Job Description

We are Lennar 

Lennar is one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for their Homeowners, Communities, and Associates by building quality homes and providing exceptional customer service, giving back to the communities in which we work and live in, and fostering a culture of opportunity and growth for our Associates throughout their career. Lennar has been recognized as a Fortune 500® company and consistently ranked among the top homebuilders in the United States.

Join a Company that Empowers you to Build your Future

We are seeking a skilled and dedicated HR Operations Team Lead to manage and enhance the performance of our HR customer service team. The ideal candidate will be a proactive leader, responsible for overseeing a team that handles HR inquiries via a ticketing platform. This role requires a strong background in HR operations, exceptional coaching abilities, and a keen eye for detail in audits and quality assurance.

• A career with purpose.
• A career built on making dreams come true.
• A career built on building zero defect homes, cost management, and adherence to schedules.

Your Responsibilities on the Team 

• Team Leadership: Lead, mentor, and develop a team of HR customer service representatives. Provide guidance, feedback, and training to ensure the team delivers high-quality service and meets performance objectives.
• Customer Service Management: Oversee the handling of HR-related inquiries through the ticketing platform, ServiceNow. Ensure timely and accurate resolution of customer issues, maintaining high standards of service.
• Escalation Management: Handle complex and sensitive escalations that require advanced problem-solving skills. Act as a point of contact for challenging cases and work to resolve them efficiently.
• Capacity Planning: Monitor and analyze team workload and performance metrics to forecast staffing needs. Develop and implement strategies to optimize team capacity and manage resource allocation effectively.
• Quality Assurance: Conduct regular audits and quality assurance checks on team outputs. Evaluate work for accuracy, compliance, and adherence to company policies. Provide actionable feedback to enhance team performance.
• Process Improvement: Identify opportunities for process improvements and efficiencies within the HR customer service function. Collaborate with stakeholders to implement best practices and drive continuous improvement.

Requirements

• Education: Bachelor’s degree in Human Resources,  or a related field; advanced certifications or training in HR is a plus, or equivalent work experience.
• Experience: Minimum of 3 years of experience in HR operations or customer service, 1 year in a leadership or supervisory role is a plus. 
• Skills:
  • Strong leadership and coaching abilities
  • Excellent problem-solving and decision-making skills
  • Proficiency in HRIS systems and ticketing platforms
  • Exceptional communication and interpersonal skills
  • Ability to manage multiple priorities and meet deadlines
  • Keen attention to detail and commitment to quality
• Other Requirements: Ability to work in a fast-paced environment and adapt to changing priorities. Strong analytical skills and experience with reporting and data analysis.

Life at Lennar

At Lennar, Everything’s Included in our homes, and Everyone’s Included on our team. Our Everyone’s Included vision is to unleash the power of diversity within our workforce to drive innovation and sustainable growth.

At Lennar, we are committed to fostering a supportive and enriching environment for our Associates, offering a comprehensive array of benefits designed to enhance their well-being and professional growth. Our Associates have access to robust health insurance plans, including Medical, Dental, and Vision coverage, ensuring their health needs are well taken care of. Our 401(k) Retirement Plan, complete with a $1 for $1 Company Match up to 5%, helps secure their financial future, while Paid Parental Leave and an Associate Assistance Plan provide essential support during life's critical moments. To further support our Associates, we provide an Education Assistance Program and up to $30,000 in Adoption Assistance, underscoring our commitment to their diverse needs and aspirations. From the moment of hire, they can enjoy up to three weeks of vacation annually, alongside generous Holiday, Sick Leave, and Personal Day policies. Additionally, we offer a New Hire Referral Bonus Program, significant Home Purchase Discounts, and unique opportunities such as the Everyone’s Included Day. At Lennar, we believe in investing in our Associates, empowering them to thrive both personally and professionally. Lennar Associates will have access to these benefits as outlined by Lennar’s policies and applicable plan terms. Visit Lennartotalrewards.com to view our suite of benefits.

Physical & Office/Site Presence Requirements:

Regular, in-person attendance at Company communities/job sites and offices during regular work hours is an essential function of this job. Requires the ability to work more than eight hours per day in the confined quarters of a construction trailer, the ability to operate a motor vehicle, read plans, climb stairs and ladders, bend, stoop, reach, lift, move and/or carry equipment which may be in excess of 50 pounds. Job may require occasional operation of construction equipment. Finger dexterity may be required to operate a computer keyboard and calculator.

Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.

Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.