Responsible for the design, implementation and management of the Associate Service Center model (ASC) to enhance the Associate experience throughout the employee life cycle. Leads the HR Service Center function (HRSC), which serves as first point of contact for Associates’ support needs providing personalized support and a centralized administration for employment related programs including payroll, benefits, time off, life events and other Associate related inquiries. Cultivates an environment of continuous learning and improvement. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.

• Designs, implements and manages the HRSC (call center) to support Associates, Leaders and Physicians through the employee life cycle.
• Provides change management expertise, supports transformation efforts and facilitates change initiatives.
• Aligns HR strategy to business priorities and delivers HR solutions that help meet organizational objectives.
• Creates a culture of continuous feedback, cross-functional alignment and collaboration, process improvement and ongoing learning and development.
• Continuously reviews and evaluates internal operating processes, systems and procedures for effectiveness, efficiency and responsiveness to Associates.
• Develops and implements changes and enhancements to processes, collaborating with Centers of Excellence including Benefits, HRIS, Payroll, Recruitment and Learning and Development.
• Provides oversight and leadership to the HRSC team. Coaches and provides feedback to team related to customer service, case handling and effectiveness.
• Identifies team capability, strengths and gaps; collaborates to develop and implement plans to close competency gaps.
• Ensures the development and delivery of effective job aides, training and education necessary for optimal service delivery.
• Reviews metrics and tracking mechanisms to ensure operational performance is in accordance with established metrics, quality standards, and service level agreements.

Experience:

• Must have proven working experience as an HR Shared Services/contact center leader with a minimum of 7 years relevant experience, including 5 in a leadership role.
• People-oriented and results-driven
• Demonstrable experience with Workday and UKG is a huge plus
• Demonstrable experience with employee relations, recruiting, human capital management, talent management, strategic planning, talent acquisition, communication skills, and data analysis skills

Knowledge/Skills/Abilities:

• Demonstrates in depth knowledge and skills for wide application of technical principles, theory, and concepts of a call center operations.
• Excellent organizational, customer service and consultative skills.
• Applies comprehensive understanding of change management, HR laws, rules, and regulations.
• A skilled influencer that builds engaging relationships with stakeholders through trust and teamwork.
• Excellent interpersonal communications skills to effectively communicate and interact with associates and all levels of management.
• Proficient with software programs including Word, Excel, and Power Point.