Director, HR Service Center

Summary

Responsible for the design, implementation and management of the Associate Service Center model (ASC) to enhance the Associate experience throughout the employee life cycle. Leads the HR Service Center function (HRSC), which serves as first point of contact for Associates’ support needs providing personalized support and a centralized administration for employment related programs including payroll, benefits, time off, life events and other Associate related inquiries. Cultivates an environment of continuous learning and improvement. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.

Education/Experience/Licensure

Knowledge/Skills/Abilities

• Demonstrates in depth knowledge and skills for wide application of technical principles, theory, and concepts of a call center operations.
• Excellent organizational, customer service and consultative skills.
• Applies comprehensive understanding of change management, HR laws, rules, and regulations.
• A skilled influencer that builds engaging relationships with stakeholders through trust and teamwork.
• Excellent interpersonal communications skills to effectively communicate and interact with associates and all levels of management.
• Proficient with software programs including Word, Excel, and Power Point.

Key Job Responsibilities

• Designs, implements and manages the HRSC to support Associates, Leaders and Physicians through the employee life cycle.
• Continuously reviews and evaluates internal operating processes, systems and procedures for effectiveness, efficiency and responsiveness to Associates.
• Develops and implements changes and enhancements to processes, collaborating with Centers of Excellence including Benefits, HRIS, Payroll, Recruitment and Learning and Development.
• Provides oversight and leadership to the HRSC team. Coaches and provides feedback to team related to customer service, case handling and effectiveness.
• Reviews metrics and tracking mechanisms to ensure operational performance is in accordance with established metrics, quality standards, and service level agreements.
• Develops recommendations for changes to service level agreements; Seeks buy-in and approval from stakeholders and implements changes as appropriate.
• Analyzes information, develops alternatives, makes recommendations, and implements solutions to a variety of challenges. Leads cross-functional projects and initiatives.
• Serves as an interface between HRSC and other HR teams, HR Business Partners, and HR leadership.

Physical Requirements

• The physical activities of this position may include climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion.
• Must have good balance and coordination.
• The physical requirements of this position are: light work - exerting up to 25 lbs. of force occasionally and/or up to 10 lbs. of force frequently.
• The Associate is required to have close visual acuity to perform an activity, such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; or extensive reading.
• The conditions to which the Associate will be subject in this position: The Associate is not substantially exposed to adverse environmental conditions; job functions are typically performed under conditions such as those found in general office or administrative work.