Supervisor, People Services

WHO WE'RE LOOKING FOR

The Supervisor, People Services will lead a team of advisors and report directly to the Director, Employee Resource Center (ERC). In this role, the supervisor will take on a strategic and operational leadership position, overseeing the day-to-day functions of the People Services team while collaborating closely with the Director on complex and sensitive organizational issues. The Supervisor will be responsible for managing and mentoring People Services Advisors, ensuring that they provide personalized assistance and support to employees regarding job satisfaction, workplace concerns, and cultural environment. The Supervisor will serve as a key point of escalation for People Services Advisors, providing guidance and ensuring the timely resolution of employee inquiries related to employment verifications, ADA accommodations, tier 1 benefits, and People & Culture policies. Additionally, the Supervisor will collaborate across departments to enhance and coordinate People & Culture initiatives aimed at fostering a positive team member experience and increasing retention. This role requires strong leadership, interpersonal, and problem-solving skills to manage the People Services team and contribute to the overall success of People & Culture objectives.

WHAT YOU'LL BE DOING
Note: The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties.

CapMetro Advisory:

• Oversee and assist with managing employee concerns and grievances. Identify appropriate actions and implement accountability practices to resolve issues in a fair and efficient manner.
• Collaborate with the Director, ERC in conducting sensitive investigations. This includes interviewing complainants, witnesses, and subjects, analyzing internal data, adjudicating cases, proposing remedial actions based on findings, and producing thorough investigation documentation.
• Use exit survey data to make recommendations for change related to cultural values and organizational processes to enhance employee satisfaction and retention.
• Partner in the analysis and revision of people programs, policies, and practices, driving process improvements that promote a positive and inclusive work environment for all team members.
• Identify fair and inclusive processes for managing employee concerns or grievances. Oversee fact-finding efforts and ensure compliance with organizational policies and practices.
• Provide guidance in the development and delivery of performance feedback, corrective actions, and action plans. Assist in the creation of appropriate disciplinary measures when necessary.
• Ensure the effective use of documentation techniques to maintain accurate, confidential records related to reported matters, fact-finding, and case documentation.
• Apply in-depth knowledge of People & Culture policies, employment law, and other regulations to provide guidance and clarification on employee matters to team members and leadership.
• Maintain the highest level of integrity while managing sensitive personnel matters, ensuring confidentiality and ethical handling of all issues.
• Work closely with cross-functional teams to support the development and successful implementation of People & Culture initiatives.
• Oversee and manage the annual background check process for all CapMetro security-sensitive positions, ensuring compliance and maintaining appropriate records.
• Respond to internal and external inquiries regarding policies, procedures, customer complaints, document filing, and verification of employment using available resources (e.g., SharePoint, CapMetro Central, UltiPro, Oracle, internet research).
• Support the Director in the creation and maintenance of standard operating procedures (SOPs) and processes to ensure consistency and alignment with organizational objectives.
• Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considers safety in every action, and ensures safety and security concerns are reported. `
Perform other position-related duties as required and/or assigned.

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Service Provider Advocacy

• Collaborate closely with Talent Acquisition and Workforce Planning teams to support employee retention efforts, focusing on the long-term success and engagement of Service Partners.
• Engage with Service Partners from the hiring process through training, graduation, and continued support, ensuring they feel valued and supported at each stage of their journey within the organization.
• Provide consistent support to Service Partners and operations training colleagues, addressing questions regarding people initiatives, policies, benefits, and other employee-related matters to foster a positive work environment.
• Create and maintain a database that tracks and captures operations employee relations activities, ensuring accuracy, confidentiality, and accessibility of important information for relevant stakeholders.
• Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considers safety in every action, and ensures safety and security concerns are reported.
• Perform other duties as required and/or assigned.

RESPONSIBILITIES - SUPERVISOR AND/OR LEADERSHIP EXERCISED
Manage department personnel by planning, scheduling, delegating, and overseeing employee work assignments, authorizing, coordinating, and scheduling work with vendors and consultants, conducting personnel actions, including hiring and interviewing, and overseeing hiring, training, work assignments, and performance evaluations.

WHAT YOU BRING

• Bachelors’ degree in Business Administration, Human Resources or a related field is required. Additional experience may substitute for a degree on a year-for-year basis up to four years.
• Five (5) years’ experience of human resources experience supporting employee/team member culture programs (employee relations/training/talent management/compliance), with at least 2 years in a supervisory or managerial role.
• Certified as SPHR or PHR preferred.
• Demonstrated experience handling employee grievances, conducting investigations, and implementing corrective actions.
• Experience working with HRIS (Human Resource Information Systems) and related databases.
• Experience with Microsoft Office products with intermediate skills in Excel, Word, PowerPoint, Access and SharePoint in a Windows environment.

Knowledge, Skills, and Abilities:

• Ability to review and develop knowledge in conducting investigations.
• Excellent judgement, and highly developed analytical, interpersonal, problem-solving and communication skills.
• Exhibit unflappable behaviors that are utilized to de-escalate highly charged, emotional workplace issues.
• Ability to develop employee relations and negotiation skills.
• Ability to research and develop a thorough understanding of state and federal laws concerning employee relations (compliance).
• Ability to research and obtain a working knowledge of all applicable employment laws.
• Self-motivated with outstanding written, verbal, and interpersonal communication skills.
• Demonstrated ability to manage multiple, competing priorities, facilitate projects and business processes and work effectively both independently and as part of a collaborative team.
• Take the initiative to independently complete all tasks within a timely manner, creatively problem solving when necessary.
• Data analytical skills, with strong collaboration and problem-solving skills required.
• Ability to establish and maintain effective working relationships with co-workers.
• Ability to work independently with minimal supervision.
• Able to work in a fast-paced environment.

WORK ENVIRONMENT AND PHYSICAL DEMANDS
Work is generally performed in an office environment in which there is only minimal exposure to unpleasant and/or hazardous working conditions. This position works with multiple project timelines and is responsible for managing employees performing work of a complex nature.

Incumbent must have the ability to stand and sit frequently throughout an eight-hour period, reach vertically for overhead use as well as horizontally. Must be able to use a telephone or headset equipment. Incumbents must be able to lift and move material weighing up to 20 lbs., perform work at a computer terminal for 6-8 hours a day, and function in an environment with constant interruptions.

Reasonable accommodation may be made to enable individuals with a disability to perform the essential functions as previously described.

Mobility Status:
As a mobile position, the incumbent is expected to work in the office as needed. There will be access to touchdown/collaboration spaces when on site. Must be in-office for socialization, strategic collaboration, supervision, oversite, and accountability as needed.

SECURITY SENSITIVE POSITION
This position is a “Security Sensitive” position. CapMetro will conduct annual criminal background checks on incumbents in this position. A position is “Security Sensitive” if the incumbent handles currency, has access to sensitive computerized databases, has access to master keys, or works in an area of the CapMetro that has been designated as a security-sensitive area. #LI-Hybrid

• Work with a diverse, collaborative, and energetic workforce whose focus is to bring innovation into the industry and how we serve our customers and team members.
• Utilize our free and reduced-fare transit service to get to the office and then plan to hit the gym (for free) and work with our onsite trainers, before heading back home.
• If you have children between the ages of 6 months and 6 years old, enroll them in the onsite award-winning Childcare and Learning Center.