Manager - HR Solutions

#WeAreONEOK

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Fortune 500 company. 100+ years in business. Leading midstream service provider. Safety first. Sustainable operations. Environmentally responsible. Employee focused. Job Summary Job Profile Summary

The HR Solutions Manager leads a centralized team responsible for delivering high-quality, tier-one support to employees, leaders, and retirees across ONEOK. This role ensures HR inquiries and transactions are handled with empathy, accuracy, and efficiency, while continuously seeking opportunities to modernize service delivery through process design, automation, and digital tools. As a key member of the HR leadership team, the HR Solutions Manager will combine a people-first mindset with operational excellence to create a scalable HR service model that inspires trust and enhances the employee experience.

Essential Functions And Responsibilities

- Service Delivery & Employee Experience

- Lead the centralized HR Solutions team providing first-level support for employees, leaders, and retirees.

- Ensure consistent, accurate, and timely resolution of HR inquiries across policies, programs, and systems.

- Foster a culture of empathy, active listening, and responsiveness to enhance the overall employee experience.

- Establish and monitor SLAs (service level agreements) and KPIs to measure service effectiveness.

- Write, maintain, and continuously improve HR knowledge base articles, FAQs, and self-service resources to empower employees and reduce repetitive inquiries.

- Operational Excellence & Continuous Improvement

- Design, document, and optimize HR operational processes to drive efficiency and scalability.

- Partner with HR Digital Transformation, HRIS, and other COEs to modernize the case management system, define service delivery workflows, and implement technology-enabled solutions.

- Identify recurring issues, trends, and root causes to recommend systemic fixes and improve HR policies, programs, and technologies.

- Champion standardization of processes to ensure consistency across the enterprise.

- Develop a governance process for maintaining knowledge content and ensuring employees always have access to current, reliable information.

- Team Leadership & Development

- Manage, coach, and develop a high-performing team of HR Analysts.

- Foster an inclusive, collaborative, and accountable team environment.

- Provide training and resources to ensure team members are equipped to deliver exceptional HR support.

- Inspire team to balance efficiency with empathy in all employee interactions.

- Collaboration & Stakeholder Management

- Serve as the primary liaison between employees and HR Centers of Excellence, escalating complex issues when needed.

- Collaborate with HRIS, Payroll, Benefits, Talent Acquisition, Performance Management, and HRBP teams to resolve inquiries and improve processes.

- Share insights and analytics from case trends to inform HR leadership decisions and future HR strategy.

Education

- Bachelor’s Degree in Human Resources, Business Administration, or a related field preferred (or equivalent experience)

Work Experience

- 5+ years of progressive HR experience including at least 2-3 years in HR operations, shared services, or employee service delivery management.

- Strong understanding of HR processes, systems (Workday preferred), and case management tools.

- Experience with knowledge management, service design, and digital HR solutions.

- Proven track record in process improvement, workflow automation, and operational excellence.

- Exceptional communication, interpersonal, and problem-solving skills.

- Empathetic leader who balances efficiency with care and understanding of employee needs.

Knowledge, Skills And Abilities

- Knowledge of: applicable human resource program management principles, technology, practices, methods and procedures

- Knowledge of: applicable Federal, State and local laws and regulations

- Ability to: maintain confidentiality

- Ability to: interpret human resource policies and procedures

- Ability to: utilize a computer and relevant applications (i.e. Excel, Word, PowerPoint, Teams)

- Ability to: conduct research, collect and analyze data and prepare related reports

- Ability to: identify and understand issues, problems and opportunities; compare data from different sources to draw conclusions; recommend actions consistent with available facts, constraints and probable consequences

- Ability to: clearly communicate and/or exchange written and verbal information and instructions; conduct engaging oral presentations that help the audience to understand and retain the message

- Ability to: develop and use collaborative relationships to facilitate the accomplishment of work goals

- Ability to: work effectively and cooperatively with others, establish and maintain good working relationships

- Ability to: support development and maintenance of job aids, user guides, and FAQs to enhance employee self-service

- Ability to: collaborate across HR, IT, and business functions to drive continuous improvement

- Ability to: support HR help desk operations and process optimization

- Ability to: support the team with troubleshooting HR system and process issues

- Ability to: manage multiple priorities effectively and delegate when appropriate

- Ability to: to lead and develop a customer-focused service team

Licenses and Certifications

- Professional in Human Resources (PHR or SPHR) or HRCI preferred

Strength Factor Rating - Physical Demands/Requirements

- Sedentary Work - Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Strength Factor Description - Physical Demands/Requirements

- Standing: Remaining on one's feet in an upright position at a work station without moving about (Occasionally)

- Walking: Moving about on foot (Frequently)

- Sitting: Remaining in a seated position (Constantly)

- Lifting: Raising or lowering an object from one level to another (includes upward pulling) (Occasionally)

- Carrying: Transporting an object, usually holding it in the hands or arms, or on the shoulder (Occasionally)

- Pushing: Exerting force upon an object so that the object moves away from the force (Occasionally)

- Pulling: Exerting force upon an object so that the object moves toward the force (includes jerking) (Occasionally)

- Climbing: Ladders, Stairs (Occasionally)

- Balancing: Maintaining body equilibrium to prevent falling (Occasionally)

- Stooping: Bending the body downward and forward by bending the spine at the waist (Occasionally)

- Kneeling: Bending the legs at the knees to come to rest on the knee or knees (Occasionally)

- Crouching: Bending the body downward and forward by bending the legs and spine (Occasionally)

- Crawling: Moving about on the hands and arms in any direction (Occasionally)

- Reaching: Extending hands and arms in any direction (Constantly)

- Handling: Seizing, holding, grasping, turning or otherwise working with the hand or hands (Manual Dexterity) (Constantly)

- Fingering: Picking, pinching or otherwise working with the fingers primarily (Finger Dexterity) (Constantly)

- Feeling: Perceiving such attributes of objects/materials as size, shape, temperature, texture, movement or pulsation by receptors in the skin, particularly those of the finger tips (Constantly)

- Talking: Expressing or exchanging ideas/information by means of the spoken word (Frequently)

- Hearing: Perceiving the nature of sound by the ear (Frequently)

- Tasting/Smelling: (Occasionally)

- Near Vision: Clarity of vision at 20 inches or less (Constantly)

- Far Vision: Clarity of vision at 20 feet for more (Frequently)

- Depth Perception: Three-dimensional vision; ability to judge distances and spatial relationships so as to see objects where and as they actually are (Frequently)

- Vision: Color - The ability to identify and distinguish colors (Constantly)

Working Conditions/Environment

- Employee is subject to inside environmental conditions

Working Conditions

- Well lighted, climate controlled areas (Constantly)

- Frequent repetitive motion (Constantly)

- CRT (Computer Monitor(s)) (Constantly)

Travel

- Travel to other locations required

Driving

- Based on assigned tasks, employee may be assigned a company vehicle requiring the applicable driver's license

ONEOK is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, sex, pregnancy, sexual orientation, age, religion, creed, national origin, gender identity, disability, military/veteran status, genetic information or any other categories protected by applicable law.

The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of ONEOK.

ONEOK is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation email HRSolutions@ONEOK.com or call 1-855-663-6547 .

Expected Salary Range

$115,000.00 - $173,000.00