HR Customer Support Manager
Full time @Fannie Mae in Banks and Financial Services Shortlist Email JobJob Detail
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Job ID 1775
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Career Level Manager
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Experience 6 Years
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Qualifications Degree Bachelor
Job Description
Description:
At Fannie Mae, futures are made. The inspiring work we do makes an affordable home a reality and a difference in the lives of Americans. Every day offers compelling opportunities to impact the future of the housing industry while being part of an inclusive team thriving in an energizing, flexible environment. Here, you will help lead our industry forward and make your career.
As an HR Customer Support Manager, you will help manage our HR Service Center. The HR Service Center facilitates resolution to inbound inquiries from active and former Fannie Mae employees. The HR Service Center also provides broad support on core HR functions that may involve inbound and outbound engagement efforts (e.g., benefits administration, employee relations intake, life event change administration, and related vendor management). The HR Manager leads an employee service functional team. This role guides the team to facilitate comprehensive end-to-end solutions, while leveraging voice of the customer insights to drive root cause problem solving and continuous improvement of employee self-serve tools and resources.
- Coordinates strategy execution and day-to-day leadership with a strong focus and emphasis on building high performing teams, skills development, driving accountability, process execution, change management, and brand management.
- Performs routine oversight of application and process requirements to validate the right quantitative and qualitative data inputs are captured and required, so that customer interaction data is transformed into meaningful insights. Collaborate with partners, stakeholders, and Senior Leadership by providing key insights and intelligence to influence policy, product roadmaps, and training offerings. Lead team in identifying new strategies/solutions, improve processes, and implement the change necessary to continuously improve overall business and operating model and connect to broader strategies.
- Anticipates and mitigates risks. Identifies, assesses, monitors, and reduces various layers of operational risks associated with a complex interaction model that may flow across multiple vendor interactions. Ensures effective internal controls are in place to mitigate risks related to mishandled interactions.
- Holds self and subordinates accountable to fully adopt the way of working (WOW) lean management tools and principles across the four critical dimensions of customer satisfaction, effectiveness or quality, efficiency, and employee engagement.
- Provides continuous coaching and feedback to subordinates to aid in individual career growth and development. Delegates work effectively. Monitors team demand and capacity to meet customer needs, challenge team members, and position resources to deliver efficient and effective solutions.
- Reports to senior management on the unit’s productivity and staffing levels.
Qualification:
THE EXPERIENCE YOU BRING TO THE TEAM
Basic Qualifications
- Bachelor’s degree or equivalent.
- 6-8 years of related experience.
- Prior people management and demonstrated leadership ability is required. Collective capabilities for leadership include building high performing teams, evaluating employee performance, giving feedback, and leading through change and rebranding effort.
- Ability to promote a culture of responsibility and drive accountability in others to achieve business results.
- Ability to manage day-to-day operations that line up to the team’s new value proposition and rebranding effort.
- Ability to analyze and draw insights from voice of the customer feedback to facilitate further service enhancements.
- Prior experience evaluating and tracking the individual and team performance metrics.
- Prior experience anticipating risks and designing solutions to mitigate them.
- Prior contact center leadership experience strongly preferred.
- Prior HR experience strongly preferred.
- Experience managing and working closely with benefit vendors a plus.
- Experience with HR platforms a plus.
The future is what you make it to be. Discover compelling opportunities at careers.fanniemae.com.
Fannie Mae is an Equal Opportunity Employer, which means we are committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, religion, national origin, gender, gender identity, sexual orientation, personal appearance, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation in the application process, email us at careers_mailbox@fanniemae.com.
Successful job applicants will be required to successfully complete a background investigation.
