Manager Team Member Services
Employer not yet confirmed · Orlando, Florida, United States · hybrid
The Team Member Services (TMS) and HR Lifecycle Manager leads the delivery of centralized HR services, ensuring a consistent, efficient, and high-quality experience for team members and leaders across the organization. This role drives operational excellence through standardized processes, service delivery optimization, and continuous improvement initiatives.
This role oversees the end-to-end Team Member Life Cycle (onboarding and offboarding), ensuring a seamless, compliant, and engaging experience through a digital-first approach. This Manager leads a team responsible for executing high-volume HR transactions and inquiries, while partnering with HR Centers of Excellence (COEs), HRBPs, and the business to ensure alignment and service effectiveness with the team member experience being at the forefront of every interaction.
Here’s why you will love it here:
- Recognition Programs and Rewards
- Excellent health care options, including medical, dental, and vision
- A people-first culture
- Go Hilton: Travel Discounts Program Hilton hotel rates worldwide.
- Perks at work: Employee Pricing platform
- Employee Assistance Program that supports your physical and mental well-being.
- Paid Vacation Time and Paid Sick Days
- 401(k) program with company match
- Tuition reimbursement programs
- Numerous learning and advancement opportunities
- And more!
Service Delivery & Operations Management
- Lead the Team Member Services function, delivering consistent, high-quality support across the team member lifecycle.
- Oversee daily operations of the TMS and HR Lifecycle teams, including a TMS Supervisor, TMS Specialists, and HR Lifecycle Specialists.
- Establish and monitor key service metrics, including SLAs, resolution times, and quality standards, to ensure operational excellence.
- Standardize processes and workflows to drive scalability, consistency, and efficiency.
- Champion continuous improvement through process optimization and technology enablement.
Team Member Life Cycle
- Lead end-to-end execution of lifecycle processes, including onboarding, job changes, and offboarding.
- Own I9’s (Process, vendor relationship and audits), WOTC, unemployment vendor relationship, and required offboarding documents.
- Ensure a seamless, compliant, and positive offboarding experience, ensuring compliance with state and federal regulations.
- Lead exit interview process; Gather actional feedback to present insights to HR Business Partners.
- Ensure all employment transactions are accurate, timely, and fully compliant with policies and regulatory requirements.
- Deliver a seamless and consistent experience across every touchpoint of the team member journey.
- Monitor lifecycle metrics to identify trends and drive meaningful improvements.
- Partner with HRBPs, Centers of Excellence (COEs), and Talent Acquisition to enable smooth transitions and a unified experience.
Stakeholder Partnership
- Build strong partnerships with HRBPs, Talent Acquisition, Legal, and COEs to support aligned execution of HR programs.
- Serve as the primary escalation point for transactional HR matters.
- Provide actionable insights on service trends, gaps, and improvement opportunities.
- Support enterprise HR initiatives by ensuring operational readiness and execution alignment.
Employee Experience
- Ensure prompt, accurate, and effective resolution of team member inquiries.
- Escalate complex or sensitive matters to the appropriate HR partners with clarity and urgency.
- Identify trends and address root causes to continuously elevate the team member experience.
People Leadership
- Lead, coach, and develop a high-performing team, including a TMS Supervisor, TMS Specialists, and HR Lifecycle Specialists.
- Build team capability across service delivery, operations, and lifecycle execution.
- Foster a culture of accountability, ownership, and continuous improvement.
Technology, Systems & Process Ownership
- Own and optimize core Team Member Services products, including HR Helpdesk and technology related to on/off boarding, ensuring effective utilization, data integrity, and alignment with business needs.
- Drive adoption and standardization of the HR Helpdesk, ensuring consistent intake, service request and case management, and resolution practices across the organization.
- Own the onboarding and offboarding service delivery model, including direct oversight of the team executing these processes, ensuring accuracy, consistency, and a high-quality team member experience.
- Ensure onboarding and offboarding processes are fully integrated with system workflows (Oracle, HR Helpdesk, eFiles) to deliver a seamless and compliant Team Member Life Cycle.
- Lead the design, documentation, and continuous improvement of end-to-end TMS processes, ensuring they are scalable, efficient, and clearly understood across stakeholders.
- Establish and maintain standard operating procedures (SOPs) for all lifecycle transactions and service delivery activities.
- Leverage reporting and analytics to monitor performance, identify trends, and drive opportunities to streamline workflows, reduce manual effort, and elevate service quality.
- Serve as the primary point of contact for TMS and HR Lifecyle processes and system-related escalations, ensuring timely resolution and root cause analysis.
- Partner cross-functionally to ensure strong alignment between technology, processes, and the overall TMS and Team Member Life Cycle experience.
- Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now.
- Completes all required Company training/compliance courses as assigned.
- Adheres to Company standards and maintains compliance with all policies and procedures.
- Performs other related duties as assigned.
To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:
- Analytical, thoughtful problem solver with a sense of urgency.
- Ability to lead by example and can effectively navigate increasing ambiguity and complexity to provide sound guidance.
- Demonstrated excellence in coaching and leading teams.
- Expertise in managing complex employee relations issues, including conflict resolution and coaching managers through difficult situations.
- Ability to establish and maintain strong relationships; negotiate common approach; to interact with all levels of management and Team Members; to work collaboratively and individually to achieve stated goals.
- Ability to demonstrate excellent verbal and written communication skills.
- Ability to demonstrate proficiency in computer skills including applications such as Microsoft Word, Excel, PowerPoint with the ability to learn and adapt to new technology and platforms.
In addition, the following qualifications, knowledge, skills, abilities, and experience are preferred:
- Strong skills in organization, prioritization, and managing multiple priorities within tight deadlines; ability to complete large amounts of work effectively and efficiently.
- Demonstrated leadership and partnering skills; ability to thrive in a matrix organization and influence without direct authority.
- Strong diagnostic, problem-solving, and analytical skills.
- Strong consulting and influencing skills.
- Strong collaboration skills and ability to effectively work across functions and organization.
- Ability to work in a fast-paced, high-pressure environment.
- Ability to anticipate needs and demonstrate good judgement and decision-making skills.
- Thorough understanding of laws, regulations, and company guidelines or policies.
- Experience understanding multiple business operations; strong business acumen.
- Experience in other areas of HR, designing and implementing effective solutions.
- Experience working in a large, matrixed environment.
- Knowledge and practical support of workforce planning, succession planning, and p