Manager, Team Member Services

Hilton Grand Vacations

. Lead the Team Member Services function and deliver consistent, high-quality support across the team member lifecycle .

Posted 10/27/2026full-timeOrlando • Florida • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading Team Member Services functions, ensuring compliance and efficiency throughout the HR lifecycle. Proficient in managing employee relations, coaching teams, and utilizing analytics to enhance service quality.

Highest-signal resume keywords

Team Member Services LeadershipEmployee Relations ManagementProcess StandardizationHR Technology OptimizationAnalytical Problem Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process StandardizationEmployee Relations ManagementWorkforce PlanningSuccession PlanningPerformance Management

Soft Skills

CoachingCommunicationCollaborationInfluencingProblem Solving

Tools & Technologies

OracleEFilesMicrosoft WordMicrosoft ExcelMicrosoft PowerPoint

Industry Keywords

HR LifecycleService Level AgreementsComplianceOnboardingOffboarding

Tech Stack

Tools & technologies

Oracle

About the role

Key responsibilities & impact

Lead the Team Member Services function and deliver consistent, high-quality support across the team member lifecycle
Oversee daily operations of TMS and HR Lifecycle teams
Establish and monitor SLAs, resolution times, quality standards, and other service metrics
Standardize processes and workflows for scalability, consistency, and efficiency
Lead onboarding, job-change, and offboarding lifecycle processes
Own I-9 processes, vendor relationships and audits, WOTC, unemployment vendor relationship, and required offboarding documents
Lead exit interviews and provide actionable insights to HR Business Partners
Ensure employment transactions are accurate, timely, and compliant
Partner with HRBPs, Talent Acquisition, Legal, and HR Centers of Excellence
Serve as primary escalation point for transactional HR and system-related matters
Resolve team member inquiries and escalate complex or sensitive matters
Lead, coach, and develop TMS Supervisors, TMS Specialists, and HR Lifecycle Specialists
Own and optimize HR Helpdesk and onboarding/offboarding technology, including Oracle and eFiles
Design, document, and continuously improve TMS processes and standard operating procedures
Use reporting and analytics to identify trends, streamline workflows, and improve service quality
Ensure technology, processes, and the team member lifecycle experience remain aligned
Complete required training and comply with company policies and procedures

Requirements

What you’ll need

Analytical, thoughtful problem solver with a sense of urgency
Ability to lead by example and navigate ambiguity and complexity
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 and interact with all levels of management and Team Members
Excellent verbal and written communication skills
Proficiency in Microsoft Word, Excel, and PowerPoint, with ability to learn new technology and platforms
Preferred: organization, prioritization, and multitasking skills within tight deadlines
Preferred: leadership, partnering, consulting, influencing, and collaboration skills
Preferred: experience working in a matrix organization and large, complex environment
Preferred: thorough understanding of laws, regulations, company guidelines, and policies
Preferred: experience with multiple business operations and strong business acumen
Preferred: experience in other HR areas and designing and implementing effective solutions
Preferred: knowledge of workforce planning, succession planning, and performance management
Preferred: experience leading or supporting organizational changes such as restructures, mergers, or technology implementations
Preferred: ability to collaborate with managers on staffing plans, talent development, and organizational design

Benefits

Comp & perks

Recognition Programs and Rewards
Excellent health care options, including medical, dental, and vision
Go Hilton travel discounts program with Hilton hotel rates worldwide
Perks at Work employee pricing platform
Employee Assistance Program supporting 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
Day One medical, dental, and vision insurance
Paid Time Off (PTO) program
Extraordinary travel benefits
Work-life balance and family-friendly benefits