Lead HR Support Services

ABOUT US

At HUB International, we are a team of entrepreneurs. We believe in empowering our clients, and we do so by protecting businesses and individuals in our local communities. We help businesses evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees. As a global firm, we offer employees resources in both technology and industry expertise, but we still maintain the local flavor of our offices. Our structure enables our teams to maintain their own unique, regional culture while leveraging support and resources from our corporate centers of excellence.

HUB is one of the largest global insurance and employee benefits broker, providing a boundaryless array of property, casualty, risk management, life and health, employee benefits, investment and wealth management products and services. With over 20,000 employees in more than 600 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions.

The Lead, HR Support Services plays a pivotal role in overseeing day-to-day delivery of Tier 1 and Tier 2 HR support within a high-volume, multi-jurisdictional environment. Reporting to the Manager, HR Support Services, this role provides direct leadership and support to HR Coordinators, ensuring service levels are met, and acts as a subject matter expert and escalation point for complex employee and HR Partner inquiries.

The Lead collaborates closely with internal HR teams, including HR Business Partners and Centers of Expertise (COEs), to maintain high standards in HR service delivery and continuous improvement.

Key Responsibilities

Team Leadership

• Provide guidance, coaching, and day-to-day oversight to HR Support team members handling onboarding, offboarding, employee inquiries, data entry, and HRIS transactions.

• Set performance goals, conduct regular check-ins, and support career development

• Foster a culture of service excellence, collaboration, and continuous improvement

HR Service Delivery & Daily Operations

• Serve as a go-to resource for complex cases and escalations from the HR Support Services team.

• Monitor and manage HR support case queues, ensuring appropriate triage, response, and resolution within defined SLAs.

• Ensure accurate resolution of team member and assigned cases, and that team members adhere to standard operating procedures (SOPs), compliance requirements, and data integrity standards.

• In partnership with HR Business Partners and leveraging the Support Service s team, manages M&A related activities across the super region-including DDA-1 coordination and completion, PTO and employee mapping, and onboarding support-to ensure a seamless integration and employee experience as well as alignment with HR strategy.

Process & Service Excellence

• Partner with the Manager to identify opportunities for process improvement, automation, and knowledge base enhancements.

• Assist in documenting workflows and SOPs, contributing to continuous knowledge management.

• Analyze service metrics and provide insights to improve employee experience and operational efficiency.

System & Compliance Support

• Support the administration of HR systems (e.g., Workday, ServiceNow), including data validation, reporting, and system navigation support.

• Ensure compliance with applicable labor laws and organizational policies across various jurisdictions.

• Assist in audits, data reviews, and special projects as needed.

Collaboration & Communication

• Act as a liaison between frontline HR support and other HR teams (e.g., HR Business Partners, Payroll, Talent Acquisition).

• Support change initiatives, system upgrades, and communication rollouts to frontline HR staff.

• Contribute to a positive, high-performing, inclusive team culture.

Qualifications

Education & Experience:

• Bachelor's degree in Human Resources, Business Administration, or related field (or equivalent work experience).

• 4+ years of experience in HR operations or shared services, with at least 1–2 years in a senior or lead-level capacity.

• Experience working in a large, complex, and decentralized organization preferred.

• Familiarity with U.S. and Canadian employment standards and HR practices.

Skills & Competencies:

• Service-oriented mindset with a focus on employee experience

• Ability to design and optimize HR workflows

• Strong knowledge of core HR processes, including employee lifecycle transactions, data management, and case management.

• Working knowledge of HR systems such as Workday, Dayforce (Ceridian), ServiceNow, or similar platforms.

• Strong analytical skills and attention to detail, with the ability to troubleshoot and resolve issues independently.

• Excellent interpersonal and communication skills; able to work collaboratively across teams and build trust quickly.

• Proactive, organized, and able to manage multiple priorities in a fast-paced environment.

• Committed to delivering a high standard of service, confidentiality, and ethical practice.

• Ability to lead teams through organization change and resilience and clarity, while adapting quickly to shifting priorities, evolving business needs and new technologies.

JOIN OUR TEAM

Do you believe in the power of innovation, collaboration, and transformation? Do you thrive in a supportive and client focused work environment? Are you looking for an opportunity to help build and drive change in a rapidly growing and evolving organization? When you join HUB, you will be part of a community of learners and doers focused on helping our leaders maximize the potential of their employees.

Disclosure required under applicable law in California, Colorado, Illinois, Maryland, Minnesota, New York, New Jersey, and Washington states: The expected salary range for this position is $85,000- $95,000 and will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. HUB International is proud to offer comprehensive benefit and total compensation packages: health/dental/vision/life/disability insurance, FSA, HSA and 401(k) accounts, paid-time-off benefits such as vacation, sick, and personal days, and eligible bonuses, equity and commissions for some positions.

Department Human Resources

Required Experience: 2-5 years of relevant experience

Required Travel: No Travel Required

Required Education: Bachelor's degree (4-year degree)

HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations.

E-Verify Program

We endeavor to make this website accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the recruiting team HUBRecruiting@hubinternational.com. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.