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Job Description:

Job Summary

Responsible for contributing to Walgreens HRSS strategic priority to build a scalable and efficient HR foundation as a building block to elevate the team member experience. Manages a team of representatives, processes and systems to deliver a consistent, supportive, personalized customer service experience throughout the team member’s lifecycle. Ensures the delivery and excellent customer service related to large- scale Human Resources services which impact team members.

Job Responsibilities

+ Builds and maintains a positive working environment to train and develop the HR Shared Services team members to foster understanding of broad HR principles, policies, procedures and systems with a high level of customer service focus. Leads a team in order to execute assigned projects to migrate identified HR processes and transactions into core HR systems.

+ Monitors team interactions with customers and provides coaching to optimize efficiency and the team member/manager experience. Uses established protocols and tiered escalation to ensure response to issues and requests from HR, team members and managers in accordance with service levels agreements (SLAs).

+ Participates as a working manager on addressing inquiries or requests within the HR case management system. Serve as a point of escalation for team members to resolve any complex issues. Maintains and improves HR Shared Services operations by tracking trends of incoming inquiries to identify/resolve issues, support continuous improvement and ensure high service levels.

+ Develops effective communication and training materials for the team to ensure team is providing timely, consistent and accurate guidance in accordance with HR and governmental policies and practices.

+ Supports the creation and deployment of the HR shared services strategy in partnership with HR Business. Partners with HR Centers of Excellence and business stakeholders.

+ Uses the service governance program, oversees the incorporation and delivery of new shared service offerings. Analyzes key performance data to partner with internal and HR partners to identify, recommend and drive process improvements.

+ Provides HR program/project support based on HR Centers of Excellence and vendor relationships.

+ Maintains employee records and data. Leads team in providing HR systems support. Researches and reports trending systems issues as reported by end users and share findings with the system owner and HR Technology team to collaborate on timely and effective resolution.

+ Partners in the development and implementation of both new and/or changes to supporting HR systems (case management, core HR, onboarding) including supporting systems testing. Monitor data integrity in systems and ensure appropriate and relevant audit controls are in place.

+ Manages the relationship with Service Providers to ensure the effective delivery of services for short and long-term business objectives to Walgreens Boots Alliance executives and team members

+ Ensures that value is achieved as anticipated from the outsourced relationships by aligning on strategic direction and culture to support the business strategy

+ Delivers services as expressed in the Statement of Work and the service levels for outsourced services are maintained and continually improved

+ Serves as a company representative to HR vendors to resolve and minimize problems with day to day delivery and to evaluate vendors used for HR services

+ Produces the highest level of service quality, closely liaising with HRBPs, HRGs, HR COEs and the service provider

About Walgreens

Founded in 1901, Walgreens (www.walgreens.com) has a storied heritage of caring for communities for generations, and proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico, and leading omni-channel platforms. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for retail pharmacy and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.

Walgreens is the flagship U.S. brand of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader. Its retail locations are a critical point of access and convenience in thousands of communities, with Walgreens pharmacists playing a greater role as part of the healthcare system and patients’ care teams than ever before. Walgreens Specialty Pharmacy provides critical care and pharmacy services to millions of patients with rare disease states and complex, chronic conditions.

The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits More Company information is available at www.walgreensbootsalliance.com

**Job ID:** 1620527BR

**Title:** Manager, HR Operations Shared Services

**Company Indicator:** Walgreens

Employment Type:

**Job Function:** Human Resources

**Full Store Address:** 1901 E VOORHEES ST,DANVILLE,IL 61834

**Full District Office Address:** 1901 E VOORHEES ST,DANVILLE,IL,61834-04509-01234-2

External Basic Qualifications:

+ Bachelors degree and at least 2 years of Experience leading a call center or a service center team OR High School/GED and at least 5 years of Experience leading a call center or a service center team

+ Experience delivering company benefits plans, policies and procedures.

+ Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.

+ Experience with MS Office Suite.

+ Experience evaluating information to determine compliance with standards, laws, and regulations.

+ At least 1 year of direct leadership, indirect leadership and/or cross-functional team leadership.

+ Willing to travel up to/at least 25% of the time for business purposes (within state and out of state).

Preferred Qualifications:

+ Fluency in Spanish.

+ Experience leading process improvement or robotic process automation.

+ Experience in Human Resources.

+ HR certifications such as PHR, SPHR, CCP, etc.

We will consider employment of qualified applicants with arrest and conviction records.

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