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HR Service Center Manager

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Delek US

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Location:
United States , Brentwood

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Category:
Human Resources

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The HR Service Center Manager is responsible for overseeing HR service delivery provided by an external vendor. This role serves as the primary liaison between the company and the third-party service provider, ensuring high-quality, consistent, and compliant HR support for employees. The Specialist drives vendor performance, manages escalations, and partners with internal HR stakeholders to continuously improve service delivery and employee experience.

Job Responsibility:

  • Overseeing HR service delivery provided by an external vendor
  • Serve as the primary liaison between the company and the third-party service provider, ensuring high-quality, consistent, and compliant HR support for employees
  • Drive vendor performance, manage escalations, and partner with internal HR stakeholders to continuously improve service delivery and employee experience
  • Act as the Delek lead for the third-party HR Service Center provider
  • Monitor vendor performance against service level agreements (SLAs), key performance indicators (KPIs), and contractual obligations
  • Manage and resolve escalated or complex HR cases, including sensitive employee relations matters
  • Conduct regular service reviews, governance meetings, and performance evaluations with the vendor & HR management
  • Analyze trends in inquiries, case volumes, and service gaps to recommend process improvements
  • Ensure alignment between vendor processes and internal HR policies, procedures, and compliance requirements
  • Collaborate with HR Centers of Excellence (COEs), Payroll, IT, and HR Business Partners to ensure seamless service delivery
  • Ensure compliance with federal, state, and local labor laws and company policies
  • Assist in development and maintenance of knowledge base content, SOPs, and employee self-service resources
  • Support implementation of new HR programs, policies, and system enhancements with the service provider
  • Lead or participate in HR projects, system implementations, and process enhancements
  • Identify opportunities for automation, efficiency gains, and cost optimization
  • Provide training, guidance, and feedback to vendor teams as needed
  • Ensure data privacy, security, and regulatory compliance standards are consistently met
  • Support audits, reporting, and documentation requirements
  • Identifies opportunities to increase accuracy and develops/recommends/implements solutions
  • Performs analysis of data, processes, policies, procedures and/or systems
  • Composes thorough and detailed written technical documentation, procedures, manuals, etc.
  • Presents organized and thorough information and data appropriate for intended audience
  • Provides timely and professional support to all internal/external customers and vendors
  • Establishes and maintains effective, collaborative work relationships both internally and externally

Requirements:

  • 4 year / Bachelor's Degree
  • In lieu of the above education requirements, an equivalent combination of education and experience may be considered
  • Four (4) or more years Experience managing or working with third-party vendors or outsourcing providers required
  • Six (6) or more years Experience in HR operations, shared services, or HR service center experience
  • Strong understanding of HR processes, including employee lifecycle, benefits, payroll, and compliance
  • Experience with HRIS systems (e.g., Workday, SAP SuccessFactors) and case management tools
  • Proven experience with SLA/KPI management and reporting
  • Demonstrates attention to detail
  • Experience supporting business executive, including decision making, escalating and delegating tasks
  • Ability to influence without direct authority
  • Excellent verbal and written communication skills
  • Demonstrated ability to ensure appropriate follow up to keep all stakeholders informed on progress of tasks and projects and able to escalate appropriately to management when needed
  • Strong attention to detail, ability to multi-task, meet strict deadlines, problem solve, and work well under pressure with aggressive deadlines
  • Self-motivated, needing minimal supervision, while maintaining strict confidentiality
What we offer:
  • Up to a 10% match on 401K on your hire start, with a vesting timeline of only one year
  • Medical benefits that start on day one with a 30% premium rebate annually
  • Access to the Calm app for FREE
  • Additional annual incentives as you set and achieve goals through performance management program
  • Pay for performance culture

Additional Information:

Job Posted:
May 04, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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