HR Customer Support Manager Jobs in Washington, DC at Fannie Mae

Title: HR Customer Support Manager

Company: Fannie Mae

Location: Washington, DC

Salary: $100K — $150K *

Category: Finance & Insurance

Job Description

Job Description

At Fannie Mae, futures are made. The inspiring work we do makes an affordable home a reality and a difference in the lives of Americans. Every day offers compelling opportunities to impact the future of the housing industry while being part of an inclusive team thriving in an energizing, flexible environment. Here, you will help lead our industry forward and make your career.

As an HR Customer Support Manager, you will help manage our HR Service Center. The HR Service Center facilitates resolution to inbound inquiries from active and former Fannie Mae employees. The HR Service Center also provides broad support on core HR functions that may involve inbound and outbound engagement efforts (e.g., benefits administration, employee relations intake, life event change administration, and related vendor management). The HR Manager leads an employee service functional team. This role guides the team to facilitate comprehensive end-to-end solutions, while leveraging voice of the customer insights to drive root cause problem solving and continuous improvement of employee self-serve tools and resources.


In this role you will have the flexibility to make each day your own, while working alongside people who care so that you can deliver on the following responsibilities:

Coordinates strategy execution and day-to-day leadership with a strong focus and emphasis on building high performing teams, skills development, driving accountability, process execution, change management, and brand management.

Performs routine oversight of application and process requirements to validate the right quantitative and qualitative data inputs are captured and required, so that customer interaction data is transformed into meaningful insights. Collaborate with partners, stakeholders, and Senior Leadership by providing key insights and intelligence to influence policy, product roadmaps, and training offerings. Lead team in identifying new strategies/solutions, improve processes, and implement the change necessary to continuously improve overall business and operating model and connect to broader strategies.

Anticipates and mitigates risks. Identifies, assesses, monitors, and reduces various layers of operational risks associated with a complex interaction model that may flow across multiple vendor interactions. Ensures effective internal controls are in place to mitigate risks related to mishandled interactions.

Holds self and subordinates accountable to fully adopt the way of working (WOW) lean management tools and principles across the four critical dimensions of customer satisfaction, effectiveness or quality, efficiency, and employee engagement.

Provides continuous coaching and feedback to subordinates to aid in individual career growth and development. Delegates work effectively. Monitors team demand and capacity to meet customer needs, challenge team members, and position resources to deliver efficient and effective solutions.

Reports to senior management on the unit’s productivity and staffing levels.



Basic Qualifications

Bachelor’s degree or equivalent.

6-8 years of related experience.

Prior people management and demonstrated leadership ability is required. Collective capabilities for leadership include building high performing teams, evaluating employee performance, giving feedback, and leading through change and re…


About Fannie Mae

The Federal National Mortgage Association, commonly known as Fannie Mae, is a United States government-sponsored enterprise and, since 1968, a publicly traded company. Founded in 1938 during the Great Depression as part of the New Deal, the corporations purpose is to expand the secondary mortgage market by securitizing mortgages in the form of mortgage-backed securities, allowing lenders to reinvest their assets into more lending and in effect increasing the number of lenders in the mortgage market by reducing the reliance on locally based savings and loan associations. Its brother organization is the Federal Home Loan Mortgage Corporation, better known as Freddie Mac.