Director HR Service Operations
Penn Medicine, University of Pennsylvania Health System · Bala-Cynwyd, PA · 1 mo ago
Human ResourcesFull-time
Responsibilities
- Lead operational governance, service management, and operational excellence strategy across HRSC operations.
- Establish operational standards, governance routines, and service management frameworks.
- Ensure alignment between HR operating model, service delivery channels, and operational processes.
- Drive operational maturity and scalable service delivery capabilities.
- Oversee Tier 0 capabilities including portals, knowledge management, virtual agents, and self-service tools.
- Drive strategies to improve service deflection, digital adoption, and employee experience.
- Partner with HR Tech Strategy and HRIS and operational teams on digital enhancements and workflow automation.
- Own enterprise HRSC service metrics including SLAs, quality, CSAT, operational efficiency, and deflection.
- Lead operational reporting, analytics, and governance reviews.
- Identify trends and opportunities to improve operational performance.
- Lead HRSC operational excellence and continuous improvement initiatives.
- Support implementation of transformation priorities and service delivery enhancements.
- Drive process standardization, simplification, and operational optimization.
- Partner closely with COEs, HRBPs, HR Tech Strategy, HRIS, Operations, and Service Delivery leaders.
- Lead operational teams supporting service management, analytics, governance, and continuous improvement.
- Foster a culture focused on operational excellence and employee experience.
Qualifications
- Bachelor's Degree is required.
- 8–12 years of HR operations, shared services, operational excellence, or service management leadership experience is required.
- HR Service Now experience is preferred.
Benefits
We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region.