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American Electric Power Director Employee Service Center in Columbus, Ohio

34435BR

Title:

Director Employee Service Center

Job Description:

Oversee and manage Employee Service Center initiatives at the enterprise level to align with the HR Strategy, Workforce Experience goals and HR Service Delivery targets. Provide strategic leadership, planning, and guidance for the development, implementation and management of Employee Solutions Center initiative, programs, policies, and processes ensuring alignment between Business and HR strategic objectives in support of full employee lifecycle.

Key Capabilities for this role include Leadership, Business Fluency, Visionary, Customer Experience, Engagement Methods, Functional HR technology and tools, Adaptability, Strategic Mindset, Team / Leader Effectiveness, Communication, Demand Planning

ESSENTIAL JOB FUNCTIONS are listed below:

  • Manage Employee Service Center initiatives at the enterprise level to meet targets through continuous evaluation, quality assurance, and focused improvement efforts.

  • Set overall strategy and provide guidance for the Employee Service Center team to create, build, and implement effective, efficient, and consistent operational processes, leveraging technology improvements and ensuring optimal utilization of all resources.

  • Manage resource capacity and planning for Employee Services function including the work of maintaining HR data records and high-volume transactional processing.

  • Retain current knowledge of customer services techniques in the industry and make continual improvements to evolve the service delivery model in providing exceptional services to employees that are both cost effective and efficient.

  • Oversee HR compliance function including pre-employment testing, drug testing, background check and AAP planning and vendor management.

  • Identification of emerging workforce trends identified through data in scope of Employee Service Center and ensure effective communication to key HR stakeholders for follow up actions.

Auto req ID:

34435BR

Relocation:

Yes

Location:

Columbus, OH

Job Type:

Full-Time

Job Category:

Human Resources/Recruiting/Training

Minimum Requirements:

BASIC QUALIFICATIONS

Education: Bachelor's degree in business, human resource or equivalent.

Experience: Minimum of 7 years' experience in human resources, customer service operations, legal or experience working with teams to solve problems.

OTHER REQUIREMENTS

  • Some Travel may be required.

  • Progressive experience in supervisory/management positions is preferred.

  • Experience with design thinking and customer experience journey pathing is a plus.

Physical demand level is Sedentary

#INDAEP

Work Designation:

Hybrid

Geographic Proximity:

Located in AEP's service footprint: IN, LA, OH, OK, TX or WV

Equal Opportunity Employer | Minorities/Females/Disability/Vets

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