The Commonwealth of Massachusetts Executive Department is one of the state's largest employers with over 46,000 employees that span 11 Secretariats and 70 plus agencies.From Accountants to X-ray technicians with hundreds of titles in between, we are one employer with many career opportunities.The Commonwealth is looking for leaders, thinkers, creators, and innovators. We are a diverse workforce that reflects the diverse population that we serve.

The Human Resources Division (HRD) is an agency within the Executive Office for Administration and Finance. HRD provides support to state agencies in all matters relating to the Commonwealth's classification, compensation, benefits, recruitment, training employee development, civil rights, collective bargaining and workers compensation administration.

About the Employee Service Center:
The MassHR Employee Service Center (ESC) is a customer service driven organization which provides a single point of contact for HR services within the Commonwealth. Current service offerings include Employee Self-Service support, employee pay and profile inquiry management and transaction processing, MassCareers support, Performance and Career Enhancement system MassAchieve, MassPerform and Employee Performance Review System (EPRS) support, Tuition Remission and Public Service Loan Forgiveness (PSLF) processing and Extended Illness Leave Bank (EILB) open enrollment processing.

The Deputy Director of the Employee Service Center (ESC) at the Human Resources Division (HRD) will take on a leadership role to assist in formulating service delivery models focused on providing efficient and outstanding customer services in an era of hybrid work.The position is responsible for advising and implementing internal services, as well as process improvement strategies that align with HRD’s mission and advance its business goals and objectives.This is a managerial position that will assist the ESC Director in overseeing staff by establishing priorities, monitoring, developing, and implementinglong-range operational and strategic plans and modifying procedures.The position will take the lead and plan the implementations of special initiatives and will be involved with strategic and policy planning for the ESC and operate under the guidance from the ESC Director.

Duties and Responsibilities:

Implement and monitor Quality Assurance ProgramsOversee certain Executive Branch performance initiatives by working closely with the Director, support agencies' process reviews, operational process improvements and project management of various agency initiatives.Participate as a proactive and collaborative manager to all Executive Branch agenciesEnsure clear, timely and effective communication with the Executive Branch agencies, for time reporting, Employee Illness Leave Bank (EILB), and other offerings the Employee Service Center supports.Provide leadership and mentoring to team members.Manage staff in the performance of their duties including helping prioritize work, providing strategic guidance, and problem-solving skills and providing regular performance feedback.Demonstrate strong leadership abilities and supervisory experience.Ensure efficient and effective day-to-day operations.Create policies and procedures.Develop training materials for internal staff.Create Service Now and Warehouse (CIW) reports for Senior staff.Meet regularly with the team to promote team building, tackle challenges, and exchange ideas for improvement.Train and evaluate direct reports and provide input and guidance to staff regarding training and professional development.Set goals and follow through with the team to ensure direction is appropriate to achieve desired results.Support User Acceptance testing (UAT) for implementation of system developmentAct as a back-up to the Director of the ESC in their absence, assuming responsibility for overall department inquiries.All other duties as assigned.

Preferred Qualifications:

Experience working in a unionized environment.Ability to manage cross functional processes and work streams.Excellent organizational skills with a particular focus upon managing detail.Experience facilitating teams and supervising staff.Strong time management and analytical skills.Outstanding organizational, written, and oral communications skills; attention to detail.Ability to exercise effective judgement and discretion in handling confidential materials.Demonstrated ability to multi-task, work under pressure and perform various tasks in a fast-paced, deadline-driven environment.Excellent oral and written presentation and communication skills.Ability to effectively assist in implementing new policies and procedures to achieve agency goals and objectives.Proficient with Microsoft Office applications, including Excel, Word, Outlook, PowerPointAbility to design and develop implementations workflows.Ability to explain complex information simply.Ability to coordinate and direct project activities.Ability to establish and maintain effective working relationships.Ability to motivate staff.Ability to interpret and use data in problem-solving and process improvement.Ability to work independently and collaboratively with minimal supervision.Proficiency in Microsoft Excel, Word, PowerPoint, Teams, SharePoint, and Outlook

The Commonwealth of Massachusetts Executive Department is one of the state's largest employers with over 46,000 employees that span 11 Secretariats and 70 plus agencies.From Accountants to X-ray technicians with hundreds of titles in between, we are one employer with many career opportunities.The Commonwealth is looking for leaders, thinkers, creators, and innovators. We are a diverse workforce that reflects the diverse population that we serve.

The Human Resources Division (HRD) is an agency within the Executive Office for Administration and Finance. HRD provides support to state agencies in all matters relating to the Commonwealth's classification, compensation, benefits, recruitment, training employee development, civil rights, collective bargaining and workers compensation administration.

About the Employee Service Center:
The MassHR Employee Service Center (ESC) is a customer service driven organization which provides a single point of contact for HR services within the Commonwealth. Current service offerings include Employee Self-Service support, employee pay and profile inquiry management and transaction processing, MassCareers support, Performance and Career Enhancement system MassAchieve, MassPerform and Employee Performance Review System (EPRS) support, Tuition Remission and Public Service Loan Forgiveness (PSLF) processing and Extended Illness Leave Bank (EILB) open enrollment processing.

The Deputy Director of the Employee Service Center (ESC) at the Human Resources Division (HRD) will take on a leadership role to assist in formulating service delivery models focused on providing efficient and outstanding customer services in an era of hybrid work.The position is responsible for advising and implementing internal services, as well as process improvement strategies that align with HRD’s mission and advance its business goals and objectives.This is a managerial position that will assist the ESC Director in overseeing staff by establishing priorities, monitoring, developing, and implementinglong-range operational and strategic plans and modifying procedures.The position will take the lead and plan the implementations of special initiatives and will be involved with strategic and policy planning for the ESC and operate under the guidance from the ESC Director.

Duties and Responsibilities:

Implement and monitor Quality Assurance ProgramsOversee certain Executive Branch performance initiatives by working closely with the Director, support agencies' process reviews, operational process improvements and project management of various agency initiatives.Participate as a proactive and collaborative manager to all Executive Branch agenciesEnsure clear, timely and effective communication with the Executive Branch agencies, for time reporting, Employee Illness Leave Bank (EILB), and other offerings the Employee Service Center supports.Provide leadership and mentoring to team members.Manage staff in the performance of their duties including helping prioritize work, providing strategic guidance, and problem-solving skills and providing regular performance feedback.Demonstrate strong leadership abilities and supervisory experience.Ensure efficient and effective day-to-day operations.Create policies and procedures.Develop training materials for internal staff.Create Service Now and Warehouse (CIW) reports for Senior staff.Meet regularly with the team to promote team building, tackle challenges, and exchange ideas for improvement.Train and evaluate direct reports and provide input and guidance to staff regarding training and professional development.Set goals and follow through with the team to ensure direction is appropriate to achieve desired results.Support User Acceptance testing (UAT) for implementation of system developmentAct as a back-up to the Director of the ESC in their absence, assuming responsibility for overall department inquiries.All other duties as assigned.

Preferred Qualifications:

Experience working in a unionized environment.Ability to manage cross functional processes and work streams.Excellent organizational skills with a particular focus upon managing detail.Experience facilitating teams and supervising staff.Strong time management and analytical skills.Outstanding organizational, written, and oral communications skills; attention to detail.Ability to exercise effective judgement and discretion in handling confidential materials.Demonstrated ability to multi-task, work under pressure and perform various tasks in a fast-paced, deadline-driven environment.Excellent oral and written presentation and communication skills.Ability to effectively assist in implementing new policies and procedures to achieve agency goals and objectives.Proficient with Microsoft Office applications, including Excel, Word, Outlook, PowerPointAbility to design and develop implementations workflows.Ability to explain complex information simply.Ability to coordinate and direct project activities.Ability to establish and maintain effective working relationships.Ability to motivate staff.Ability to interpret and use data in problem-solving and process improvement.Ability to work independently and collaboratively with minimal supervision.Proficiency in Microsoft Excel, Word, PowerPoint, Teams, SharePoint, and Outlook

MINIMUM ENTRANCE REQUIREMENTS:

Applicants must have at least (A) six (6) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least two (2) years must have been in a project management, supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.

Substitutions:

I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.

II. A Bachelor's degree in a related field may be substituted for two (2) years of the required (A) experience.

III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.

IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics?Explore our Employee Benefits and Rewards

An Equal Opportunity / Affirmative Action Employer.Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC)may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

MINIMUM ENTRANCE REQUIREMENTS:

Applicants must have at least (A) six (6) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least two (2) years must have been in a project management, supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.

Substitutions:

I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.

II. A Bachelor's degree in a related field may be substituted for two (2) years of the required (A) experience.

III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.

IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics?Explore our Employee Benefits and Rewards

An Equal Opportunity / Affirmative Action Employer.Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC)may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.