HR Manager - Grand Canyon University

Bilingual Senior HR Manager - Grand Canyon University

The Bilingual Sr. HR Manager is responsible for leading a team of HR professionals within a service center/shared services environment, with a strong emphasis on bilingual service delivery. This role oversees all aspects of service delivery, providing guidance, mentorship, and direction to ensure consistent, high-quality support for a diverse, multilingual workforce. Reporting directly to the Director, this position partners closely with leadership to ensure work is executed in alignment with operational standards and within established service level agreements (SLAs), while supporting effective communication across both English- and Spanish-speaking employee populations.

Job Responsibilities

• Manage a team of 8-10 HR professionals; ensuring transactions are completed, timely and accurate
• Perform workload management through ticket prioritization and reassignment
• Assess calls and performs quality assurance checks on transactions
• Review investigation case notes and agency charge documentation to ensure quality and completeness
• Perform review of all B hotline calls prior to case closure to maintain compliance with an investigation plan
• Provide customer support to Field HR, managers, and employees to ensure escalated issues are addressed and resolved
• Develop, assess, and report metrics in order to identify trends
• Manage and achieve service level agreements (SLAs); work with team to adjust performance as needed
• Finds opportunities for process or system improvement and partner with Quality Manager to implement changes
• Oversee scheduling to ensure sufficient coverage
• Train, mentor, develop and provide performance feedback to team
• Run special projects and ensure project goals and regular progress updates are communicated to all stakeholders
• Conduct highly sensitive investigations and prepare relevant documentation
• Develop position statements in response to local, state or federal labor complaints, charges, audits and other legal matters as needed

Qualifications

• 8+ years of experience as an HR Generalist and/or Employee Relations Specialist and a minimum of 3 years of management experience
• Required bilingual proficiency in English and Spanish (spoken and written)
• Prior experience in an HR shared services model strongly preferred
• HR certification is preferred
• Bachelor's degree in HR related field or equivalent experience is required
• Collaborative decision-making skills and ability to work cooperatively with others both within the HR COE and with other COEs throughout the organization.
• Experience and knowledge in one-on-one coaching and group conflict resolution, effective negotiation, and conducting internal investigations
• Proven leadership and experience managing effective relationships and communicating with management at all levels