Director HR Service Delivery
Penn Medicine, University of Pennsylvania Health System · Bala-Cynwyd, PA · 1 mo ago
Human ResourcesFull-time
Responsibilities
- Lead Tier 1 and Tier 2 HR service operations.
- Establish operational standards, workflows, and performance expectations.
- Ensure SLA performance, service quality, and customer experience.
- Oversee staffing, workforce management, and operational capacity planning.
- Ensure effective handling of escalated and complex employee inquiries.
- Partner with COEs and HR leadership on policy interpretation and issue resolution.
- Monitor service trends and operational risks.
- Drive service optimization and process improvement initiatives.
- Monitor service metrics, dashboards, CSAT, and operational reporting.
- Partner with HR Service Operations and technology teams on workflow enhancements.
Qualifications
- Bachelor's Degree is required.
- 7–10 years of HR operations, shared services, or service center leadership experience is required.
Benefits
Our employee benefits program includes:
- One of the finest prepaid tuition assistance programs in the region.
Pay
TBD
Schedule
TBD