(Remote or Hybrid) Director, HR Shared Services, Tier O/Tier 1
trinity
Employment Type:Full timeShift:Description:Remote or Hybrid: Leads the development of content, strategy and operations for the knowledge base, direct access / self-service and Tier 1 (HR call center and electronic inquiry) services and inquiries in order to build an HR Shared Operations Services (“HR Shared Services” or “HRSS”) function that provides exceptional colleague support and experience. Leads the team that owns the content development and management for Tier 0 and Tier 1 information and services, ensuring a deep understanding and anticipation of what colleagues need, excellent responsiveness, close connection with HR Centers of Expertise and with other functions in the organization, and strategic and operational vision on how to best and most effectively provide colleagues with employment-related information throughout their entire employment lifecycle. Leads a team supporting colleagues during Mergers, Transitions and Acquisitions (M,T & A), including orienting them to various benefits, systems, answering questions and addressing concerns. Works focused and passionately on creating materials and 24-hour access to information that colleagues can search and obtain on their own.
Works closely with other HRSS functional leaders to develop strategy and operational plans and implement comprehensive and coordinated services across the entire HRSS platform. Incorporates technology and continuous process improvement focus.
Works with and across all HR functions and platforms, representing the HRSS function for the assigned work, to ensure consistent integration and implementation of the national HR strategy and operations. Works together with other functional directors related to HRSS team member recruitment, training, mentoring, development mapping, pay determinations and the like to create uniform standards, feel and tools that provide understanding of developmental opportunities.
Essential Functions
1.\tOur Trinity Health Culture: Knows, understands, incorporates and demonstrates our Trinity Health Mission, Values, Vision, Actions and Promise in behaviors, practices and decisions.
2.\tActs as the primary colleague experience leader in the Shared Services function; understanding and creating a superior colleague experience in obtaining information and resources needed to support in the various times and areas of the employment life cycle. Ensures information is easily obtainable on benefits, policies, etc. with heavy focus on building a robust Tier 0 self-help, anticipating what colleagues need, and most Tier 1 assisted help.
3.\tLeads team members providing responses to colleagues / inquiry management services through various mediums (e.g., phone, electronic business case, in person, artificial intelligence, etc.) ensuring consistency in responses, high quality and continuous improvement on performance, training and recovery. Oversees the efficient escalation and further case management as needed. Ensures that information obtained from calls and electronic inquiries is reviewed continuously and evaluated, in order to build and further improve the knowledge base from the information obtained.
4.\tLeads various Tier 0 / Tier 1 HR Shared Services such as records management, licensing and certification reviews, benefits administration, supervisory organization matters, time off management, incentive services data transfers, Public Student Loan Forgiveness processing, etc. and appropriately escalating of matters to Tier 2 / Specialty as needed.
5.\tLeads a team that owns the content development and management for Tier 0 and Tier 1. Ensures a deep understanding and anticipation of what colleagues need, close connection with Centers of Expertise in HR and with other functions in the organization, and strategic and operational vision on how to best and most effectively provide colleagues with employment information that they need when they need.
6.\tOverseas the auditing and quality of the assigned team’s work including its alignment, interface and support of the other teams across the function. Proactively identifies and implements performance improvement initiatives utilizing, monitoring and analyzing metrics (service level agreements and key performance indicators) in support of this work. Initiates re-thinking of current ways of doing work for increased effectiveness and efficiency. Ensures that technology and process improvement reviews are used extensively, and that processes and procedures are regularly reviewed for efficiency and effectiveness.
7.\tLeads the design, implementation and operation of knowledge bases using multiple channels and mediums to ensure colleagues have on-demand and responsiveness information, ensuring knowledge is up-to-date, sortable, easily accessible and readily usable for colleagues. Oversees development, implementation and management of the knowledge base review process that monitors and evaluates the articles and other colleague communications from all channels for accuracy.
8.\tActs as on-point functional lead to one senior-most National Service Area (NSA) CHRO leader and their cross functional service area team, providing expert functional input, insight, guidance, information on strategies and operations and the like. Works with other two directors to consolidate information on what is occurring, what is learned, needs, etc. and ensures action and responsiveness.
9.\tActs as the strategy and planning lead for the assigned function, working collaboratively with other directors and team members in the development of priorities and initiatives and the monitoring of those.
10.\tProvides input into the identification of the need for the development of production training for organizational colleagues (e.g., WD, Advanced Comp, etc.) and provides guidance into the best deployment strategies (e.g., HealthStream, Tier 0, live training, etc.) and ensures execution on strategies and operational decisions.
11.\tEnsures the provision of functional expertise and fulfillment of initial to intermediate: merger, transaction & acquisition (M,T&A) support (e.g., orientating colleagues, ensuring enrollments occur, transfers and terminations): records; on-boarding; licensing and certifications; workforce administration; benefits administration; time away from work management; and learning management administration (e.g., HealthStream), etc.
12.\tBuilds interfaces with Operations Consultants and other HR functions, on designated matters, ensuring accountabilities are known, mapped and supported.
13.\tOversees vendor agreements for assigned services under departmental parameters, ensuring that work is being completed according to requirements, monitoring service level commitments, meeting regularly, ensuring that service issues are addressed, identifying the need for vendor expansion or change and management of and overseeing payments.
14.\tEnsures monitoring and management of financials for the assigned team.
15.\tProactively identifies and implements performance improvement initiatives by monitoring and analyzing HRSS metrics (service level agreements and key performance indicators) and customer feedback.
16.\tWorks collaboratively with other leadership to develop a standard HRSS colleague onboarding, development, mentoring, cross-training, performance management and capability building. Develops a job structure that describes the work of colleagues and developmental or rotational opportunities for growth.
17.\tOversees creation and maintenance of the assigned team’s internal knowledge base materials such as department process documentation, standard operating procedures (SOP), job aids, training materials and other resources and ensures team adoption of practices. Ensures that these materials are submitted for consolidation across the function.
18.\tAnalyzes data and collaborates in maintaining the data integrity of case management tools, recommend / implement enhancements to support customer service level improvements.
19.\tOversees an assigned team and works together with other functional directors related to HRSS team member recruitment, training, mentoring, development mapping, pay determinations, retention, colleague input strategies and the like to create experiences, standards, resources and tools that engage HRSS colleagues.
20.\tEnsures that work is done in compliance with laws, regulations, policies and procedures, working closely with HR Centers of Expertise, Legal and other functions.
21.\tMaintains a Working Knowledge of applicable federal, state and local laws/regulations, Trinity Health Integrity and Compliance Program and Code of Conduct, as well as other policies, procedures, and guidelines in order to ensure adherence in a manner that reflects honest, ethical and professional behavior, and safe work practices.
22.\tPerforms other duties as assigned. This is not an exhaustive list of all responsibilities that may be assigned to this position from time to time.
Minimum Qualifications
Bachelor's Degree in a field that required analysis and/or strong writing or math skills or an equivalent combination of education and experience. Advanced degree with related connection to ability to do the work desirable. Experience in healthcare Human Resources is a plus.
Seven years of Human Resources related experience including five (5) years of progressively more responsible leadership experience and comprehensive knowledge of a variety of Human Resources functional requirements. Significant and deep experience leading, overall or a significant portion thereof, an HR Shared Services function, HR Service Center, HR Center of Expertise, oversight of varied administrative matters as a director, manager or Chief HR Officer, or similar complex customer service focused function providing breadth and depth of HR services. Significant experience with Workday is a plus.
Record of leadership in providing an exceptional customer service experience. Understanding of the channels to successfully provide information and service to colleagues needing information. Experience with making information or tools available to team members and / or colleagues in a self-service, easily accessible format.
Writing skill sufficient to oversee the development of Tier 0 self-service materials and to effectively communicate with all levels of internal colleagues, and externally with colleague families or representatives, as needed, and to ensure that materials and information are created for organizational colleagues, team members and others are understood, responsiveness, available and maintained.
Record of using verbal, interpersonal, consultative, and relationship building skills sufficient to initiate and develop productive, collaborative, interdependent partnerships within the function and with all levels of leadership across the organization. Record of effectively influencing results, garnering support and tactfully managing complex relationships within and across the organization. High level of diplomacy and tact as well as ability to read subtle nuances of a situation and react / plan accordingly are required.
Working knowledge of and experience with various Federal, State and Local laws related to a broad base of employment / Human Resources topics, including, but not limited to Federal, State and local leave laws; ERISA; EEOC; ADAAA: FMLA: FLSA; ACA; HIPAA; etc.
Managerial and supervisory experience engaging and developing colleagues.
Experience with technology and associated applications required to efficiently and effectively manage the work of the function, particularly ensuring that services are provided effectively and efficiently. A focus on utilizing technology, artificial intelligence and process improvement orientation is required.
Knowledge of and experience with a variety of HR functional areas and their information, knowledge and administrative responsibilities and requirements.
Record of leadership, integration and execution skill application. Experience defining programs, processes or business objectives and scope. Experience identifying, evaluating, and articulating opportunities, risks, business needs / gaps and understanding customer / stakeholder interests.
Experience with providing functional leadership for mergers, transitions and acquisitions and participating in diligence and integrating entities and colleagues or divesting entities is a plus.
Must be comfortable operating in a collaborative, shared leadership environment possessing demonstrated team player and leadership skills. Ability to respect confidential and sensitive information and understand and honor lines of accountability.
Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, Mission, vision, goals, and values of Trinity Health.
Works closely with other HRSS functional leaders to develop strategy and operational plans and implement comprehensive and coordinated services across the entire HRSS platform. Incorporates technology and continuous process improvement focus.
Works with and across all HR functions and platforms, representing the HRSS function for the assigned work, to ensure consistent integration and implementation of the national HR strategy and operations. Works together with other functional directors related to HRSS team member recruitment, training, mentoring, development mapping, pay determinations and the like to create uniform standards, feel and tools that provide understanding of developmental opportunities.
Essential Functions
1.\tOur Trinity Health Culture: Knows, understands, incorporates and demonstrates our Trinity Health Mission, Values, Vision, Actions and Promise in behaviors, practices and decisions.
2.\tActs as the primary colleague experience leader in the Shared Services function; understanding and creating a superior colleague experience in obtaining information and resources needed to support in the various times and areas of the employment life cycle. Ensures information is easily obtainable on benefits, policies, etc. with heavy focus on building a robust Tier 0 self-help, anticipating what colleagues need, and most Tier 1 assisted help.
3.\tLeads team members providing responses to colleagues / inquiry management services through various mediums (e.g., phone, electronic business case, in person, artificial intelligence, etc.) ensuring consistency in responses, high quality and continuous improvement on performance, training and recovery. Oversees the efficient escalation and further case management as needed. Ensures that information obtained from calls and electronic inquiries is reviewed continuously and evaluated, in order to build and further improve the knowledge base from the information obtained.
4.\tLeads various Tier 0 / Tier 1 HR Shared Services such as records management, licensing and certification reviews, benefits administration, supervisory organization matters, time off management, incentive services data transfers, Public Student Loan Forgiveness processing, etc. and appropriately escalating of matters to Tier 2 / Specialty as needed.
5.\tLeads a team that owns the content development and management for Tier 0 and Tier 1. Ensures a deep understanding and anticipation of what colleagues need, close connection with Centers of Expertise in HR and with other functions in the organization, and strategic and operational vision on how to best and most effectively provide colleagues with employment information that they need when they need.
6.\tOverseas the auditing and quality of the assigned team’s work including its alignment, interface and support of the other teams across the function. Proactively identifies and implements performance improvement initiatives utilizing, monitoring and analyzing metrics (service level agreements and key performance indicators) in support of this work. Initiates re-thinking of current ways of doing work for increased effectiveness and efficiency. Ensures that technology and process improvement reviews are used extensively, and that processes and procedures are regularly reviewed for efficiency and effectiveness.
7.\tLeads the design, implementation and operation of knowledge bases using multiple channels and mediums to ensure colleagues have on-demand and responsiveness information, ensuring knowledge is up-to-date, sortable, easily accessible and readily usable for colleagues. Oversees development, implementation and management of the knowledge base review process that monitors and evaluates the articles and other colleague communications from all channels for accuracy.
8.\tActs as on-point functional lead to one senior-most National Service Area (NSA) CHRO leader and their cross functional service area team, providing expert functional input, insight, guidance, information on strategies and operations and the like. Works with other two directors to consolidate information on what is occurring, what is learned, needs, etc. and ensures action and responsiveness.
9.\tActs as the strategy and planning lead for the assigned function, working collaboratively with other directors and team members in the development of priorities and initiatives and the monitoring of those.
10.\tProvides input into the identification of the need for the development of production training for organizational colleagues (e.g., WD, Advanced Comp, etc.) and provides guidance into the best deployment strategies (e.g., HealthStream, Tier 0, live training, etc.) and ensures execution on strategies and operational decisions.
11.\tEnsures the provision of functional expertise and fulfillment of initial to intermediate: merger, transaction & acquisition (M,T&A) support (e.g., orientating colleagues, ensuring enrollments occur, transfers and terminations): records; on-boarding; licensing and certifications; workforce administration; benefits administration; time away from work management; and learning management administration (e.g., HealthStream), etc.
12.\tBuilds interfaces with Operations Consultants and other HR functions, on designated matters, ensuring accountabilities are known, mapped and supported.
13.\tOversees vendor agreements for assigned services under departmental parameters, ensuring that work is being completed according to requirements, monitoring service level commitments, meeting regularly, ensuring that service issues are addressed, identifying the need for vendor expansion or change and management of and overseeing payments.
14.\tEnsures monitoring and management of financials for the assigned team.
15.\tProactively identifies and implements performance improvement initiatives by monitoring and analyzing HRSS metrics (service level agreements and key performance indicators) and customer feedback.
16.\tWorks collaboratively with other leadership to develop a standard HRSS colleague onboarding, development, mentoring, cross-training, performance management and capability building. Develops a job structure that describes the work of colleagues and developmental or rotational opportunities for growth.
17.\tOversees creation and maintenance of the assigned team’s internal knowledge base materials such as department process documentation, standard operating procedures (SOP), job aids, training materials and other resources and ensures team adoption of practices. Ensures that these materials are submitted for consolidation across the function.
18.\tAnalyzes data and collaborates in maintaining the data integrity of case management tools, recommend / implement enhancements to support customer service level improvements.
19.\tOversees an assigned team and works together with other functional directors related to HRSS team member recruitment, training, mentoring, development mapping, pay determinations, retention, colleague input strategies and the like to create experiences, standards, resources and tools that engage HRSS colleagues.
20.\tEnsures that work is done in compliance with laws, regulations, policies and procedures, working closely with HR Centers of Expertise, Legal and other functions.
21.\tMaintains a Working Knowledge of applicable federal, state and local laws/regulations, Trinity Health Integrity and Compliance Program and Code of Conduct, as well as other policies, procedures, and guidelines in order to ensure adherence in a manner that reflects honest, ethical and professional behavior, and safe work practices.
22.\tPerforms other duties as assigned. This is not an exhaustive list of all responsibilities that may be assigned to this position from time to time.
Minimum Qualifications
Bachelor's Degree in a field that required analysis and/or strong writing or math skills or an equivalent combination of education and experience. Advanced degree with related connection to ability to do the work desirable. Experience in healthcare Human Resources is a plus.
Seven years of Human Resources related experience including five (5) years of progressively more responsible leadership experience and comprehensive knowledge of a variety of Human Resources functional requirements. Significant and deep experience leading, overall or a significant portion thereof, an HR Shared Services function, HR Service Center, HR Center of Expertise, oversight of varied administrative matters as a director, manager or Chief HR Officer, or similar complex customer service focused function providing breadth and depth of HR services. Significant experience with Workday is a plus.
Record of leadership in providing an exceptional customer service experience. Understanding of the channels to successfully provide information and service to colleagues needing information. Experience with making information or tools available to team members and / or colleagues in a self-service, easily accessible format.
Writing skill sufficient to oversee the development of Tier 0 self-service materials and to effectively communicate with all levels of internal colleagues, and externally with colleague families or representatives, as needed, and to ensure that materials and information are created for organizational colleagues, team members and others are understood, responsiveness, available and maintained.
Record of using verbal, interpersonal, consultative, and relationship building skills sufficient to initiate and develop productive, collaborative, interdependent partnerships within the function and with all levels of leadership across the organization. Record of effectively influencing results, garnering support and tactfully managing complex relationships within and across the organization. High level of diplomacy and tact as well as ability to read subtle nuances of a situation and react / plan accordingly are required.
Working knowledge of and experience with various Federal, State and Local laws related to a broad base of employment / Human Resources topics, including, but not limited to Federal, State and local leave laws; ERISA; EEOC; ADAAA: FMLA: FLSA; ACA; HIPAA; etc.
Managerial and supervisory experience engaging and developing colleagues.
Experience with technology and associated applications required to efficiently and effectively manage the work of the function, particularly ensuring that services are provided effectively and efficiently. A focus on utilizing technology, artificial intelligence and process improvement orientation is required.
Knowledge of and experience with a variety of HR functional areas and their information, knowledge and administrative responsibilities and requirements.
Record of leadership, integration and execution skill application. Experience defining programs, processes or business objectives and scope. Experience identifying, evaluating, and articulating opportunities, risks, business needs / gaps and understanding customer / stakeholder interests.
Experience with providing functional leadership for mergers, transitions and acquisitions and participating in diligence and integrating entities and colleagues or divesting entities is a plus.
Must be comfortable operating in a collaborative, shared leadership environment possessing demonstrated team player and leadership skills. Ability to respect confidential and sensitive information and understand and honor lines of accountability.
Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, Mission, vision, goals, and values of Trinity Health.
Remote or Hybrid
Leads the development of content, strategy and operations for the knowledge base, direct access / self-service and Tier 1 (HR call center and electronic inquiry) services and inquiries in order to build an HR Shared Operations Services (“HR Shared Services” or “HRSS”) function that provides exceptional colleague support and experience. Leads the team that owns the content development and management for Tier 0 and Tier 1 information and services, ensuring a deep understanding and anticipation of what colleagues need, excellent responsiveness, close connection with HR Centers of Expertise and with other functions in the organization, and strategic and operational vision on how to best and most effectively provide colleagues with employment-related information throughout their entire employment lifecycle. Leads a team supporting colleagues during Mergers, Transitions and Acquisitions (M,T & A), including orienting them to various benefits, systems, answering questions and addressing concerns. Works focused and passionately on creating materials and 24-hour access to information that colleagues can search and obtain on their own.
Works closely with other HRSS functional leaders to develop strategy and operational plans and implement comprehensive and coordinated services across the entire HRSS platform. Incorporates technology and continuous process improvement focus.
Works with and across all HR functions and platforms, representing the HRSS function for the assigned work, to ensure consistent integration and implementation of the national HR strategy and operations. Works together with other functional directors related to HRSS team member recruitment, training, mentoring, development mapping, pay determinations and the like to create uniform standards, feel and tools that provide understanding of developmental opportunities.
Hourly pay ranges: $64.93 - $107.14
Our Commitment to Diversity and Inclusion
Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.
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