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City of Boston · 1 week ago

Director HR Shared Services

Boston, MA

Full-time

Onsite

Lead/Staff, Director/Executive

5+ years exp

City of Boston is seeking a Director of HR Shared Services who will oversee the daily operations of the Central Records Management team and the Human Resources Service Center. This role involves ensuring consistency in HR practices, managing staff, and improving customer service within HR functions.

Government

Responsibilities

Partner with business units in the Office of Human Resources (OHR), such as Talent Acquisition, Benefits, Compensation, and cross-departmental teams (i.e., Payroll, Legal, Finance, IT, etc.) with respect to all HR business activities

Manage the HR Shared Services staff to support employee inquiries and complete HR transactional processing. Utilizes the HR tools and performance analytics to detect trends, escalate issues, measure customer service, and manage employee inquiries to closure and agreed to service levels

Champion an exceptional customer experience mindset, ensuring that callers feel supported, respected, and well-informed throughout every interaction with HR Representatives so that callers always receive accurate, timely, and comprehensive HR information

Train, mentor, and develop supervisors and staff to build a culture of accountability for HR Representatives by setting clear performance expectations, monitoring service metrics, and driving continuous improvement in team productivity and service outcomes

Implement quality assurance processes to assess call handling, knowledge accuracy, and customer service, and coach staff to close gaps

Supervise and work closely with the Manager of Central Records in completing HR transactions. This will include full employee life cycle transactions, such as onboarding, promotions, transfers, adjustments in compensation, and offboarding (suspension, retirements, terminations)

Collaborates with HR business unit leaders and DoIT to create and maintain applicable support documentation, including but not limited to Standard Operating Procedures (SOPs) and learning aids for both OHR staff and end users, such as personnel officers and managers

Collaborate with the Human Resources Information Technology (HRIT) team and Department of Innovation and Technology (DoIT) Team members to implement changes in business processes and testing efforts for HR system support and maintenance initiatives

Plan, implement, and maintain strategically all mass update processes within the Human Capital Management (HCM) system including: collective bargaining increases, salary plans, salary tables, union tables, etc

Manage and oversee bulk/mass updates such as: seasonal youth hiring lifecycle, poll workers lifecycle, Boston Police Department (BPD)/Boston Fire Department(BFD) cadets or recruits hiring, etc. Process changes to employees' records that are impacted by CBA updates

Oversee all HR transactions processed by the Shared Services Team to ensure consistency with HR practices and procedures, as well as maintaining compliance and operational integrity

Review current reports and data used by the HR Shared Services Team to monitor effectiveness and recommend updates/changes consistent with best practices across the industry

Ensures the effective resolution of all customer service tickets

Leverage technology to improve current processes and practices within the HR Shared Services Team

Perform related duties as required

Qualification

SHRM CertificationHuman Capital ManagementTeam ManagementCustomer ServiceAnalytical SkillsHR Functions KnowledgeOralMultitaskingJudgmentWritten SkillsConfidentiality

Required

Bachelor's degree in Business Administration, Human Resources, or another appropriate field from an accredited college/university

A minimum of 5-7 years of experience in managing teams that deliver HR services across organizations with a structure that includes multiple departments with both union and non-union populations

Knowledge of HR functions, processes, and best practices

Working knowledge of MA Civil Service Laws, City of Boston policy, and procedures as they relate to HR updates to employee records

Excellent customer service, oral and written skills

Excellent analytical skills, including query and report development and analysis

Demonstrated ability to work in diverse teams and experience building strong relationships across a range of business areas

Ability to handle detailed information and multitask with a high level of accuracy

Ability to work confidentially with sensitive data

Ability to exercise good judgment and to focus on the duties required of the job

Preferred

SHRM Certification or similar certifications preferred

Knowledge of Human Capital Management (HCM) applications, such as PeopleSoft, and functional areas including HR, payroll, benefits, time and attendance, and absence is preferred