JOB TITLE:Senior Director HR Centers of Excellence SALARY RANGE: $129,643 - $165,000 HAY POINTS: 1142 DEPT/DIV:People Department HR Center of Excellence SUPERVISOR:Deputy Chief HR Operations & Analytics LOCATION: 2 Broadway HOURS OF WORK: 9:00 am - 5:30 pm (7 1/2 hours/day) SUMMARY: The Senior Director of Center of Excellence plays a crucial role in driving the MTA’s customer and user experience across all employee touchpoints. Beyond ensuring best-in-class customer interactions, this role will also be pivotal in revitalizing the employee experience and leading the HR digital transformation initiatives. With a keen eye for detail and a passion for innovation, the Sr Director of Center of Excellence will champion the digitization of traditional methods and implement cutting-edge workflows/channels and customer focus technologies. The incumbent is entrusted with leading employee, retiree, and vendor satisfaction initiatives by leveraging modern technology and data-driven metrics. This role is pivotal in co-creating and co-executing the Department's strategy in collaboration with a diverse group of stakeholders, ensuring the seamless and timely execution of pivotal priorities. Furthermore, this position holds the responsibility of optimizing the efficiency and effectiveness of the HR customer-centric tools. This encompasses collaborating with the Deputy Chief of HR Operations and Analytics for central initiatives, utilizing data and fresh external insights to challenge and improve existing practices, representing HR in both internal and external forums, and championing the professional growth of the department. This role will work in a multidisciplinary environment on user experience design activities throughout the full application development lifecycle often leading numerous design initiatives concurrently and will be responsible to perform user-centered design tasks such as use cases, site maps, flow diagrams, journey mapping, and final user interface documentation. RESPONSIBILITIES:
Leadership & Strategy: Lead a multi-location support team in client services and operations identifying, managing, and resolving complex HR issues in a variety of HR areas. Must set a clear vision and strategy for achieving best-in-class customer centricity, performance, productivity, and quality across all communication channels which should be embedded in process development and implementation strategies to accomplish business objectives.
User Experience (including Employees): Employ a user centered design methodology by representing customer needs throughout the full product development cycle.
Operational Excellence: Drive current and future processes throughout the Centers of Excellence and ensure alignment with quarterly planning activities/goals which may require translation of organization priorities into initiatives, timelines, and plans. Develop and provide operating reports and other presentations showcasing department support metrics and project status. Oversee areas connected to the customer experience, such as gathering insights and integrating product and marketing feedback loops.
Digital Transformation and Technology Maintenance: Oversee the digital experience, ensuring seamless integration of technologies that enhance both customer and employee journeys. Partner closely with IT stakeholders and digital product department to ensure efficient scaling and integration of new technologies.
Implementation: Spearhead the rollout of user-centric tools, including IVR systems, chatbots, self-service platforms, digital form solutions, employee portal, internal/external career site, and the vendor portal. Review and approve changes to internal processes, identifying and implementing process improvements, customer service standards, and customer service escalations for functions.
Vision & Execution: Drive the vision and strategy for the Center of Excellence. Rebrand and revitalize the Centers of Excellence (previously Business Service Center (BSC)) experience ensuring it aligns with company values, best practices and enhance overall organizational culture. Facilitating change management that will translate and connect vision with business strategies and objectives into HR actions and initiative driving them through the organization through individual client and organization communication. Work with Sr Leadership to define and balance long and short-term goals.
Decision-Making: Use data analytics to drive decision-making, develop and interpret metrics to track progress within the business, and assist in achieving long-term goals and strategies.
User Experience: Employ a user-centered design methodology by representing customer needs throughout the full product development cycle.
Team Management and Development: Select, develop and motivate personnel within the department. Provide career development for subordinates. Provide prompt and effective coaching and counseling. Responsible for discipline/termination of employees when necessary. Review performance of staff. Create a professional environment that respects individual differences and enables all employees to develop and contribute to their full potential.
Performs other duties as required.
Manage a wide array of employee issues, often complex and time sensitive.
Ensure swift and professional resolution with a focus on top-tier customer service.
Adhere strictly to MTA policies, NYS and federal employment laws, the Americans with Disabilities Act, and collective bargaining agreements.
Act as a key facilitator for organizational change, potentially impacting hundreds to thousands of employees and dependents.
Recognize that the role's influence extends beyond mere numbers and can significantly shape MTA's reputation.
KNOWLEDGE, SKILLS, AND ABILITIES:
Building candidate pipelines for complex and hard-to-fill positions such as skilled crafts.
Strong business acumen, with proven ability in data analysis and interpretation, with the aptitude and ability to dive deep to analyze data, to develop meaningful insights and conclusions.
Ability to create and manipulate data modeling and relational database structures for Workforce Management forecasting.
Excellent written and verbal communication skills, including the ability to communicate analytics and analytical insights to a non-technical audience.
Proficient in Human Resources systems (preferably PeopleSoft-Reporting) or comparable HR Information System.
Responds to customers’ needs by producing reports and resource plans with information and based on specified requirements.
Strong working knowledge of Microsoft Office applications.
Ability to create and manipulate spreadsheets with advanced formula application and database software (Advanced Excel and Access) experience required.
Excellent verbal communication and interpersonal skills. Good written communication skills.
Self-starter and independent. Team oriented and results driven.
Ability to interface with all levels of management.
Demonstrated complex problems solving skills.
Strong organizational skills and attention to detail.
EDUCATION AND EXPERIENCE: REQUIRED
Bachelor’s degree in information technology, Business Administration, Human Resources or related field.
10 years of experience managing a progressively more complex experience in the field of business or customer relations or related field.
5 years of experience managing and developing a diverse group of employees.
5 years of experience in designing and implementing Customer Relations Management (CRM) technology (chat-bot, IVR, employee portal, websites, etc.).
Extensive leadership skills.
Strategic thinking skills.
Familiarity with information technology and human resources information technology.
Excellent oral and written communication skills.
Excellent negotiation skills.
Must possess the ability to multi-task and set priorities.
Excellent planning and forecasting skills required.
Ability to direct, guide, manage and lead senior staff employees in several unrelated disciplines preferred.
Master's degree in a related field.
Strong Project Management skills
OTHER INFORMATION: Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the "Commission")
Equal Employment Opportunity MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities. The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.