Mgr HR Support Center

Job Location: Hershey's, PA

Partial Remote and Partial On-site

Job Summary:

This position manages The Hershey Company's HR Support Center personnel and operations, providing employees and retirees information and responses to questions on Human Resources matters. The HR Support Center personnel provides Tier 1 support for questions ranging from but not limited to benefits, payroll, compensation, learning, recruitment, and company / HR policies. The team is responsible for but not limited to such processes as tuition reimbursement, service and retirement awards, life events, data audits, vacation donation and referral bonus. The HR Support Center Manager manages employees in the U.S. and Canada with dotted-line relationship to some international locations.

Role Responsibilities:

HR Support Center Team Management

  • Provide day-to-day leadership of the HR Support Center team
  • Develop annual performance goals for staff and assist in staff development of Career Development Action Plan (CDAP)
  • Provide effective coaching and mentoring of employees that enable professional growth and development of skills and abilities
  • Manage performance by providing regular feedback through one on one meetings, and tailoring development plans to achieve maximum performance and to ready these individuals for future roles
  • Incorporating regular team meetings, huddles, etc. to share relevant business information and discuss impact to current processes and procedures
  • Responsible for designing and implementing appropriate training, learning, and cross-training opportunities for staff.

HR Support Center Operations

  • Provide guidance to HR Support Center staff on a wide range of HR policies, procedures, and processes across all functional areas to provide accurate and timely response to customer inquires
  • Establish and track productivity and performance standards for the team to ensure established service level agreements are met, especially during high volume seasons throughout the year
  • Ensure employee inquiries are answered within established service level agreement (SLA) timeframe.
  • Support team by answering team questions, guiding them through difficult calls or issues, diffusing angry customers or callers, or handling issues that cannot be fielded by agents
  • Maintain and improve call center operations by monitoring system performance, identifying and resolving problems
  • As needed, lead implementation/integration of new technology and recommend improvements for current technology such as ServiceNow and Serenova.

HR Services Leadership Team

  • Participate as a member of the GBS HR leadership team, working closely with the Director, HR Services. Partners with other HR Services managers to ensure that tier 1 and tier 2 response teams are fully informed, trained, up to speed on technology changes, event, and program information.
  • Cultivate effective partnerships with other areas outside of HR Services that enable the opportunity for future in-take opportunities and knowledge sharing

Functional Skill Requirements

HR Technical Expertise - Process Management / Process Improvement

Follows processes and guidelines per established operating procedures to organize people and activities to accomplish results through an efficient workflow. Continuously improves key work processes; develops better, faster, more efficient ways of doing things (including eliminating unnecessary work and all non-value-added activities). Identifies cause/effect relationships and addresses root causes of problems wherever they exist.

HR Technical Expertise - HR Business Services Administration

Demonstrated proficiency in responding to customer requests, problem solving, processing administrative transactions and case management for a variety of areas, such as but not limited to benefits administration, talent, policy application, etc.

HR Technical Expertise - HR Information Systems Application & Reporting

Demonstrated proficiency in application of HR systems to respond to customer requests, solve problems, process administrative transactions, and manage data integrity. As needed provides accurate and timely data reports to help customers make better decisions.

Competency Requirements

Drive for Results

Pushes self and others to exceed goals and achieve breakthrough results. Recognizes the key actions necessary to achieve results; establishes and communicates the priorities to others; and, maintains own and others focus on achieving the important goals. Demonstrates persistence in overcoming roadblocks to achieving results and encourages others to do the same.

Business Acumen

Understands how businesses work including how strategies and tactics work in the marketplace. Maintains working knowledge of competitors as well as current and possible future policies, practices, trends, and information affecting his/ her business and organization.

Interpersonal Relations

Establishes and maintains constructive and effective relationships built upon trust. Uses diplomacy and tact to diffuse even high-tension situations. Works to find common ground and mutually beneficial solutions to conflicts. Can represent his/her own interest and yet be fair to other groups. Viewed by others as a team player.

Problem Solving and Decision Making

Uses a systematic process to solve difficult problems including gathering and examining information from a variety of sources; identifying the root cause of problems; drawing appropriate conclusions; generating viable solutions; and, weighing the pros and cons to arrive at a final decision. Makes decision in a timely manner, sometimes with incomplete information and under tight deadlines and pressure.

Process Management

Identifies the processes required to accomplish work tasks; simplifies and integrates processes and work tasks to enable efficient workflow; utilizes best practices to organize people and activities; measures results against key metrics; uses resources efficiently.

Team Leadership

Motivates direct reports and team or project members to perform at their highest potential by understanding their individual needs, soliciting their input, empowering them to achieve breakthrough results, holding individuals accountable for own actions, and recognizing individual contributions and achievements. Takes an active role in developing others, including hold development discussions, constructing development plants and monitoring progress toward goals, providing stretch tasks and assignments, providing timely, honest, and "actionable" feedback, and taking corrective action, as necessary.

Other Knowledge and Ability Requirements

  • Must be a proactive, self-starter with excellent attention to details.
  • The ability to flawlessly execute in an environment with high volume and high complexity.
  • Effective prioritization, follow-up skills and the ability to escalate issues when necessary.
  • Detail-oriented, logical, and methodological approach to problem solving.
  • Knowledge and experience working with ServiceNow, Successfactors Employee Central, SAP, and Microsoft Office applications
  • A customer focused service delivery specialist with global orientation.
  • Works cooperatively as a member of a team and is committed to the overall team objectives rather than own interests.
  • Excellent oral and written communication and interpersonal skills dealing with a diverse group of individuals at all levels within the Company.
  • Able to maintain strict confidentiality with respect to employee records and system data.
  • Able to manage complex administrative processes concurrently over multiple time frames, strong project management and prioritization skills.


  • Bachelor's degree in Human Resources management or Business Administration. Advanced degree is a plus but not required.


  • A minimum of 5-8 years of professional level experience in Human Resources
  • Minimum 3-5 years' experience as a Support Center Manager or HR People Leader experience


The Hershey Company is an Equal Opportunity Employer. The policy of The Hershey Company is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's race, color, gender, age, national origin, religion, citizenship status, marital status, sexual orientation, gender identity, transgender status, physical or mental disability, protected veteran status, genetic information, pregnancy, or any other categories protected by applicable federal, state or local laws.

The Hershey Company is an Equal Opportunity Employer - Minority/Female/Disabled/Protected Veterans

If you require a reasonable accommodation as part of the application process, please contact the HR Service Center (