Director, HR Service Center

The Director, HR Service Center provides leadership and strategic oversight for the HR Service Center (HRSC), ensuring accurate, timely, consistent, and responsive HR services across the health system. Reporting to the Vice President, Human Resources, the Director leads service excellence, continuous process improvement, and effective case resolution to strengthen the employee experience and support employee and health system goals. Director equips the HRSC team with current data, analytics, policy and industry knowledge, tools, and guidance to resolve inquiries and cases within its scope and authority. The role partners closely with HR Business Partners (HRBPs), Centers of Excellence (COEs), and organizational leaders to align services with business needs, clarify responsibilities, and coordinate appropriate escalation. This is a hybrid role.

• Provides leadership and strategic oversight for the HR Service Center (HRSC), aligning service delivery with employee needs, health system goals, business priorities, and applicable HR policies and requirements. Ensures high-quality, consistent, responsive, and employee-centered services for employees, leaders, and other stakeholders.
• Oversees day-to-day HRSC operations and end-to-end inquiry resolution. Establishes case ownership, resolution standards, service expectations, and escalation criteria; equips staff to research issues, apply policy, exercise sound judgment, and resolve matters within delegated authority. Ensures timely escalation of matters requiring specialized expertise, policy exceptions, or risk review, including relevant facts and recommended next steps.
• Ensures uninterrupted and effective service delivery by using dashboards, people analytics, case reviews, customer surveys, and stakeholder feedback to forecast workload, identify trends, align staffing and resources, and monitor service levels, case aging, first-contact resolution, accuracy, repeat contacts, customer satisfaction, and escalation patterns. Partners with stakeholders to address service gaps, improve workflows and knowledge content, and communicate actions and results.
• Leads the development and execution of HRSC operational strategies and cross-functional process improvement initiatives using Lean methods, process mapping, root cause analysis, analytics, and stakeholder feedback. Establishes shared priorities, identifies and removes unnecessary steps, rework, delays, manual effort, and recurring service issues, and implements and sustains measurable improvements in quality, turnaround time, customer experience, operational efficiency, and cost savings.
• Applies broad knowledge of HR client services, employee relations, talent management, compensation, learning and development, organizational development and design, and change management to guide HRSC support. Promotes an inclusive environment and employee belonging, drawing on HRBP and Center of Expertise (COE) expertise when needed.
• Builds and maintains strong partnerships with HRBPs, COEs, HR leaders, unit leaders, and other stakeholders. Establishes shared service expectations, clear roles, coordinated workflows, and regular touchpoints that support business goals, employee needs, HR policies, and applicable local, state, and federal requirements. Keeps HRSC knowledge content, procedures, tools, data, and policy guidance current, and shares service trends, recurring employee concerns, and relevant analytics to inform workforce decisions and align HR support with employee and health system goals.
• Partners with HRBP leaders to identify client leaders’ workforce priorities and translate them into targeted analyses, planning tools, dashboards, decision-support resources, and recommendations related to staffing, retention, organizational design, and other strategic workforce decisions. May oversee development of accurate and accessible workforce dashboards in collaboration with HRIS, Finance, and COEs, ensuring findings explain trends and highlight risks and opportunities that support informed action.
• Leads and develops the HRSC team through recruiting, training, coaching, performance management, learning, career mobility, and succession planning. Builds a high-performing and engaged team by embedding service excellence, empathy, accountability, problem solving, continuous improvement, accuracy, responsiveness, complete follow-through, and employee experience into performance expectations, measurements, coaching, and development plans.
• Manages special projects and supports process and organizational change initiatives by clarifying priorities, coordinating requirements, ensuring timely deliverables, and addressing employee experience, stakeholder impact, adoption, training, communications, and operational integrity. Oversees the department budget and expenses, aligns resources with service demand, and uses metrics to support forecasting, continuous improvement, and sustainable cost savings without compromising service quality.

 

 

Qualifications

Education

• Bachelor's Degree Business administration, human resources, or a related field - minimum
• Master's Degree Business administration, human resources, or a related field - preferred

Experience

• 8 years HR shared services, HR, Payroll, Finance or other related shared services experience - minimum
• 4 years Leadership in Shared Services or related leadership experience - minimum

Licenses and Certifications

• No license or certification required