Overview:

• The HR Customer Service function is responsible for administration of HR transactions, employee call center support, HR processing, ensuring HR data accuracy, and HR applications support. The leader has overall responsibility for the design and successful delivery of HR transactional processes and reporting, as well as leading the progression of the function and the broadening of the scope of services provided. The leader will collaborate with HR business partners and HR functional leaders to develop and monitor service levels provided.

Responsibilities:

• Safety
• Manages processes effectively in regard to employee/patient safety.
• Record Keeping
• Maintains all required records, reports, statistics, logs, files and other documents as required, including but not limited to payroll, schedules and status changes.
• Department Management
• Maintains 24 hour accountability for department, making independent decisions to implement strategies and programs for patient care.
• Delegates authority and accountability to staff to ensure optimal outcomes and staff engagement.
• Evaluates effectiveness of unit/department based programs and processes to ensure optimal outcomes.
• Process Improvement
• Promotes a culture of process improvement by establishing unit/department based programs that supports the system & process improvement goals.
• Actively participates on system-wide or hospital-based teams.
• Staffing
• Manages the unit/department effectively in regards to staffing and staff supervision.
• Role Specific Responsibilities
• Provide leadership, direction and expert HR shared services guidance to customer service team.
• Develop service center performance goals and provide continuous improvement of service delivery and efficiency of operations, including identifying problems and inefficiencies, researching, reviewing and implementing best practices.
• Lead customer service team to deliver accurate, consistent, and timely service to external customers and to the broader HR team. Provide overall prioritization of work assignments and management of team resources and activities.
• Acts as liaison between the broader HR team and the HR Service Center to ensure that HR services are aligned with customer needs.
• Oversee the implementation, maintenance, upgrade, and enhancement of HRIS applications.
• Ensures day-to-day management of employee files and adherence to record retention policies.
• Establish strong relationships with HR Business Partners and other HR functional teams to provide timely and well-planned support.
• Develop, coach, motivate, and mentor direct reports to meet performance goals. Participate in the preparation of staff development plans, performance appraisals, and assess skills necessary to achieve work objectives.
• Maintain knowledge of current trends and developments within area of expertise, constantly research and apply knowledge of leading practices.
• Develop and maintain budget within fiscal guidelines.

Qualifications:

• Bachelor’s degree in HR, Business, or related field required.
  • Master's Degree preferred.