Job Description

HR Services Supervisor

Pella, Iowa (hybrid)

At Pella Corporation, the HR Services Supervisor is responsible for providing leadership to the HR Service Coordinator team that supports HR Services foundations, related processes, and systems to enhance efficiency across HR transactions and services. This role enhances team member experience and engagement by delivering high-touch moments with excellence and a strong service focus.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following. Other duties may be assigned.

• Build and maintain a positive work environment while training and developing the HR Service Coordinator team, strengthening HR knowledge, and delivering high-quality customer service.

• Lead daily service delivery operations by monitoring workload distribution, service levels, case quality, and escalation management to ensure timely and accurate support.
• Use service trends, reporting, and team feedback to identify root causes, improve processes, and enhance the employee and manager experience.

• Act as a working manager, handling HR case inquiries and serving as an escalation point for complex issues.

• Develop communication and training materials to ensure timely, consistent, and accurate guidance aligned with HR policies.

• Inspire a shared vision to empower and motivate the team.
• Using established protocols and tiered escalation, ensure timely response to issues and requests from HR, employees, and managers.
• Maintain and improve operations by tracking trends of incoming inquiries to identify/resolve issues, support continuous improvement, and ensure high service levels.
• Maintain accurate and confidential employee records and data. Identify opportunities for process improvement and additional automation to enhance operational efficiency.
• Prepare performance reports by collecting, analyzing, and summarizing data and trends.
• Partner closely with HR COEs, Payroll, Benefits, HRIS, Legal, and business leaders to resolve complex issues and ensure aligned execution of HR processes.
• Stay attuned to team member concerns and engagement across the company and raise awareness with manager.

SUPERVISORY RESPONSIBILITIES

• Directly supervises 7+ HR Service Delivery team members.
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
  • Responsibilities include:
    • Interviewing, hiring, and training employees.
    • Managing time and prioritizing work through planning, assigning, and directing work.
    • Appraising performance, rewarding, and disciplining employees.
    • Addressing complaints and resolving problems.
    • Coaching and development planning, skill-building, performance standards and accountability are also crucial to this role.

EDUCATION AND/OR EXPERIENCE

• Bachelor's degree (B. A.) from four-year college or university; or three to five years HR or business-related experience and/or training; or equivalent combination of education and experience.
• Experience leading a HR Shared Service or business service operations team utilizing service management principles is preferred.

CERTIFICATES, LICENSES, REGISTRATIONS

• PHR/SPHR and/or CEBS coursework is beneficial.

COMPUTER SKILLS

• Efficient with Microsoft Office including Excel, Word, PowerPoint and OneNote and web-based applications.
• Oracle HCM and Service Now experience is beneficial.
• Experience with knowledge base, telephony, case management, and HCM systems is a plus.

About Pella Corporation

As the #1 most-preferred national window and door brand by homeowners across the country, Pella Corporation leads the industry in innovation and design. Founded in 1925, today the Pella Family of Brands encompasses a robust product offering sold and installed through various channels. We are a growing, privately owned company with 20 manufacturing locations and over 10,000 team members in the U.S. and Canada. Pella is consistently recognized as a great place to work by Newsweek, Forbes and Glassdoor, having most recently been named to America’s Greatest Workplaces for Diversity by Newsweek in 2024, as well as Forbes' 2024 Best Employers for Women and Best-In-State Employer in Iowa. We have also received numerous accolades for innovation and design, including Fast Company’s Best Workplaces for Innovators in 2024 and Most Innovative Manufacturers for 2022 and 2023.

At Pella, our team cares deeply, learns continuously and achieves results that go beyond. We encourage creative thinking that seeks out and includes diverse perspectives. And we empower you to do the work you’re most proud of — that’s why we offer individualized talent development plans, cross-functional experiences and opportunities for career advancement through personal and professional development.

With talent just like you, we are imagining, building and fighting for a brighter future for generations to come. Ready to find a career that sparks your passion?