Wellforce Hiring for Director, Human Resources Service Center Job at Burlington, MA Full Time

The Director Human Resources Service Center (HRSC) is responsible for the development and delivery of HR Service Center (HRSC) operations which include, but are not limited to, Employee Advisory, Onboarding, Employee Life Cycle functions, Employee Transactions, HR Document Management, Reporting etc. This role provides direction, leadership, and guidance to achieve business goals and ensure consistent, high-quality service to meet customer requirements.

The Director HRSC is responsible for creating flexible, scalable and a highly engaged Service Center leveraging state of art technologies such as Workday – Home, Help, AI based Chatbots and the Employee Experience Journey portal. This role will create the Service Catalogue, Service Governance, Team Structure with roles and responsibilities, to offer help needed for the employees and Managers so that they can in turn provide exceptional frictionless patient care.

This role ensures Service Level Agreements (SLAs) and key performance indicators (KPIs) are established and achieved as per the high-quality standards of focused, seamless and engaged interactions with the employees. It is essential for this leader to create and implement standard operating procedures and oversee the development of systematic approaches for assuring the highest levels of service to the employees. This role will also assist in the development of continuous quality improvement initiatives.

Wellforce is undergoing major transformation. This individual will play a key role in implementing the target operating model of the Shared Services Model setting the expectations with the stakeholders and successfully operationalize all aspects of the model.

Responsibilities:

Creating and Maintaining the Service Center (40%)

• Ensure the effective delivery of the HRSC being the first point of contact for all management levels regarding the HR Service Delivery Model
• Partner with the Human Resources leadership team, HR colleagues and key stakeholders to collect and analyze data in support of the HR strategic planning process and coordinate system-wide efforts to drive HR performance improvement and optimization initiatives
• Support business initiatives with a flexible, scalable and a highly engaged service center which improves business results and effectiveness of teams and ensure that HR strategies and plans are met
• Collaborate with key stakeholders to develop short and long term operational and service objectives, metrics, status review sessions and communications
• Responsible for the development, operation and execution of data management processes to ensure HR data integrity
• Engage with all levels across the healthcare system; fostering teamwork and collaboration
• Participate on councils, quality improvement teams, and other such committees as required

Team Leadership (30%)

• Lead the vision and implementation of the HRSC focused on People, Process and Technology which meets business objectives with governance guidelines
• Responsible to lead, coach and develop a team of managers which support the overall HR Service Delivery Model and HRSC strategy
• Develop and track the objectives for operations, maintenance, and enhancement of the HRSC
• Provide expertise, thought leadership, effective communication and direction to team members which creates and sustains a high performing and engaged team
• Ensure the achievement of defined performance metrics such as customer satisfaction, call quality and problem resolution TAT etc.
• Maintain and enhance professional expertise and skills through participation in the appropriate educational and training seminars related to HRSC

Continuous Improvement (30%)

• Continual evaluation of customer needs by collecting ongoing feedback from customers to identify and implement improvement opportunities
• Develop plans for continuous improvement of the service levels and ensure the ongoing operational excellence of the HRSC, both functionally and service delivery
• Participate in the development of HR policies and operational procedures that affect the integrity and accuracy of the systems’ data and operations
• Enhance knowledge related to HRSC trends and best practices along with federal, state, and local employment law which impact operations

Qualifications:

• Bachelor’s degree is required
• Masters degree desirable in relevant field
• Desirable to have an SPHR certification
• A minimum of 10 years leading Human Resources Service Center (HRSC)
• 5+ years HR leadership and people management
• Broad understanding of technical and functional components of human resources including TA, Benefits, Compensation, organizational design/development, M&A, employee communications, training and development and employee relations policies, programs, and processes
• Knowledge and understanding of the intricacies related to the HR operations to maintain the credibility of HR Service Center
• Strong analytical ability to lead, develop, test and document the HR Service Center technology
• Full engagement with the change management philosophy
• Knowledge of federal, state and local regulations and employment laws
• Ability to apply advanced policy interpretation to help develop solutions or determine appropriate escalation level
• Demonstrated experience in consistently driving achievement of quality and productivity standards
• Ability to prioritize, problem solve and apply critical thinking skills
• Strong interpersonal skills necessary to engage effectively at all levels of the organization
• Innovative problem solver with excellent critical thinking skills and the ability to make independent decisions regarding moderate to complex problems
• Exceptional presentation skills, excellent verbal and communication skills, and ability to motivate team members
• Exemplary leadership and stakeholder management expertise
• Track record of holding self and others accountable to meet deadlines and achieve business goals
• Experience working in healthcare is desirable

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