS), with sales revenue over $7 Billion, is a global leader in the design, manufacture and distribution of branded home improvement and building products. Our portfolio of industry-leading brands includes Behr® paint; BrassCraft®, Delta® and Hansgrohe® faucets, bath and shower fixtures; KraftMaid® and Merillat® cabinets; Milgard® windows and doors; Kichler® lighting products and HotSpring® spas. We leverage our powerful brands across product categories, sales channels and geographies to create value for our customers and shareholders. For more information about Masco Corporation, visit

Position Summary

Reporting to the Director of Masco Shared Services Center, the HR Shared Services Manager will provide operational leadership and support to the HR Shared Services-Contact Center team, and is accountable for ensuring all HR/Benefits inquiries are accurately addressed in a professional and timely manner. The HR Shared Services Manager will focus on improving process efficiencies, team member effectiveness and development. The incumbent will also be responsible for monitoring transactional processing for compliance and accuracy, special projects and escalated customer concerns.

Primary Duties and Responsibilities:

  • Manages the day-to-day operations of the HR Shared Services-Contact Center
  • In conjunction with the Director of Masco Shared Services Center, the HR Shared Services Manager develops and cascades goals and objectives for the team
  • Works with Business Unit HR Leaders and Business Partners to define appropriate HR service level targets
  • Monitors employee performance against service level targets; and modifies processes, staffing and other resources to achieve results
  • Leverages technology to effectively capture, track, analyze, and report on service delivery metrics and measures
  • Reviews, updates and implements organizational policies and procedures, as necessitated by organizational needs and to ensure ongoing compliance with all US and national government regulations (i.e., ERISA, FLSA, ACA, AA)
  • Participates in and/or leads efforts to identify, design, test and implement HR technologies and/or solutions for the enterprise
  • Identifies opportunities to standardize and centralize HR processes across the enterprise
  • Manages vendor partners and the tools that they provide to support HR Service delivery to the organization
  • Provides training, mentoring and coaching to staff to ensure the highest level of customer service and satisfaction
  • Supports the onboarding process for new hires, the annual open enrollment process, and M&A activities including but not limited to: onboarding new business units to applicable Masco HR platforms
  • Performs other duties as assigned

Required Qualifications:

  • Bachelor’s Degree in Business Management or similar field and 5+ years of experience in HR, Benefits or HRIS Operations; or equivalent amount of education and work experience
  • Excellent interpersonal and communication skills, and demonstrated successful ability to build positive partnerships, while working collaboratively with cross functional business teams
  • Demonstrated successful ability to organize and prioritize work to ensure deadlines are met
  • Demonstrated ability to analyze information, evaluate options and implement solutions to resolve work-related matters
  • Strong adaptability and leadership in transitional work environments
  • Proficient in using Microsoft Windows, Word, Excel, PowerPoint
  • Ability to travel 10% to 30%

Preferred Qualifications:

  • Prior Supervisory experience
  • Experience in a Shared Services environment
  • Experience interacting with Payroll
  • Experience with knowledge base, IVR systems, or case management systems
  • PHR, SPHR, or SHRM certification(s)
  • Experience with Workday system