Job Description

About The Heritage Group

The Heritage Group is a fourth-generation, family-owned business focused on construction and materials, environmental services and specialty chemicals. Over the last 90+ years, the Heritage portfolio has grown to include more than 50 companies that employ more than 6,000 people. What unites this diverse group of businesses and individuals is our commitment to create a safer, more enriching, and sustainable world by harnessing the power of family.

The Sr Manager, HR Services provides leadership and oversight of HRSS' HR administration delivery, ensuring quality, scalable, efficient, and customer-centric support. This role keeps the operational vision for the functions that comprise HR Services while ensuring delivery and compliance to policies and service standards. The Sr Manager partners with HRSS functional leaders, HR COEs and COPs, OpCo HR, ITSS, and external vendors to optimize delivery and processes, reduce risk, and support organizational goals.

Essential Functions

• Act as a player-coach for a high-performing HR Services team, fostering a culture of accountability, development, and continuous improvement.
• Oversee HR service delivery personnel to ensure compliant, timely, and service-oriented delivery.
• Oversee escalated Tier 2 and Tier 3 inquiries, ensuring high-quality and timely resolution.
• Oversee HR knowledge management, ensuring consistent, accurate, and user-friendly content.
• Establish service delivery standards, KPIs, SLAs, and performance dashboards to measure efficiency, quality, and employee experience. Define monitoring processes and set expectations.
• Develop reporting frameworks and metrics to provide insight into workload trends, resource needs, and service performance.
• Lead improvement, implementation, and governance of case management tools, quality measurement, service technologies, and workflow enhancements.
• Lead process innovation, service expansion, and operational optimization initiatives.
• Align HR Services operations with THG Companies’ HR service delivery model, HRSS’ strategy, and enterprise objectives.
• Be a critical player in change management activities related to new service models, technologies, and organizational initiatives.
• Contribute to HR Shared Services strategic planning, translating enterprise priorities into operational plans.
• Partner cross-functionally with internal and external stakeholders to support cross-functional process improvements, system enhancements, and operational readiness.

• Additional duties and responsibilities as assigned, including but not limited to continuously growing in alignment with the Company’s core values, competencies, and skills.
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Education Qualifications

• Required Bachelor's Degree in Human Resources, Business Administration, or related field

Experience Qualifications

• Required 10+ years progressive HR Shared Services or HR operations experience
• Required 5+ years of leadership responsibility
• Experience leading multi-tier service delivery teams and developing associated measurement tools.
• Experience with an HRIS system, Workday strongly prefer, case management systems (like FreshService or ServiceNow), and other service center technologies.
• Demonstrated experience driving process improvements and managing organizational change.

Skills and Abilities

• Exceptional leadership, communication, and stakeholder management skills.
• Tech-forward mindset and strong analytical capabilities – embracing technology and using digital tools and data to improve how work gets done.
• Proven ability to transform stated business needs into tangible, specific processes and tools.
• Advanced organizational, prioritization, and problem-solving skills.
• Ability to manage competing priorities in a fast-paced environment.
• Deep knowledge of HR operations, operational principles, and service delivery models.
• High degree of integrity, confidentiality, and professionalism.

Licenses and Certifications

• HRMP, SHRM-CP, or SHRM-SCP a plus. Preferred

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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