Director HR Shared Services and Quality Assurance
Company: Christus Health
Posted on: November 10, 2018
DescriptionThe Director, HR Shared Services & Quality Assurance is responsible for providing leadership and support to the HR Shared Services team and for coordinating the collection, evaluation and dissemination of performance data relative to specified quality improvement programs within the system's HR Centers of Excellence.This position is a full-time position and will report to the Vice President, Human Resource Operations.HR Shared ServicesThe HR Shared Services team is responsible for providing customer service to Associates and managers on HR inquiries via telephone, chat and the web-based portal. The Director, HR Shared Services & Quality Assurance manages the implementation and operational workflow of administrative practices and procedures related to in scope processes including Workforce Administration (WFA), Recruiting & Onboarding, and Benefits Administration, Learning and Development Administration, Payroll Administration and Rewards Administration.Customer Service Serves as subject matter expert on customer service practices for CHRISTUS HR Shared ServicesAcquires broad Workforce Administration (WFA), Recruiting & Onboarding, and Benefits Administration, Learning and Development Administration, Payroll Administration and Rewards Administration knowledge to handle in-scope servicesEnsures operating procedures and guidelines (e.g. call guides) are well documented and useable for the teamEnsures effective escalation process to ensure inquiries reach resolutionChampions the use of case management to log case, monitor case and escalate inquiriesRoutinely uses metrics and feedback for continuous improvement of business processesMonitors customer satisfaction and elevates issues of dissatisfaction for quick resolutionEstablishes a metrics-driven and customer focused culture within the CHRISTUS HR Shared Services teamProcess Subject Matter ExpertiseOversees the development, implementation and ongoing maintenance of in-scope processes including but not limited to Workforce Administration (WFA), Recruiting & Onboarding, and Benefits Administration, Learning and Development Administration, Payroll Administration and Rewards AdministrationLeads the development of new processes, incorporating thought leadership and utilizing industry best practices in order to achieve consistency and standardizationProvides counsel to HR staff regarding recommended changes to HR programs that have administration implicationsAssists in the resolution of highly complex and escalated workforce administration issues and situations; makes final determination on these issues and acts appropriatelyProvides project management for in-scope process redesign and enhancement effortsEnsures continuous process improvement; measures effectiveness of current processesPeople Management Hires, develops, evaluates and disciplines staff in accordance with CHRISTUS policy, and provides for effective staff development opportunities in accordance with department requirementsProvides timely sharing of knowledge and updates to the teamEnsures knowledge management are used and updated by CHRISTUS HR Shared Services team membersManages the CHRISTUS HR Shared Services teamProvides timely sharing of knowledge with teamUses rewards and recognition to engage and motivate HR Service Representatives and SpecialistsSupports team building among customer service Associates and throughout the CHRISTUS HR Shared Services team Quality AssuranceAssists the HR Center of Excellence (COE) leaders in identifying service quality indicators and developing action plansDesigns, schedules and conducts quality review audits as appropriate with the COE leadersParticipates in the planning, development, coordination, and presentation of specific training and educational programs as appropriate to the quality assurance needs of the COEServes as a change agent to educate COE teams on the value of quality assurance to support the CHRISTUS mission and core valuesMaintains and improves service quality by completing system, compliance, and process audits; investigating customer complaints; collaborating with COE leaders and other members of management to develop new processes.Prepares quality documentation and reports by collecting, analyzing and summarizing information and trends including failed processes, corrective actions, and re-validations.Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishmentsPerforms other duties as assigned RequirementsA. Education/SkillsBachelor's Degree in HR, or related field OR equivalent experience.Familiar with CHRISTUS HR processes and policiesAbility to develop and continuously improve HR processes and procedures that are aligned to the new HR service delivery modelHas knowledge of systems and technology that support CHRISTUS HR Shared Services (e.g. ADP)Has knowledge, skills, and abilities needed to analyze and determine how ADP is administered and maintained in the most efficient manner.Experience in data and record managementExperience in project management, planning, execution, monitoring, and controllingStrong analytical, problem solving, critical thinking, organizational skillsPossesses exceptional customer service skillsExperience in managing a team of five or more employeesStrong collaboration and teamwork skills. Demonstrated ability to lead in a collaborative environment, build consensus and promote the exchange of information among team members.Excellent written, oral, presentation, facilitation, and interpersonal communication skills. Ability to communicate effectively across all levels of the organization.Ability to handle ambiguity in a fast-paced environment with multiple concurrent tasks and changing prioritiesB. ExperienceMinimum of 5 years experience in HRExperience in people managementC. Licenses, Registrations, or CertificationsHR Certification (PHR or SPHR) preferred
Keywords: Christus Health, Irving , Director HR Shared Services and Quality Assurance, Executive , Irving, Texas
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