This role involves leading & managing the day-to-day operational function of the HR Shared Services team providing front and back-end operational support to the Highmark Health Enterprise. Ensures the tactical execution and delivery of HR Shared Services programs provided from COEs and business leaders. Places emphasis on consistently reviewing and improving HR Shared Services strategies through process improvements, opportunities to leverage current and/or emerging technologies, innovative solutions, feedback from the business, and overall customer experience. Accountable for the assigned HR Shared Services teams providing guidance to direct reports to ensure customer and regulatory requests and requirements are met with a high degree of accuracy and reliability. Possesses in depth understanding of administration and regulatory requirements of Hire to Retire operations.

• Perform management responsibilities to include but are not limited to: involved in hiring and termination decisions, coaching and development, rewards and recognition, performance management and staff productivity
• Plan, organize, staff, direct and control the day-to-day operations of the department; develop and implement policies and programs as necessary; may have budgetary responsibility and authority.
• Supervise the day-to-day service delivery objectives of the assigned Shared Services team while leading with strong customer service outcomes
• Lead evaluation and benchmarking of practices and processes and provide related improvement recommendations. Use knowledge and judgment to advise and consult on issues related to administration of the assigned discipline(s)
• Collaborate with key stakeholders to ensure an understanding of administration, case management and compliance requirements. Provide training and communication oversight of the processes
• Hold team members accountable for completing deliverables based on customer commitments Develop team member capabilities with a focus on improving quality and improving delivery time. Ensure customer satisfaction levels remain high from both internal staff and external vendors/providers
• Coordinate with the COE to address escalations. Provide feedback to leadership to improve service delivery. Regularly assess current state of services and proactively identify areas for process improvement. Provide recommendations on process revisions and/or policy changes as needed
• Ensure compliance with company policies and controls, and with the laws, regulations and rules issued or enforced by state and Federal regulatory authorities on the subject of program administration, reporting, disclosure and regulatory filing requirements and lead correction process for any administrative issues.
• Other duties as assigned or requested.