Pacific Gas and Electric Company Hiring for Manager, HR Service Solution Center at Oakland, CA  Full Time

Requisition ID# 149297

Job Category: Customer Support / Operations

Job Level: Manager/Principal

Business Unit: Human Resources & Enterprise Change Ofc

Work Type:

Job Location: Oakland; Sacramento

Department Summary

The Human Resources Service Center (HRSC) is responsible forresponding to calls and electronic tickets related to SAP and HR transactional questions, which include Organization Management, Personnel Actions, such as employee transfers, separations, creating organizational units and rate of pay. We also assist with basic non-transactional inquiries from our employee and retires, such as basic HR policy questions, and assist with ensuring questions are addressed by the HRSC or our HR Partners. We strive to be a one-stop shop for all HR related inquiries.

Position Summary

The Manager, HR Service Center leads various HR Programs, manages a team of HR Professionals that handles inquiries on basic HR Company policies, procedures, transactions and systems from fellow coworkers and leaders. The goal is to guide a team that is engaged and driven to provide excellence in customer service.

The role is hybrid working from your remote home office and the Oakland General Office, on average, two to four times monthly or as business needs require.

PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of thejob posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will bebased on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience,market value, geographic location, and internal equity.This job is also eligible to participate inPG&E’s discretionary incentive compensation programs.

A reasonable salary range is:

Bay Area Minimum: $122,000

Bay Area Maximum: $194,000

Job Responsibilities

• Manage team of HR Professionals; workload, performance, set goals, objectives
• Promote and model an elevated level of customer service to our coworkers and HR Partners
• Oversee day-to-day operations of the HRSC, ensuring that the operations of the team meet the established customer service goals/standards; positive customer experience, timeliness and accuracy
• Accountable to managing staffing needs and skill sets
• Promote team cohesion, engagement and morale
• Ensure compliance with applicable Federal Regulations
• Provides oversight to programs and teams, ensuring successful performance
• Build strategic relationship with our HR Partners; i.e. Payroll, IT
• Handle confidential matters with discretion
• Adhere to the department’s operating procedures and policies to ensure they are efficient, and client focused
• Lead projects in support of continuous improvement
• Handle complex and/or escalated issues and bring to full resolution
• Planning, development, implementation, and management Operational Programs
• Identify and recommend areas of improvement to internal standard operating procedures, including team restructuring and morale

Qualifications

Minimum:

• Bachelor’s degree or equivalent experience
• 6 years’ experience in HR, HR call center, corporate customer service or other related job experience
• 2 years Leadership experience

Desired:

• Call Center Leadership experience
• Experience in compliance
• Experience with call center systems/technology
• Experience in Process Improvement
• Experience in metrics reporting and analysis
• Experience managing PG&E HR programs
• Understanding of CA Labor Laws
• Experience working in a union environment and exposure to Labor Relations (CBA, LOA, etc.)
• Experience in the use of databases, spreadsheets, SAP working knowledge
• Demonstrated skills in multi-tasking
• Self-directed, organized, and dependable, with the ability to anticipate and identify urgent needs
• Excellent active listening skills, oral and written communication skills
• Demonstration of model customer service
• Ability to motivate a team
• Exceptional attention to detail and deadlines
• Professional in Human Resources (PHR)certification

. Pacific Gas and Electric Company is an Affirmative Action and Equal Employment Opportunity employer that actively pursues and hires a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, age, religion, physical or mental disability status, medical condition, protected veteran status, marital status, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information or any other factor that is not related to the job.