Sr. Manager of People Services

About the role 

We are hiring a Senior Manager of People Services on our People Operations team.  As our Sr. Manager of People Services, you will be responsible for overseeing the daily operations of the People Services team, ensuring that employees receive timely, accurate and high-quality support for their people-related inquiries and needs.  This  role involves managing a team of People Services Specialists, continuously improving service delivery processes supporting all our people initiatives and work closely with other people functions to ensure alignment with company policies, procedures and people team objectives. 

The base salary offered for this role and level of experience will begin at $146,610 and up to $207,700. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience. 

In this role, you can expect to 

People Services Management: Lead the operations of People Services in Tier 0 Digital Support, Tier 1 Ticket Management and Tier 2 People Operations Specialist Support ensuring an efficient and effective resource hub for employees and managers. Manage the day-to-day activities and service delivery of the team.Customer Service Excellence: Foster a culture of outstanding customer service within the People Services Team. Ensure that employee inquiries and issues are resolved promptly, accurately, and with a high level of satisfaction. Process Improvement: Identify and implement opportunities for process improvements within People Services. Streamline workflows, enhance system efficiencies, and introduce best practices to improve service delivery.

• Reporting and Metrics: Develop and maintain key performance indicators (KPIs) and metrics to measure the effectiveness of the People Services function. Provide regular reports to stakeholders and partners on service levels, employee satisfaction, and areas for improvement.
• Technology Management: Oversee the use of HR systems and tools within People Services.  Work with IT and HR Technology teams to ensure that technology supports service delivery goals and is user-friendly for employees.
• Employee Communication: Serve as a point of contact for escalated employee issues that require additional support or intervention. Communicate effectively with employees at all levels to resolve concerns and provide information.
• Collaboration: Partner with other People functions in the Centers of Excellence, such as Recruiting, Employee Relations, Total Rewards to ensure a seamless and integrated employee experience. Work with stakeholders to scope work that can be supported by People Services for short term and long term projects and initiatives.  
• Continuous Learning: Stay informed about industry trends, best practices, and changes in employment laws that could impact People Services. Share knowledge with the team and make adjustments to service delivery as needed.
• Change Management: Partner with cross-functional teams including Centers of Excellence on maintaining the knowledge base including building out training and resource materials. 

To thrive in this role, you have          

• Between 5-7 years of experience in human resources, customer service or related field, with at least 3 years in a supervisory role.
• Experience managing an HR service center or working in a shared services environment is required.
•  Strong leadership and team management skills.
•  Demonstrated experience using data and analytics to inform KPIs and SLAs.
•  Proficiency in Workday to drive data management and audit efforts across the organization.
•  Experience in utilizing service delivery platforms such as ServiceNow or Moveworks. 
•  Knowledge of HR policies, procedures and legal requirements.
•  Expertise in leveraging ticket management tools such as JIRA to track requests and create workflows for optimized service delivery.  

A little about us

At Chime, we believe that everyone can achieve financial progress. We’re passionate about developing solutions and services to empower people to succeed. Every day, we start with empathy for our members and stay motivated by our desire to support them in ways that make a meaningful difference. 

We created Chime—a financial technology company, not a bank*-- founded on the premise that basic banking services should be helpful, transparent, and fair. Chime helps unlock the access and ability our members need to overcome the systemic barriers that block them from moving forward. By providing members with access to liquidity, rewards, and credit building, our easy-to-use tools and intuitive platforms give members the ability to have more control over their money and to take action toward achieving their financial ambitions.

So far, we’re well-loved by our members and proud to have helped millions of people unlock financial progress, whether they started a savings account, bought their first car or home, opened a business, or went to college. Every day, we’re inspired by our members’ dreams and successes, big and small. 

We’re uniting everyday people to unlock their financial progress—will you join us? 

*Chime partners with The Bancorp Bank and Stride Bank, N.A., Members FDIC, that power the bank accounts used by Chime Members.

What we offer

• 🏢 A thoughtful hybrid work policy that combines in-office days and trips to team and company-wide events depending on location to ensure you stay connected to your work and teammates, whether you’re local to one of our offices or remote
• 💻 Hybrid work perks, like UrbanSitter and Kinside for backup child, elder and/or pet care, as well as a subsidized commuter benefit
• 💰 Competitive salary based on experience
• ✨ 401k match plus great medical, dental, vision, life, and disability benefits
• 🏝 Generous vacation policy and company-wide Take Care of Yourself Days 
• 🫂 1% of your time off to support local community organizations of your choice
• 🧠 Mental health support with therapy and coaching through Modern Health
• 👶 16 weeks of paid parental leave for all parents and an additional 6-8 weeks for birthing parents
• 👪 Access to Maven, a family planning tool, with up to $10k in reimbursement for egg freezing, fertility treatments, adoption, and more.
• 🎉 In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
• 💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress

We know that great work can’t be done without a diverse team and inclusive environment. That’s why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.

We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, Cook County Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation, please let us know.

To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.

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