JOB OVERVIEW:

The Supervisor supports the HR Shared Services Manager by managing a team that delivers high-quality service across key programs such as the Company Car Program, Relocation Programs, Total Rewards Service Center (TRSC), and Darden Dimes and Benefits administration. The role focuses on operational excellence, process improvements, and fostering a people-centered culture to enhance experiences for Darden Team Members and Operations Managers.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Team Leadership & Development:

-Supervise daily operations of the Total Rewards Service Center team, ensuring compliance with Core Values and service standards.

-Conduct regular one-on-one meetings, team meetings, and performance reviews while providing coaching and career development support.

-Recruit, onboard, and develop team members to maintain a high-performing and engaged workforce 

Program and Service Oversight:

-Act as a knowledgeable resource for programs including Company Car Administration, Relocation Program Administration, Darden Dimes, and Benefits Administration.

-Manage TRSC real-time phone queue, scheduling, workforce planning, and forecasting.

-Monitor and report on service quality, productivity, and TRSC metrics through dashboards and performance indicators.

-Handle escalations from TRSC support, collaborating with HR and Operations leaders to resolve issues and implement corrective actions.

-Analyze program spend, utilization, and participation using Excel for trend identification and cost-effectiveness. Use insights to recommend process improvements and enhance employee engagement.

-Maintain understanding of general ledger processes and core accounting principles, interpret financial data, ensure compliance with supplier requirements while using Oracle systems. 

Collaboration and Integration:

-Partner with HR, Total Rewards, and Operations leadership on shared initiatives and enterprise goals.

-Ensure seamless integration of processes across functions to deliver excellent customer service.

REQUIRED TECHNICAL SKILLS AND QUALIFICATIONS:

EDUCATION AND EXPERIENCE: 

-Bachelor’s degree in human resources, Business Administration, or related field preferred.

-Over 3 years of experience in HR Shared Services or HR Operations.

-At least 1 year of supervisory or team lead experience in a service center or HR environment.

-Experience with Total Rewards programs, relocation, company car, and vendor management is preferred.

TECHNICAL PROFICIENCIES: 

-Proficiency in PeopleSoft systems and HR Acuity.

-Advanced skills in Microsoft Excel, including pivot tables, complex formulas, data modeling, and dashboard creation to support analysis and strategic decision-making.

OTHER KEY QUALIFICATIONS: 

-Demonstrated ability to lead and influence cross-functional teams.

-Excellent written and verbal communication skills.

-Strong interpersonal skills and ability to prioritize multiple challenges effectively.

-Knowledge of the entire payroll process to understand issues and make informed decisions.

-Commitment to timely and helpful responses to inquiries from various stakeholders including the Restaurant Support Center and all levels of employees.

-Advanced customer service skills focused on thorough and timely fulfillment of customer needs.

-Ability to maintain confidentiality of company strategy, business situations, payroll, and personnel information.

-Strong teamwork skills to interact with diverse team members, customers, and personnel from various backgrounds. 

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