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Advocate Aurora Health · 10 hours ago

HR Shared Service Center- Manager, People Experience

United States

Full-time

Remote

Senior Level

$47.50/hr - $71.25/hr

5+ years exp

Advocate Aurora Health is the third-largest nonprofit, integrated health system in the United States, and they are seeking a Manager for their HR Shared Service Center. The role involves designing and implementing an integrated shared service center strategy, overseeing day-to-day operations, ensuring compliance, and enhancing customer service within the HR function.

Health Care

Responsibilities

Designs and implements an integrated shared service center strategy. Ensures the execution of consistent and legally sound processes. Partners with other Human Resources functions to ensure alignment and integration of strategies

Oversees and coordinates the day-to-day services and operations of the service center, ensuring compliance with all Advocate Aurora Health Care policies, procedures, regulations and standards of practice

Ensures that the service center provides quality, consistent and efficient customer service and identifies service center best practices supporting quality initiatives. Establishes and maintains appropriate customer services procedures and standards. Interfaces with customers and resolves problems and conflicts as necessary

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 HR Business Partners, Center of Expertise, HRIS, IT and vendors to ensure delivery of high levels of service and customer satisfaction

Monitors, measures and ensures adherence to established work processes, quality standards and customer service level agreements. Manages issues related to regulatory requirements or financial impacts resulting from processing or scheduling of work. Monitors, coaches and assesses customer service and/or transaction processing skills

Ensures a positive working relationship within the service center team and with customers by frequently communicating and soliciting feedback and measuring customer satisfaction

Proactively seeks opportunities to implement innovative and creative methods to help drive a more advanced, efficient and cost-effective shared service center process which aligns with organizational goals. Stays up to date on trends and developments, constantly researches and uses best practices of similar and successful organizations as benchmarks

Performs human resources responsibilities for staff which include interviewing and selection of new employees, promotions, staff development, performance evaluations, compensation changes, resolution of employee concerns, corrective actions, terminations, and overall employee morale

Develops and recommends operating and capital budgets and controls expenditures within approved budget objectives

Responsible for understanding and adhering to the organization's Code of Ethical Conduct and for ensuring that personal actions, and the actions of employees supervised, comply with the policies, regulations and laws applicable to the organization's business

Qualification

HR operations strategyCustomer service managementHR lawsRegulationsData analysisMicrosoft Office proficiencyTeam leadershipCommunication skillsProblem-solving

Required

Bachelor's Degree in Human Resources or related field or equivalent knowledge

Typically requires 5 years of experience in human resources that includes experiences in developing, implementing and executing successful operations strategies in a service or call center

Includes 2-3 years of supervisory experience in successfully leading and mentoring staff on human resources policies, procedures, processes, laws and regulations

Advanced knowledge of state and federal laws and regulations that influence HR

Knowledge of HR functions such as compensation, benefits, employee relations and organizational development

Ability to integrate knowledge into design and implementation of integrated service center strategy

Ability to operate large contact center using contemporary call management and knowledge base tools

Proven ability to examine procedures, formulate policy, design new strategies, develop sound proposals and successfully implement programs

Demonstrated ability to lead/mentor in a team environment where collaboration, motivation and the knowledge transfer process is critical for success

Ability to work within a fast-paced environment, fostering teamwork across HR functions

Proven ability to lead projects, meet deadlines, prioritize demands and solve problems creatively

Exceptional analytical skills, working with large data sets, communicating findings and establishing/tracking program metrics

Excellent communication skills with ability to interface with all levels of the organization, influence decision makers and set and manage expectations

Proficiency in Microsoft Office, human capital management software, case management tools and web-based applications