This role is a leadership position responsible for managing all aspects of the HR Shared Services organization for the Duke University Health System.

This role will be responsible for taking people-related processes and metrics to the next level. The AVP of HR Shared Services will create short and long-term goals and objectives for operations, processes, employee service and delivery analytics. The AVP will drive, influence, and collaborate with HR partners, business partners, and HR Technology to best use systems and implement improvements in functionality. This leader role will develop strategies to modernize and streamline shared services.

• Develop and drive initiatives in line with the Global HR Shared Services strategy. This includes working with the service lines to identify areas where work can transition into HR Shared Services (HRSS), analyzing the current process(es), designing and/or contributing to the “to be” process by collaborating with key partners, and developing a plan for execution.
• Advance initiatives to enhance and streamline HRSS organizational activities. Re-think how we provide services using technology, innovation, and other Duke resources. Identify service trends and perform root cause analysis, identify opportunities for continuous improvement to enhance processes, increase quality and reduce operating expenses.
• Serve as a strong consultative partner to business users and functional leaders to continuously improve service delivery.
• Collaborate with HR Business Partners, Subject Matter Experts (SME) and Center of Excellence (CoE) on transactions, training needs, development of new or updating knowledgebase content, escalated case management, and process improvements.
• While not necessarily the subject matter expert in each HR specialty area, must be able to independently discuss with HR leadership, process improvements/changes and any fundamental issues in service delivery of the HR functional areas (Compensation, Benefits, Onboarding, LOA, etc.).
• Influences leaders to make significant changes in processes and/or take a course of action when necessary.
• Develop transition strategies and knowledge transfer/training where required to support the movement of activities and processes into the Global HR Shared Services organization.
• Partner with the Service Lines to manage the work in-take & project prioritization process
• Coaches staff on performance and professional development issues. Responsible for motivating staff to achieve efficiency and productivity. Conducts performance appraisals, interviews, and discipline/documentation as needed.
• Ensures efficient succession planning within HRSS.
• Lead and manage cross-functional projects to improve employee lifecycle operations and optimize service delivery.
• Researches and implements best practices from the industry focused on improving the employee experience and standardization and automation of processes.
• Works with communication and change management teams to build effective plans when required. Participates in the global shared services leadership team and collaborates with other shared services functions across the company.
• Oversee the operational budgets including the analysis of expenses and monthly reports, and the creation of an annual budget. Create and communicate budget reports.

Knowledge

• Excellent verbal, written, and interpersonal communication skills are required.
• Must possess well-developed influencing skills.
• Proficient at communicating conclusions to leadership in a concise manner.
• Requires an in-depth working knowledge and understanding of Human Resources legislation/employment law, principles, policies, and procedures.
• Must be able to exercise judgment and independently determine and take appropriate action within defined HR policies and procedures.
• Ability to manage multiple priorities and thrive under tight deadlines and high-pressure situations
• Ability to actively engage stakeholders, employees, and staff to ensure processes are executed consistently.
• Excellent project management capabilities with ability to identify risks, document strategies to address risk, and ability to drive initiatives forward to completion.
• Ability to design and deliver transformational initiatives
• Solution based holistic thinking, planning and execution
• Must have a “can do” attitude, looking for creative solutions to problems
• Ability to lead, motivate and influence others
• Strong analytical skills and ability to effectively problem solve
• Experience in a multi-function shared service environment

Minimum Qualifications

• Work generally requires organizational, analytical and , communication skills normally acquired through the completion of a bachelor’s degree
• Work normally requires ten years of progressive leadership with a minimum of 6 years of experience in a lead role for HR Operations
• A minimum of 4 years of process and operational improvement experience
• Preferred Qualifications: A master’s degree in Business Administration, Human Resources or a related field, Lean Six Sigma or similar process improvement (certification a plus), Experience with SAP and HRIS. Prior experience leading a shared services department.