Job Description

• Team Management:

  • Manage, mentor, and lead the HR Shared Services teams, ensuring efficient and effective support for employee inquiries, data management, and administrative activities.

  • Develop and implement training programs to enhance team members’ skills and knowledge.

  • Conduct performance evaluations, provide feedback, and support career development.

  • Act as an escalation point for issues/questions that are too complex to be considered Tier 1.

• Operational Oversight:

  • Oversee day-to-day operations, ensuring consistent and accurate HR service delivery.

  • Monitor workload distribution, ensuring proper allocation of resources to meet workload demands.

  • Ensure timely resolution of employee inquiries and issues, escalating complex matters as needed.

  • Track and analyze service level agreements (SLAs) to ensure performance standards are met.

  • Prepare and present regular reports on team performance, SLA adherence, and operational metrics to senior leadership.

• Process Improvement:

  • Continuously assess current processes to identify inefficiencies, bottlenecks, and opportunities for improvement.

  • Collaborate with other HR teams to implement best practices and improve HR service delivery.

  • Identify trends in employee requests and recommend adjustments to maintain or improve service levels.

• Technology and Tools Management:

  • Work closely with the HR Systems team and IT to optimize the use of technology and systems in supporting efficient service delivery.

  • Identify opportunities to leverage automation and self-service solutions to enhance the efficiency of the shared services model.

• Data Management

  • Own and execute the Workday EIB (mass data load) process, including (but not limited to):

    • Initial analysis of data to be added or modified

    • Creation of master data files for manipulation of data

    • Creation of EIB files for uploads

    • Development of data backout plan in case of unintended effects in the system.

    • Post-upload end-to-end validation.

• Compliance and Policy Adherence: Ensure adherence to HR policies, legal requirements, and organizational standards in the provision of HR services.

• Other duties as assigned

Qualifications

Required

• Bachelor’s degree in Human Resources, Business Administration, or related field.

• 5+ years of experience in HR operations, shared services, or similar employee-facing roles.

• Strong understanding of HR processes, systems, and technologies.

• Proven experience in SLA management, reporting, and process improvement.

• Excellent leadership, communication, and interpersonal skills.

• Ability to manage multiple priorities in a fast-paced environment.

• Extensive experience with enterprise-grade HRIS platforms (i.e. Workday, SuccessFactors), including mass data loads.

• Strong problem-solving and analytical skills.

• High level of proficiency in Excel and data management.

• Ability to lead and motivate a team.

• Results-oriented with a focus on continuous improvement.

• Excellent organizational and time-management skills.

• Strong attention to detail.

Preferred

• At least 2 years in a leadership position.

License/Certification/Registration Requirements

N/A

Ages of Patients Served

N/A

Ages of Patients Served

N/A

Salary Range:

$64.94 - $97.41 USD Hourly