Senior Manager, HR Operations

Urgently needed for
Senior Manager, HR Operations

Company: WestRock

Job description: Description & RequirementsSmurfit Westrock (NYSE:SW) is a global leader in sustainable paper and packaging solutions. We are materials scientists, packaging designers, mechanical engineers and manufacturing experts with a shared purpose: Innovate Boldly. Package Sustainably. Guided by our values of integrity, respect, accountability and excellence, we use leading science and technology to move fiber-based packaging forward.The opportunity:The Employee Contact Center (ECC) team plays a key role in the planning, implementation, and support of key people programs and processes. Our Centralized HR team provides accurate, consistent, and timely responses to people service inquiries from various contact channels including phone, email, web, case, and chat. The Employee Contact Center primarily exists to connect Smurfit-Westrock team members, family members of Smurfit-Westrock team members, alumni, managers, human resources, and vendors providing people services with content and data through intuitive direct service, responding to inquiries, and supporting people to ensure seamless experience and resolution. The Employee Contact Center team supports Smurfit-Westrock’s people services in the United States with support in two languages (English and Spanish).Our Sr. Manager of HR Operations at the Employee Contact Center, reporting directly to the Sr. Director of HR for the North American Region, plays a pivotal role in shaping and driving the strategic vision for people services, emphasizing operational excellence and care. This role entails leading a team of HR professionals in delivering comprehensive and seamless human resources support, ensuring the achievement of organizational goals and the continuous enhancement of service quality.This position will lead a team of two direct reports and approximately 10 – 15 indirect reports.This role will be located at 1000 Abernathy Road, Sandy Springs, GA.How you will impact Smurfit-Westrock:

Work closely with HR Program Managers, HR Center of Expertise (COEs), and HR Business Partners (HRBP’s) to plan, coordinate, and implement people programs, processes, and projects – ensuring consistent support.
Manage external vendors to ensure seamless delivery of people services in line with program expectations and service level agreements.
Assess support services through feedback mechanisms to ensure frontline employees’ needs are met.
Ensure programs and initiatives supported by the ECC are accurate, timely, consistent and complete.
Implement or refine our inquiry management system to track, prioritize, and resolve requests systematically.
Build strong vendor partnerships through open communication and shared objectives.
Identify and mitigate risks like compliance issues or service disruptions with contingency plans to ensure business continuity.
Review existing workflows and partnering with the business to provide insight into areas that require improvement and optimization.
Identify potential compliance risks and implement strategies to mitigate them effectively relevant to laws and regulations that impact HR practices.
Identify inefficiencies and areas for process optimization, including reviewing workflows and soliciting feedback leading to cost savings and better service delivery.
Deploy new technologies and tools for efficiency and workload management.
Streamline processes using Operational Excellence and Six Sigma methodology.

What you need to succeed:

Bachelor’s or advanced degree in Human Resources, Business Administration, or related discipline is advantageous.
Over 10 years of HR experience in fast-paced environments, covering HR Operations, on-site HRBP and/or Centers of Excellence leadership roles.
Demonstrate strong HR leadership encouraging collaboration within the team and across departments, leading to better outcomes and a cohesive work environment.
Ability to handle sensitive and confidential information with discretion.
A holistic thinker with deep business acumen and a track record of achieving results. A proven strategic thinker with an equally strong operational and continuous improvement focus.
A proven ability to take initiative to anticipate customer needs and recommend actions to address challenges. Ability to identify risks in the operation and introduce mitigation steps to prevent issues from being realized.
HR Certification (PHR/SHRM) is preferred.
Capability to work under tight deadlines and handle multiple priorities effectively.
Strong customer service orientation with excellent communication skills, attention to detail, and a process-oriented mindset for solutions.
Create a culture of excellence in which associates are both driven and supported to succeed
Strong coaching and influencing skills.
Demonstrates a collaborative and team-oriented approach.
Advanced proficiency in computer programs such as Microsoft Office (Outlook, Word, Excel, PowerPoint), as well as experience with phone systems, Chatbots, and case management software; familiarity with other HR systems is preferred.

What we offer:

Corporate culture based on integrity, respect, accountability and excellence
Comprehensive training with numerous learning and development opportunities
An attractive salary reflecting skills, competencies and potential
A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.
Flexible work environment (3 days in the office; 2 remote)

Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.Smurfit Westrock is an Equal Opportunity Employer. We strive to create and maintain a diverse workforce where everyone feels valued, respected, and included. Smurfit Westrock does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local law.

Expected salary:

Location: Atlanta, GA

Job date: Fri, 13 Jun 2025 03:16:38 GMT

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