Director - Human Resources Shared Services

Director, HR Shared Services

At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience.

The Director, HR Shared Services is responsible for providing operational and technical leadership and support to the HR Shared Services team which is accountable for ensuring all employees, leaders, physicians, and Human Resources team inquiries are accurately addressed in a professional, timely manner. This includes establishing, meeting and continuously monitoring department goals and objectives while maintaining alignment with the strategic goals and objectives. The Director is responsible for driving business results through a focus on compliance, quality and employee / customer satisfaction, and ensures that changing Human Resources service needs are addressed in the most responsive and efficient manner possible with a focus on providing exceptional customer service to the organization. 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 HR Shared Services' 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. The Director, HR Shared Services works closely with the Senior Director to provide programmatic, operational, and strategic leadership for the HR Shared Services.

Responsibilities :

• Monitors, coaches and assesses customer service and 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 HR Shared Services team and with customers by frequently communicating and soliciting feedback and measuring customer satisfaction.
• Plans, coordinates, and directs HR Shared Services 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.

Competencies :

Education and Certification Requirements :

Bachelors : Human Resources (Required)Human Resource Professional (PHR) - Human Resources Certification Institute (HRCI)

Additional Job Information :

Complexity of Work : Must have effective oral and written communication skills, analytical and project management skills. Must be self directed with demonstrated ability to work independently. Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision. Must be proficient in various relevant computer and software programs.

Required Work Experience : Five (5) years of progressively responsible Human Resources experience or two (2) years of demonstrable experience in leading programs alternatively medium to large scale projects.

Other Information : Experience working in a health care organization. Two (2) years of experience in a leadership role. Experience in developing, implementing and executing successful operations strategies in an HR Shared Services environment.

PHR, SPHR, SHRM-CP or CEBS certification preferredAdditional Education Info : or relevant field of study

Working Conditions and Physical Requirements :

75 lbs Non-Patient = 0%

75 lbs Non-Patient = 0%