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McDonald's Manager, HR Operations in Oak Brook, Illinois

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Company Description

McDonald’s is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries that serve 70 million customers daily. As the global leader in the food service industry, our legacy of innovation and hard work continues to drive us.From drive thru updates to delivery to mobile order and pay, we are innovating quickly and growing. Joining McDonald's means thinking big and preparing for a career that can have influence around the world.

At McDonald’s, we see every day as a chance to create positive impact. We lead through our values centered on inclusivity, service, integrity, community and family. From support of Ronald McDonald House Charities to our Youth Opportunity project and sustainability initiatives, our values keep us dedicated to using our scale for good: good for our customers, people, industry and planet. We also offer a broad range of outstanding benefits including a sabbatical program, tuition assistance and flexible work arrangements - check them out here (https://assets.jibecdn.com/prod/mcdonalds/0.0.204/assets/20210203-Benefits_Onepager.pdf) !

We are an equal opportunity employer committed to the diversity of our crew members, staff, operators, and suppliers. We promote an inclusive work environment that creates feel-good moments for everyone. We are interested in people who enhance our company culture: Does this role interest you? We encourage you to apply even if you don’t meet every single requirement!

Job Description

McDonald’s is seeking a Manager of HR Operations for our Employee Service Center who will be an important member of the HR Operations Team with Global People. This role will be responsible for providing direction to the Employee Call/Contact Center and Support Center Teams which includes; 2 direct reports and 25 indirect reports. This leader will also play a key role in leading daily operations of the Department at large. Responsible for leading the day-to-day operations of our US/Canadian HR and Payroll Service Center teams who serve as first point of contact for employee needs related to all HR, payroll, leave of absence and other related inquiries. As a leader with an outstanding customer service orientation and a track-record of driving excellence in service delivery, this role will partner with our HR, Operations and Global Technology partners to deploy new programs that impact the North American employees.

Over time, the Manager will help identify and implement integrated technology solutions to drive self-service, speed of inquiry/issue resolution, and reduced case volumes while enhancing overall employee experience. If you are an experienced HR Operations leader looking to lead the HR/Payroll service delivery transformations of one of the world’s most iconic brands, this is the role for you!

The people team adds value to the McDonald’s system by providing best-in-class services and solutions that support our business effectively and efficiently in the areas of cost, time, quality and compliance. Our People organization provides services to over 80,000 active and former McDonald's employees in the US and Canada in the form of accurate, consistent and timely responses to inquires from various contact channels.

Principle Accountabilities:

  • Confirmed experience leading, supporting and coaching teams in the delivery of the current scope. Among other things this includes leading priorities and ensuring activities are handled effectively by modifying plans and actions of the team.

  • Leads deployment and adoption of any new technology to enhance processes in line with HR and Employee Experience priorities.

  • Assesses performance and Service Level agreements, keeping a constant focus on improving Customer Satisfaction. Metrics tracked include, but are not limited to: First Call Resolution, customer satisfaction and process efficiency / effectiveness.

  • Supervises knowledge management procedures and their correct execution across the entire People team to ensure service quality sustainability.

  • Performs periodic Quality Audits, by evaluating activities performed by the Service Center team according to pre-established standards. Quality Audits would include; call and case handling, new hire training sessions and on demand reports, etc.

  • Drives operational improvements that create a more efficient organization.

  • Establishes and leads regular operational reviews and performance dashboards to assess service quality and the employee experience. Includes coordinating with vital partners, ensuring information is relevant, accurate and easy to consume, and identifying improvement opportunities.

  • Implements documentation to include SOPs, Job Aids, and communications material to educate and train team members and partners.

  • Facilitates knowledge sharing by training the HR Service Center representatives on HR practices and processes, while coaching the team through ambiguity and develop proactive thinking.

  • Recognizes and anticipates peaks in work volume and/or changes in service delivery requirements, working closely with the Employee Services Director to ensure the team is adequately resourced and structured to meet these requirements.

  • Leads engagement with various partners and 3rd party vendors.

  • Continuously benchmarks with external sources to educate the team and fellow leaders on HR service delivery model and processes.

Qualifications

Preferred

  • Bachelor's Degree in Business Management/Administration, Human Resources or relevant undergraduate degree plus equivalent experience.

  • HR Technology/digital experience; with preference to OracleHCM Cloud and ServiceNow HR.

  • Experience with complex project management and operating in a fast paced environment and handle multiple priorities simultaneously.

  • Excellent written and verbal communication skills with the ability to comfortably interact with all levels within the organization.

  • Demonstrated ability to quickly build relationships and influence others, regardless of level.

  • Proven ability to operate and manage in an ambiguous environment.

  • Advanced Excel and Word skills as well as Quantitative Analytical skills.

Basic

  • 5+ years of progressive experience in HR and or Payroll, ideally operating in an HR Shared Services environment responsible for handling HR and/or Payroll transactions and inbound call/emails/chat

  • Proven and effective People Management skills, demonstrated leadership experience including leading other leaders

Additional Information

McDonald’s is committed to providing qualified individuals with disabilities reasonable accommodations to perform the essential functions of their jobs. Additionally, if you (or another applicant of whom you are aware) require assistance accessing or reading this job posting or otherwise seek assistance in the application process, please contact recruiting.supportteam@us.mcd.com

McDonald’s provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Nothing in this job posting or description should be construed as an offer or guarantee of employment.

Requsition ID: REF1238B

McDonald's Corporation and McDonald's USA, LLC (the "Company") are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances.

McDonald's and its franchisees are taking proactive steps in response to the COVID-19 outbreak to ensure the safety in our restaurants across all communities. Our values of quality, service, and cleanliness continue to guide us. We're following direction from the CDC, state, and local governments and adhering to our deep cleaning procedures in every restaurant, every day. We also fully support employees who stay home from work if they are feeling sick. Read more about the ways we are prioritizing health at https://news.mcdonalds.com/news-releases/news-release-details/prioritizing-health-safety-and-community-mcdonalds-shares.

McDonald's and its franchisees are always looking for top candidates and encourage you to apply online. If you have any questions, please first call the restaurant as this will help the restaurant comply with any social distancing guidelines or other compliance obligations. For corporate roles, please proceed to the online application, or if you already applied, contact supportteam@us.mcd.comsupportteam@us.mcd.com. There may be a short delay in response time while we continue to monitor the impacts of COVID-19. We sincerely thank you for your continued trust in the Golden Arches.

McDonald's and its franchisees are taking proactive steps in response to the COVID-19 outbreak to ensure the safety in our restaurants across all communities. Our values of quality, service, and cleanliness continue to guide us. We're following direction from the CDC, state, and local governments and adhering to our deep cleaning procedures in every restaurant, every day. We also fully support employees who stay home from work if they are feeling sick. Read more about the ways we are prioritizing health at https://news.mcdonalds.com/news-releases/news-release-details/prioritizing-health-safety-and-community-mcdonalds-shares.

McDonald's and its franchisees are always looking for top candidates and encourage you to apply online. If you have any questions, please first call the restaurant as this will help the restaurant comply with any social distancing guidelines or other compliance obligations. For corporate roles, please proceed to the online application, or if you already applied, contact supportteam@us.mcd.comsupportteam@us.mcd.com. There may be a short delay in response time while we continue to monitor the impacts of COVID-19. We sincerely thank you for your continued trust in the Golden Arches.

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