CNA is invested in supporting our employees.  The CNA HR Operations Team is focused on supporting our employees and assures our HR partners are able to execute their goals.  Come and join this innovative, collaborative group of professionals as we work together to deliver exceptional service that makes CNA a great place to work!

Job Summary

CNA has an opening for a HR Operations Manager in our home office located in downtown Chicago. The ideal candidate will possess both people leadership and shared services experience. This role will be responsible for shared services management, project leadership, problem solving, customer service and day-to-day operational support of CNA’s HR functions.  We are seeking an individual that is collaborative, innovative, creative, and adaptable to change.

Essential Duties & Responsibilities

Leadership

Lead and support the HR Connect team.
Train HR Connect team on new streams of work and continuous improvement to identify process improvements.
Assist in defining SLAs and assures that HRConnect is meeting all set SLA’s.
Responsible for building a cohesive team that works well together, as well as ongoing employee engagement.
Implement and assess the technology solutions utilized by the HR Connect team.
Manage spikes in requests to HRConnect to assure the workload stays balanced.
Manage team schedule to assure for full coverage at all times.
Cross train to assure all aspects of HRConnect have back-up coverage.
Prioritize required tasks according to business needs to ensure effective and timely completion.
Assures compliance with CNA policies and procedures in each customer interaction.
Serve as an escalation point for team on complex and high priority questions and requests that come into HRConnect.
Report out on HRConnect trends and metrics to HR Leadership.
Project Work

As needed project-based work.
Covid project work including contact tracing and exposure notifications.
Manage project or short-term assignments for the HRConnect team.
HR and Business Function Support

Oversee HR Knowledge Database utilized by HR Connect team.
Encourage feedback from business partners to identify and document issues and provide recommendations for improvement.
Provide support to HR Centers of Excellence.
Work with IT on data requests and executive processes.
Serve as Talent Administrator for non-C-suite and HR Functions.
Skills Knowledge and Abilities

Ability to multi-task and work in a fast changing environment.
Ability to explain complicated issues in a clear and simplified manner.
Develops, motivates, evaluates and coaches team on proper ticket handling and teamwork to deliver excellent customer service.
Strong communication and customer service skills, ability to handle sensitive and highly charged conversations.
HR compliance/policy or equivalent regulated/compliance based environment required.
Experience tracking/reporting on metrics required.
HR System knowledge (ServiceNow, Workday and Cornerstone preferred).
Experience with training or instruction.
Education and Experience

Bachelor's Degree or equivalent work experience.
Minimum of 3 years Human Resources or Operations/call center experience required.
Previous experience in a customer service environment required.
Previous experience in a call center or shared services environment preferred.
Experience with leading a team desired.
 

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Job Administration
Primary LocationUnited States-Illinois-Chicago
Organization HR - Benefits - HRConnect