HR Support Center Team Lead, Sr. Associate | 2 Openings

Job description

Apply McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care. What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you. HR Support Center Team Lead, Sr. Associate | 2 Openings (Location: US) When an employee or people leader at McKesson needs assistance, they often turn to the McKesson Employee Care team. The goal of the Employee Care team is to provide a positive employee experience as employees and people leaders seek assistance with HR matters. The HR Support Center Team provides day-to-day oversight of the HR Support Center operations and HR Support Center Senior Representatives. Key focus areas for this role include: Equipping Sr. Representatives to respond to employee and people leader questions promptly, accurately, and with empathy (e.g., training, quality monitoring, providing feedback, etc.). Overseeing day-to-day operations and making real time adjustments as needed (e.g., channel monitoring, scheduling, providing feedback, managing escalations) Serving as an expert in HR Support Center operations, systems, and knowledge to ensure employees are receiving the highest quality customer support when they reach out to Employee Care with their HR questions While the HR Support Center Team Lead does not have direct reports, they function as a lead and escalation point for on-shift global Sr. Representatives providing support and ensuring operations are running smoothly. The role maintains working knowledge of U.S., Canada, and International HR processes and uses established policies, procedures, knowledge resources, and HR systems to support Sr. Representatives and respond to employee and leader inquiries. The role exercises judgment within defined practices, recognizes when an issue requires additional interpretation, risk assessment, exception handling, or subject-matter expertise, and escalates the issue to the appropriate senior team member, subject-matter expert, or process owner. The role contributes to team quality, knowledge, and process-improvement activities and supports training, testing, pilots, and implementation activities associated with HR processes and technology. This includes identification of recurring questions, knowledge gaps, or service issues, and delivering solutions to close operational gaps. The successful candidate should have strong operational, communication, problem-solving, and multitasking skills, along with attention to detail and proficiency in HR systems such as ADP, ServiceNow, and Workday. Adaptability, discretion, confidentiality, teamwork, and a commitment to improving the Employee Care experience are essential. Key Responsibilities: 1. Global Representative Support and Coaching: Serve as a senior escalation resource to representatives across regions by providing real-time guidance, facilitating case consultation, reinforcing global standards, and supporting consistent decision-making without direct supervisory authority. Coach representatives toward independent resolution rather than simply taking ownership of their inquiries. Support onboarding, cross-training, ongoing learning, and readiness validation. Conduct quality monitoring, review operations metrics, and provide Sr. Representatives with support, feedback, and coaching. 2. Global Complex Case and Escalation Ownership: Maintain working knowledge of U.S., Canada, and International HR processes and use established policies, procedures, knowledge resources, and HR systems to respond to global employee and leader inquiries. Maintain end-to-end ownership of escalations through resolution, including stakeholder coordination, employee communication, documentation, follow-up, and appropriate escalation of risk. Serve as the case owner for elevated cases such as HR escalations and VIP cases. Independently assess, research, and resolve complex, sensitive, ambiguous, or cross-regional HR inquiries that require interpretation of multiple policies, processes, systems, or stakeholder inputs. Maintain accurate case documentation, communicate effectively with employees and people leaders, and coordinate with appropriate HR partners to support timely resolution. 3. Global Service Operations: Create and manage channel scheduling. Monitoring queues and service channels, case queues, escalations, and regional demand to identify coverage or workload risks. Recommend workload adjustments and escalate coverage risks to HR Support Center leadership Supporting virtual assistant chatbot, management of cases within ServiceNow, and support of continuous improvement initiatives. Provide flexible cross-regional and cross-channel support during volume spikes, absences, and launches. 4. Quality and Service Consistency: Lead or support representative quality calibrations across regional teams. Audit calls, chats, and webcases and provide representatives with constructive feedback and additional training as needed. Translate findings into coaching, training, knowledge, process, or technology improvements. Analyze quality results, case trends, repeat contacts, transfers, and knowledge gaps to identify systemic opportunities and recommend corrective behaviors/actions. This includes partnering with process owners and HR subject matter experts to identify regional process variations, outdated or conflicting guidance, and knowledge gaps that may affect global service delivery. 5. Digital Enablement and Change Leadership Through Influence: Serve as an advanced user and advocate for HR case management, knowledge, digital-assistance, and AI-enabled tools. Participate in testing, pilots, launch readiness, and stabilization activities; identify technology workflow issues and recommend changes that reduce manual effort, prevent avoidable contacts, and improve service consistency. Recommend improvements that reduce avoidable contacts, transfers, manual effort, and process variation Model adoption of global processes, digital-first mindset, and new ways of working. Support changes and help representatives translate requirements into daily practice. Provide structured feedback to leaders and project teams on readiness, risks, and service impacts. 6. Customer Focus: Leverage problem-solving skills to thoroughly troubleshoot and resolve issues, ensuring comprehensive solutions. Educate employees and people leaders, as appropriate, on resources available to them. Strive to make every interaction exceptional by handling each situation with the highest level of care and attention. Minimum Job Qualifications (Knowledge, Skills, & Abilities): Bachelor’s degree or related equivalent experience Minimum of three (3) to four (4) years of human resources experience Critical Knowledge & Competencies – Global mindset and cross-cultural communication Advanced case investigation and root-cause analysis Policy interpretation and risk recognition Coaching and facilitation Quality calibration and trend analysis Knowledge management and content governance Process improvement and change adoption Digital fluency, including case-management, knowledge, chat, virtual-agent, and AI-enabled tools Leadership through influence Ability to manage competing regional priorities and stakeholder expectations. Conflict management Business acumen Specialized Knowledge/Skills – Possesses broad HR service-delivery knowledge and proficiency across multiple regions, processes, systems, and channels. Independently resolves complex or ambiguous issues requiring analysis, policy interpretation, and coordination across multiple stakeholders. Exercis