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Customer Experience
2100480 Requisition #

TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers’ compensation insurance.

TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you’re passionate about innovation and making an impact on the large SMB market, come join us as we power our clients’ business success with extraordinary HR.

The Sr Manager, HR Transition is responsible for leading a team of HR professionals responsible for guiding new customers through the early phases of transition and the delivery of consultative HR services.  The Sr Manager HR Transition will ensure that the team secures, builds, and sustains client relationships during the transition phase.  
The individual in this role will mentor and assist their team in the development and delivery of value-added HR services.  This individual will work with other business teams and their managers closely to plan and coordinate the use of resources to accomplish the projects and team goals as outlined by the department director. The manager’s ultimate goal is to make certain that clients are highly satisfied with and clearly recognize the value of the partnership they have engaged in.

•    Develop and drive a standard, measurable and effective HR transition process.
•    Monitor and communicate new client successes and risks.
•    Work to ensure appropriate internal staff is involved in escalated service issues.
•    Set the example and facilitate effective teamwork, rapport, communication, trust, and respect between HR Transition colleagues and other customer facing and/or internal TriNet team members.
•    Partner with the management of other TriNet business units to help drive creative, compliant, and customer-focused solutions and services. 
•    Drive coordination between customer facing & internal TriNet groups for the delivery of dependable, accurate, timely and easy to use services.
•    Prioritize projects and/or ensure consistency with corporate strategies.
•    Recruit/develop high performing team members; set clear expectations for and provides timely feedback on individual and team performance; take corrective action when necessary.
•    Establish departmental goals and objectives that are consistent with corporate goals and objectives
•    Ensure the quality and availability of TriNet orientations to new customers and worksite employees
•    Work closely with Customer Experience and Account Management leadership and other internal departments to continuously improve processes and preclude or prevent recurrence of service problems.
•    May attend prospect meetings and conference calls to ensure a smooth transition experience.
•    Responsible and accountable for HR Transition personnel issues (discipline, coaching, mentoring, performance management, work schedules, policy enforcement, etc.)
•    Drive the resolution of complex and escalated customer service complaints
•    Develop consultative and service delivery skills of HR Transition team.
•    Provide on-going education and information to HR Transition teams on new TriNet products, services, and processes, including new systems.
•    Demonstrate flexibility in examining new approaches in problem solving in response to changing organizational objectives.
•    Other projects and responsibilities may be added at leadership discretion.

•    Bachelor’s degree desired; or equivalent education and/or related work experience.
Training Requirements (licenses, programs, or certificates): 
•    PHR / SHRM-CP required 
•    SPHR / SHRM-SCP preferred
•    Minimum 4 years of managerial experience
•    5+ of experience in business consulting, client, or employee onboarding 
•    Minimum 8 years Human Resources Generalist or higher experience required. 
•    Two years of experience with customer support, preferably in a PEO environment.  
•    Prior sales interaction experience desired 
Other Knowledge, Skills and Abilities: 
•    Advanced knowledge of and experience in direct human resources management, or business consulting highly desired.
•    Experience managing client relationships both virtually and face to face.
•    Experience in collaborating with leadership in a sales and service environment.
•    Proven leadership ability in creating and maintaining a work environment where others are motivated/inspired to take action and deliver service excellence.
•    Proven ability to manage client escalations to timely resolution resulting in increased client satisfaction and retention.
•    Experience with, knowledge of, and ability to apply excellent customer service practices
•    Experience as a leader of exempt and nonexempt employees
•    Experience in process improvement, change management and overall operational excellence
•    Excellent verbal and written communication skills
•    Ability to communicate with employees at all levels of the organization
•    Strong knowledge and understanding of both state and federal employment laws 
•    Excellent interpersonal skills 
•    Excellent presentation and facilitation skills
•    A demonstrated commitment to high professional ethical standards and a diverse workplace
•    Ability to adapt to a fast paced continually changing business and work environment while managing multiple priorities 
•    Ability to apply basic mathematical operations and perform cost and variance analysis.
•    Ability to use software to create reports, presentations and spreadsheets involving complex databases and information.  
•    Ability to identify, diagnose and resolve issues affecting client transitions
•    Ability to and skilled at building effective business relationships and positively influencing others.
•    Ability to train, mentor, and coach others.  
•    Knowledge of PEO products, services, and markets a plus. 
•    Knowledge of operations, cross-functional workflows, and interaction between the various company units, processes, and systems.
•     Ability to coordinate action and provide leadership to others to facilitate customer service excellence.
•    Ability to demonstrate effective leadership skills through all communications.
•    Ability to communicate ideas and information clearly, accurately, and tactfully verbally and in writing.
•    Ability to organize, prioritize work, and ensure timely deliverables and services that are effective, efficient, and economical Excellent verbal and written communication skills
•    A demonstrated commitment to high professional ethical standards and a diverse workplace
•    Proficient in Microsoft Office Suite

WORK ENVIRONMENT/OTHER INFORMATION (Travel required, physical requirements, on-call schedules, etc.)
•    Minimal travel required (15-20%)
•    Sitting for long periods of time is necessary
•    Work in clean, pleasant, and comfortable office setting
•    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Please Note: TriNet reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.

TriNet is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact recruiting@trinet.com to request such an accommodation.


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