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.

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.

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.