Employment Services Manager

The Maryland Transit Administration (MTA) is seeking a dynamic and operationally strong Employment Services Manager to lead and modernize employee lifecycle transaction services. This role is responsible for managing the end-to-end execution of employee lifecycle transactions-from hire to separation-ensuring accuracy, timeliness, compliance, and an exceptional customer experience for employees and managers. The Employment Services Manager plays a critical leadership role in transitioning HR from a transactional model to a high-performing, standardized, and customer-focused operation, aligned with MTA's mission to deliver safe, reliable, and efficient transportation services. This position directly supervises a team of four (4) Employment Services Analysts and one (1) HRIS Program Lead, ensuring alignment between transaction processing and HRIS functionality, data integrity, and system-supported workflows.

Key Responsibilities:

1. Employee Lifecycle Transaction Management

• Oversee all HR transactions including:
  • New hires, promotions, transfers, reclassifications
  • Salary actions and compensation changes
  • Separations, retirements, and status changes
• Ensure transactions are processed accurately, timely, and in compliance with State of Maryland and MDOT policies
• Establish and enforce standardized workflows, toolkits, and SLAs for all lifecycle transactions

2. HRIS & Data Integrity Oversight

• Supervise and partner with the HRIS Program Lead to ensure:
  • Accurate data entry and system integrity
  • Alignment between transactions and system workflows
  • Support for audits, reporting, and data validation
• Serve as the operational bridge between Employment Services and HRIS to ensure transactions are properly reflected in system outputs
• Monitor and resolve transaction errors, discrepancies, and system-related issues

3. Customer Service & HR Experience

• Drive a customer-centric service model for HR transactions:
• Address escalations related to transaction delays, errors, or service concerns
• Support HR's rebranding as a trusted, responsive business partner

4. Compliance, Audit & Risk Management

• Ensure all employment transactions meet:
  • State and federal regulations
  • MDOT and MTA policies
  • Audit requirements (e.g., personnel records, approvals, documentation)
• Partner with internal and external auditors as needed
• Implement controls to reduce risk and improve accountability

5. Team Leadership & Development

• Lead, supervise, and develop members of the Employment Services team
• Provide coaching, performance management, and development to build a high-performing team

6. Process Improvement & Transformation

• Identify inefficiencies and implement improvements in HR transaction workflows
• Support automation initiatives (e.g., personnel transaction forms)
• Track and report on key metrics:
  • Transaction turnaround time
  • Error rates
  • Customer satisfaction

7. Reporting & Workforce Analytics

• Develop and present regular reports and briefings on HR transactions and HRIS-related data
• Analyze and communicate:
  • Trends and patterns in workforce transactions
  • Processing timelines and service level performance
  • Data integrity issues and system discrepancies
  • Operational risks and areas requiring leadership attention
• Translate complex HRIS and transactional data into clear, actionable insights to support decision-making
• Partner with stakeholders to align workforce data with organizational priorities and staffing strategies

Preferred Qualifications:

• Bachelor's degree in human resources, or related field
• Minimum 5-7 years of progressive HR experience, with direct experience in:
  • HR operations or employment services
  • Employee lifecycle transactions
  • Human Resources Information Systems (HRIS)
• At least 2 years of supervisory experience
• Experience in public sector or unionized environments
• Demonstrated experience leading process standardization or HR transformation initiatives

1. Candidates may substitute 30 credit hours from an accredited college or university for each year up to four years of the required experience.
2. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university and two years of experience in administrative staff or professional work for the required experience.
3. Candidates may substitute the possession of a Master's degree from an accredited college or university and one year of experience in administrative staff or professional work for the required experience.
4. Candidates may substitute U.S. Armed Forces military service experience involving staff work related to the administration of rules, regulations, policies, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher-ranking commissioned officer on a year-for-year basis for the required experience.

Employees should adhere to all safety rules, policies, regulations, and personal protective equipment requirements to support a safe and healthy working environment. Employees may attend and participate in safety meetings and should report hazards, unsafe acts, near misses, injuries, and accidents immediately to the Office of Safety and supervision.

To support a safe and healthy work environment, employees must refrain from willful violations of safety rules and procedures, reckless and negligent behavior, involvement in criminal activities, and the misuse of drugs or alcohol. Failure to adhere to this requirement may be subject to disciplinary action up to and including termination. May only perform work for which they have the appropriate safety training.