Mgr HR Operations Employee Services Ctr-26546

About the role

This position is responsible for overseeing the day-to-day operations of multiple teams within Rush’s Employee Service Center (ESC), providing leadership through one supervisors and their respective teams.

Responsibilities

• Collaborates with the ESC Operations Leadership Team to continuously improve the ESC people, processes, technologies, and knowledge/content across onboarding and core HR transaction services.
• Provides leadership and oversight for multiple ESC functional teams through one supervisors, including the Transaction Processing Team and Onboarding Team within the ESC, including but not limited to acquiring and on-boarding talent, establishing work schedules, developing team members, establishing setting goals, and assessing performance.
• Utilizes metrics, customer feedback, and quality control processes (e.g. root cause analyses, knowledge gap analyses, training needs analyses, critical incident reviews, etc.) to ensure delivery of reliable, accurate and efficient HR service delivery across all transaction areas within established service level agreements.
• Designs new processes, maps out existing processes, and contributes toward solving complex, cross-functional process challenges that the ESC and broader HR organization may encounter.
• Led efforts to continuously and cost effectively improve and expand ESC’s services while enhancing quality, efficiency, and overall service delivery effectiveness.
• Establishes and maintains governance for knowledge management processes, ensuring documentation is regularly reviewed to keep current, accurate, and complete across all service areas.
• Collaborates with Information Services to proactively understand the capabilities of and leverage technology to enhance efficiency, automation, and service delivery within the ESC.
• Provides leadership oversight and subject matter support during internal and external employee data audits.
• Stays abreast of current shared services best practices, benchmarks and metrics required for a forward thinking service delivery model that encourages self-service adoption across the enterprise.
• Maintains up-to-date knowledge of and ensures compliance with all Federal, State and local employment laws, regulations and requirements.
• Ensures all ESC team members adhere to all Organizational and Service Center policies and procedures related to the handling of personal and confidential information.

Qualifications

• Bachelor’s degree or 4 years of experience in Human Resources, Organizational Development, Employee Onboarding or Labor Relations.
• 5 years of experience in an HR Employee Service Center, shared services environment, or high-volume HR operations function.
• 2+ years of experience managing people, including experience leading through others (e.g., supervisors or team leads) preferred.
• Systems thinker with strong analytical skills and ability to synthesize considerable and complex data.
• Proven organizational, project management and leadership skills.
• Ability to design, carry out analysis, and model business processes.
• Demonstrate initiative and willingness to take on new work.
• Experience with creating a culture of engagement, collaboration and teamwork.
• Experience creating and implementing new processes and procedures within the department.
• Independently able to analyze complex situations and make recommendations for solutions or alternatives.
• Ability to multi-task and manage competing priorities.
• Clear and concise written and oral communication skills and a professional demeanor.
• Proficient in Microsoft Excel and Word applications.
• Experience with HRIS systems and functionality.
• Experience ensuring employee data accuracy, integrity, and compliance, including participation in audits and adherence to data governance standards.

Preferred Qualifications

• Lean or Green Belt Six Sigma certification.
• SHRM Senior Certified Professional (SHRM-SCP) or HRCI Senior Professional in HR (SPHR) credential.
• Working knowledge of employee data compliance, in addition to Federal, State, and local employment laws, regulations, and requirements.
• Experience with Workday Human Capital Management (HCM).
• Experience with call center technologies and case management platforms (e.g., ServiceNow HR Service Delivery, Genesys Cloud).