HR Service Center Team Lead

Luminis Health

Title: HR Service Center Team Lead

Reports To: Manager, HRIS

Position Summary:

The HR Service Center Team Lead provides operational leadership and subject matter expertise within the HR Service Center. This role supports daily queue management, coaching, quality oversight, and SLA performance while service as a Tier 2 escalation point. The Team Lead partners closely with the Manager, HRIS, to drive service excellence, continuous improvement, and employee experience outcomes.

Essential Job Duties:

1.    Service Delivery & Escalation Management: Serve as the Tier 2 escalation point for complex, sensitive, or high impact inquires. Provide advanced guidance and resolution support while ensuring alignment within HR policies, compliance standards, and service expectations.

2.    Queue & Case Oversight: Oversee daily case volumes and workload distribution to ensure timely response and resolution within established SLAs. Monitor queue health, aging cases, and escalation trends.

3.    Knowledge & Content Governance: Ensure knowledge base accuracy and consistency. Review and approve updates to SOPs, scripts and knowledge articles, identify content gaps, and coordinate improvements with the Centers of Excellence.

4.    Reporting & Analytics: Prepare ad hoc and required reports, analyze trends, complete employment verification requests, and support audits (e.g., I-9, payroll, compliance reviews).

5.    Cross Functional Partnership: Collaborate with Centers of Excellence and other stakeholders to resolve escalated cases, clarify policies and support enterprise-wide initiatives.

6.    Operational Excellence & SLA Management: Drive adherence to SLAs and operational metrics, identify root cases of delays or service gaps, and implement corrective actions to improve efficiency and effectiveness.

7.    Continuous Improvement & Change Support: Identify process improvement opportunities, support system enhancements and testing efforts, and lead adoption of new tools or procedures within the Service Center.

8.    Team Leadership & Engagement: Support onboarding and training of new team members. Foster a collaborative, accountable, and service-oriented team environment.

9.    Project & Administrative Support: Participate in HR projects, audits, compliance activities, and other strategic initiatives as assigned by the HRIS manager.

Education and Experience Requirement:

·         Associate's degree in human resources, Business Administration, or related field preferred. Bachelor’s degree preferred.

·         Minimum of 4-6 years of progressive experience in Human Resources or customer service including experience in service delivery, shared services, or HR Operations.

·         Strong interpersonal, listening, verbal, and written communication skills, with the ability to interact effectively with employees and leaders at all levels of the organization.

·         Detail-oriented with strong organizational skills and a commitment to accuracy and quality.

·         Demonstrated ability to adapt and maintain effectiveness in a fast-paced, rapidly changing environment while sustaining a positive, customer-focused attitude.

Required License/Certifications:

·         No license/certification is required for this role

Working Conditions, Equipment, Physical Demands:

There is a reasonable expectation that employees in this position will not be exposed to blood-borne pathogens.

Physical Demands –

The physical demands and work environment that have been described are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act.

The above job description is an overview of the functions and requirements for this position.  This document is not intended to be an exhaustive list encompassing every duty and requirement of this position; your supervisor may assign other duties as deemed necessary.