Manager Team Member Services

The Team Member Services (TMS) and HR Lifecycle Manager leads the delivery of centralized HR services ensuring a consistent efficient and high-quality experience for team members and leaders across the organization. This role drives operational excellence through standardized processes service delivery optimization and continuous improvement initiatives.

This role oversees the end-to-end Team Member Life Cycle (onboarding and offboarding) ensuring a seamless compliant and engaging experience through a digital-first approach. This Manager leads a team responsible for executing high-volume HR transactions and inquiries while partnering with HR Centers of Excellence (COEs) HRBPs and the business to ensure alignment and service effectiveness with the team member experience being at the forefront of every interaction.

Heres why you will love it here:

• Recognition Programs and Rewards
• Excellent health care options including medical dental and vision
• A people-first culture
• Go Hilton: Travel Discounts Program Hilton hotel rates worldwide.
• Perks at work: Employee Pricing platform
• Employee Assistance Program that supports your physical and mental well-being.
• Paid Vacation Time and Paid Sick Days
• 401(k) program with company match
• Tuition reimbursement programs
• Numerous learning and advancement opportunities
• And more!

Service Delivery & Operations Management

• Lead the Team Member Services function delivering consistent high-quality support across the team member lifecycle.
• Oversee daily operations of the TMS and HR Lifecycle teams including a TMS Supervisor TMS Specialists and HR Lifecycle Specialists.
• Establish andmonitorkey service metrics including SLAs resolution times and quality standards to ensure operational excellence.
• Standardize processes and workflows to drive scalability consistency and efficiency.
• Champion continuous improvement through process optimization and technology enablement.

Team Member Life Cycle

• Lead end-to-end execution of lifecycle processes including onboarding job changes and offboarding.
• Own I9s (Process vendor relationship and audits) WOTC unemployment vendor relationship and required offboarding documents.
• Ensure a seamless compliant and positive offboarding experience ensuring compliance with state and federal regulations.
• Lead exit interview process; Gather actional feedback to present insights to HR Business Partners.
• Ensure all employment transactions areaccuratetimely and fully compliant with policies and regulatory requirements.
• Deliver a seamless and consistent experience across every touchpoint of the team member journey.
• Monitor lifecycle metrics toidentifytrends and drive meaningful improvements.
• Partner with HRBPs Centers of Excellence (COEs) and Talent Acquisition to enable smooth transitions and a unified experience.

Stakeholder Partnership

• Build strong partnerships with HRBPs Talent Acquisition Legal and COEs to support aligned execution of HR programs.
• Serve as the primary escalation point for transactional HR matters.
• Provideactionable insights on service trends gaps and improvement opportunities.
• Support enterprise HR initiatives by ensuring operational readiness and execution alignment.

Employee Experience

• Ensure promptaccurate and effective resolution of team member inquiries.
• Escalate complex or sensitive matters to theappropriate HRpartners with clarity and urgency.
• Identify trends and address root causes to continuously elevate the team member experience.

People Leadership

• Lead coach and develop a high-performing team including a TMS Supervisor TMS Specialists and HR Lifecycle Specialists.
• Build team capability across service delivery operations and lifecycle execution.
• Foster a culture of accountability ownership and continuous improvement.

Technology Systems & Process Ownership

• Own andoptimizecore Team Member Services products including HR Helpdesk and technology related to on/off boarding ensuring effectiveutilization data integrity and alignment with business needs.
• Drive adoption and standardization of the HR Helpdesk ensuring consistent intake service request and case management and resolution practices across the organization.
• Own the onboarding and offboarding service delivery model including direct oversight of the team executing these processes ensuring accuracy consistency and a high-quality team member experience.
• Ensure onboarding and offboarding processes are fully integrated with system workflows (Oracle HR HelpdeskeFiles) to deliver a seamless and compliant Team Member Life Cycle.
• Lead the design documentation and continuous improvement of end-to-end TMS processes ensuring they are scalable efficient and clearly understood across stakeholders.
• Establish andmaintainstandard operating procedures (SOPs) for all lifecycle transactions and service delivery activities.
• Leverage reporting and analytics tomonitorperformanceidentifytrends and drive opportunities to streamline workflows reduce manual effort and elevate service quality.
• Serve as the primary point of contact for TMS and HR Lifecyle processes and system-related escalations ensuringtimelyresolution and root cause analysis.
• Partner cross-functionally to ensure strong alignment between technology processes and the overall TMS and Team Member Life Cycle experience.

• Embodies the Hilton Grand Vacations Values of Hospitality Integrity Leadership Teamwork OwnershipNow.
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards andmaintainscompliance with all policies and procedures.
• Performs other related duties as assigned.

To fulfill this role successfully the individual should possess the following qualifications knowledge skills abilities and experience:

• Analytical thoughtful problem solver with a sense of urgency.
• Ability to lead by example and can effectively navigate increasing ambiguity and complexity to provide sound guidance.
• Demonstrated excellence in coaching and leading teams.
• Expertise in managing complex employee relations issues including conflict resolution and coaching managers through difficult situations.
• Ability to establish and maintain strong relationships; negotiate common approach; to interact with all levels of management and Team Members; to work collaboratively and individually to achieve stated goals.
• Ability to demonstrate excellent verbal and written communication skills.
• Ability to demonstrate proficiency in computer skills including applications such as Microsoft Word Excel PowerPoint with the ability to learn and adapt to new technology and platforms.

In addition the following qualifications knowledge skills abilities and experience are preferred:

• Strong skills in organization prioritization and managing multiple priorities within tight deadlines; ability to complete large amounts of work effectively and efficiently.
• Demonstrated leadership and partnering skills; ability to thrive in a matrix organization and influence without direct authority.
• Strong diagnostic problem-solving and analytical skills.
• Strong consulting and influencing skills.
• Strong collaboration skills and ability to effectively work across functions and organization.
• Ability to work in a fast-paced high-pressure environment.
• Ability to anticipate needs and demonstrate good judgement and decision-making skills.
• Thorough understanding of laws regulations and company guidelines or policies.
• Experience understanding multiple business operations; strong business acumen.
• Experience in other areas of HR designing and implementing effective solutions.
• Experience working in a large matrixed environment.
• Knowledge and practical support of workforce planning succession planning and performance management processes.
• Experience leading or supporting organizational changes such as restructures mergers or technology implementations.
• Proven ability to collaborate with managers to address staffing plans talent development and organizational design.

HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits and is one of Newsweeks Americas Greatest Workplaces for Parents & Families. Over the past 30 years the highest honor weve received is the continued loyalty of our Owners Members and Guests. Weve also earned accolades for the remarkable work of our dedicated Team Members throughout our resorts call centers and corporate offices.

We offer an excellent benefit package to our full-time Team Members that include Day One medical dental and vision insurance 401K plan Paid Time Off (PTO) program and extraordinary travel benefits!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race religion color national origin gender sexual orientation age marital status veteran status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform crucial job functions and to receive other benefits and privileges of employment. Please contact us to request accommodation.