The Director, HR Shared Services works closely with the Administrative Director, HR Operations, with responsibility for providing operational and technical leadership and support to the HR service center team, which is accountable for ensuring all employees, leaders, physician and Human Resources team inquiries are accurately addressed in a professional, timely manner. The Director is responsible for training and providing direction to members of the HR Shared Services team with a focus on employee performance, performance metrics, team building, and employee development to ensure employee effectiveness. The Director is also responsible for overseeing service center systems and technologies, leading process improvement initiatives and leading projects within the department. The Director establishes performance levels and service standards to ensure productivity meets or exceeds service and quality standards. The team is responsible for maintaining a central point of contact for all employees, leaders and physicians for all HR questions.

• Plans, coordinates, and directs HR Shared Services Center operations; provides direction in alignment with the mission, visions, and values and ensures compliance with MHS policies, procedures, regulations and standards of practice.
• Ensures the service center provides quality, consistent and efficient customer service and
• identifies service center best practices. Establishes and maintains appropriate customer service procedures and standards. Interfaces with customers and resolves problems and conflicts as necessary.
• Monitors, coaches and assesses customer service and/or transaction processing skills.
• Continuously reviews and evaluates internal operating processes, facilities, systems and procedures for effectiveness, efficiency and responsiveness to customer requirements. Develops and implements changes and enhancements as appropriate, collaborating with all areas of Human Resources, Workforce Technologies and Analytics, Payroll and others to ensure delivery of high levels of service and customer satisfaction.
• Develops, measures, and reports on key performance indicators; leverages company resources to lower transaction costs, reduce cycle time, improve performance and improve responsiveness to customer needs. Monitors, measures and ensures adherence to established work processes, quality standards and customer service level agreements.
• Ensures a positive working relationship within the service center team and with customers by frequently communicating and soliciting feedback and measuring customer satisfaction.

• Bachelor’s degree in human resources or other related field required.
• Five (5) years of progressively responsible human resources experience or two (2) years of demonstrable experience in leading programs and/or medium to large scale projects.
• Experience working in a high-volume HR Shared Services Center preferably for a health care organization.
• Call center experience.
• Experience in developing implementing and executing successful operations strategies in an HR Shared Services Center environment.
• PHR, SPHR, SHRM-CP or CEBS certification preferred
• Project management, workflow improvement, change management, team development
• Must have effective oral and written communication skills
• Must be self-directed with demonstrated ability to work independently.
• Must be proficient in various relevant computer/software programs
• Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision.
• Must understand technology but does not need to be a technology expert.