Manager - HR Contact Center - ACC

Innovate in Bengaluru

This position is based at our on-site office in Bengaluru. Lowe's offers an ultramodern work environment, complete with cutting-edge technology, collaborative workspaces, an on-site gym and clinic, and other perks to enhance your work experience. 

About Lowe’s
Lowe’s is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2024 sales of more than $83 billion, Lowe’s operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. For more information, visit Lowes.com.

About Lowe’s India

Lowe’s India, the Global Capability Center of Lowe’s Companies Inc., is a hub for driving our technology, business, analytics, and shared services strategy. Based in Bengaluru with over 4,500 associates, it powers innovations across omnichannel retail, AI/ML, enterprise architecture, supply chain, and customer experience. From supporting and launching homegrown solutions to fostering innovation through its Catalyze platform, Lowe’s India plays a pivotal role in transforming home improvement retail while upholding strong commitment to social impact and sustainability. For more information, visit Lowes India

About the Team

ACC Serves as the first point of contact for Lowe’s associates across North America. Manages inbound calls, emails, and cases related to HR, payroll, benefits, compensation, and other associate support inquiries.Provides timely resolution to associate questions and issues or routes cases to the appropriate support teams when needed. Creates, tracks, and updates cases to ensure accurate documentation and resolution.

Team works in EST hours to align well with the business.

Job Summary

The Manager, HR Service Center is Responsible for management, execution, and resources associated with the HR service center within the HR shared services organization. Assures call center operations and deliverables meet or exceed organizational objectives and service level agreements, follow service center strategies, and integrate as appropriate with other service center functions. Supports the broader HR service delivery model
with a focus on customer service and assures alignment with HR "Centers of Expertise" (COEs) and other stakeholders such as field HR and HR Business Partners. Maintain the utmost confidentiality in dealing with employee records and business information. Direct and support the work of the service center staff (typically, a team of up to 15 positions). As a Manager, this role has significant authority regarding personnel and organizational matters (e.g., performance evaluations, increases, bonuses, discipline, and/or promotions)

Shift : Required to work in US shift (night shift)

Team work hours : 5:30 PM to 5:30 AM

Roles & Responsibilities:

Core Responsibilities:

• Manage responsibilities, provide leadership, evaluate performance, and drive service expertise for all entry level (Tier 1 / Category 1) inquires to the service center (phone calls, emails, basic case management).
• Conducts call monitoring and data integrity reviews to ensure that production and quality expectations are being met, providing timely feedback and coaching to ensure performance metrics are being met or exceeded; observes employee demeanor, technical accuracy, and conformity to company policies; Responsibilities
• Manage responsibilities, provide leadership, evaluate performance, and drive service expertise for all entry level (Tier 1 / Category 1) inquires to the service center (phone calls, emails, basic case management).
• Conducts call monitoring and data integrity reviews to ensure that production and quality expectations are being met, providing timely feedback and coaching to ensure performance metrics are being met or exceeded; observes employee demeanor, technical accuracy, and conformity to company policies; conducts ongoing observations of program and services • Assure third party vendors perform according to service level agreements in support of HR service processes. Work with the internal HRIS team or appropriate COE and vendors to identify and correct problems and implement fixes.
• Lead documentation of HR service processes for the call center. Organize and facilitate ongoing review, development, evaluation/testing, and maintenance of documentation (e.g., Standard Operating Procedures, Work Instructions) to ensure complete, accurate, and up-to-date depiction of processes. • Lead alignment meetings with COEs or HRBPs, as necessary, to capture new topics/inquiries that the Service Center may need to handle and assure that appropriate responses, routing, education, and/or knowledge base information is provided to Service Center staff.
• Proactively plan project, system, and organizational contingencies related to operations and recommend, implement, manage, or support changes under the guidance of senior management. Assure that physical, financial, and people resources are managed effectively.
• Review, analyze, and reconcile relevant data according to established timelines, standards, and procedures.
• Perform audits and validations of Service Center transactions. Examine and verify Service Center related data for accuracy and consistency. Authorize or approve transactions as necessary.
• Handle escalated and/or sensitive requests and issues from a Supervisor or Analyst. Escalate particularly specialized, difficult, or sensitive matters to the appropriate “Center of Excellence” resource and assure that cases are updated, maintained, and resolved accordingly.
• Provide excellent service to ensure activities provide the intended experience for end users in an efficient and effective manner. Manage tasks of self and team to assure Service Center deadlines are met according to established service levels/targets.
• Schedule resources to assure uninterrupted service to directors and employees. Coordinate with other managers as necessary regarding coverage for operational hours.
• Assure Compliance and Adherence to Business Objectives
• Regularly review measures to drive performance, identify trends, and develop/implement process improvements, escalating issues and proposed solutions as appropriate.
• Assure understanding of Service Center strategies and provide input into team business objectives.
• Maintain all compliance requirements. Analyze and correct errors and ensure proper quality controls are in place to avoid future errors.
• Lead call center team performance and measure results to improve effectiveness and efficiency. Encourage continuous learning and work with the director to identify gaps and solutions. Assure support of strategic business & operational direction and seek to drive continuous customer service improvements.
• Develop, coach, and mentor staff to build a high-performance team. Set goals and facilitate growth and development to meet individualized employee career goals, motivational needs, and organizational opportunities.
• Support organizational direction and culture. Effectively manage employee performance using established company tools/methodology. Recommend personnel decisions (e.g., compensation, recognition, transfer, promotion). Assure that company policies and practices are followed, and set an example for team members.
• Participate in the development and delivery of training for internal staff, specialist groups, or others as needed.

Years of Experience:

• Bachelor’s Degree in Human Resources, Information Systems, Business Administration, or a related field
• 5+ Years - Experience delivering and improving HR transactional processes across the full employee lifecycle (hire to retire).
• 4+ Years - Hands-on experience supporting and troubleshooting HR systems such as Workday, Kronos, or similar platforms.
• 2+ Years - Experience managing and resolving complex HR data issues and system escalations using tools like ServiceNow or other case management systems.

Education Qualification & Certifications (optional)

Required Minimum Qualifications:

Bachelor’s Degree in Human Resources, Information Systems, Business Administration, or a related field

Skill Set Required

Primary Skills (must have)

• Experience leading and mentoring a team and helping to foster/create a “great place to work.”
• Experience delivering and improving HR processes to maximize efficiency & deliver quality services.
• Experience with an ERP system preferred (Workday preferred). Experience with Microsoft tools and applications required.
• Strong communication and interpersonal skills to build effective relationships with Tier2/Tier3 & Functional COE’s.
• Customer service centric mind set, placing the user at the heart of the solution.
• Well-versed with Service Level Agreements & quality calibrations.
• Able to multi-task and respond quickly and effectively to the challenges faced.

Lowe's is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.