Director HR Shared Services
About The Position
Description Key Responsibilities Strategic Leadership & Service Delivery Design and execute a comprehensive HR Shared Services strategy aligned with enterprise priorities Establish and optimize a tiered service delivery model (self-service, case management, COE partnership) Define and monitor SLAs, KPIs, and governance standards Lead process centralization, standardization, and automation initiatives Partner with HRBPs, COEs, HRIS, IT, Legal, and Compliance to ensure seamless service delivery HR Operations & Employee Lifecycle Oversee centralized employee lifecycle processes (status changes, transfers, separations, documentation) Ensure consistent policy execution and operational discipline across the system Serve as escalation point for complex or sensitive HR operational issues Drive clarity of roles and seamless handoffs across HR functions Employee Records & Compliance Governance Lead employee records management, documentation integrity, and retention governance Ensure audit readiness and compliance with regulatory and accreditation standards Oversee internal audits and preparation for external regulatory bodies Develop remediation frameworks for documentation gaps and risk mitigation Technology & Process Optimization Partner with HRIS to enhance HCM workflows, case management, and reporting systems Expand employee and manager self-service capabilities Ensure data integrity through governance and system oversight Drive technology-enabled improvements to service delivery Analytics & Continuous Improvement Develop dashboards to track volume, turnaround times, SLA adherence, and quality metrics Analyze trends to identify risks and improvement opportunities Deliver actionable insights to HR leadership Foster a culture of operational excellence and continuous improvement Team Leadership & Culture Lead and develop a high-performing Shared Services and Employee Records team Set clear performance expectations tied to service quality and compliance Model and embed HEART values into team culture and service delivery Stakeholder Partnership Collaborate with HRBPs, COEs, Employee Relations, Legal, and Accreditation teams Serve as a trusted advisor on service design, compliance risk, and process optimization Communicate operational changes and service enhancements effectively Qualifications Experience 8+ years of HR experience, including at least 3 years leading HR operations, service delivery, or shared services Experience in healthcare or a highly regulated environment preferred Education Bachelor’s degree in HR, Business Administration, Healthcare Administration, or related field (required) Master’s degree (MBA, MHA, or related field) (preferred)
Requirements
- 8+ years of HR experience, including at least 3 years leading HR operations, service delivery, or shared services
- Bachelor’s degree in HR, Business Administration, Healthcare Administration, or related field (required)
Nice To Haves
- Experience in healthcare or a highly regulated environment preferred
- Master’s degree (MBA, MHA, or related field) (preferred)
Responsibilities
- Design and execute a comprehensive HR Shared Services strategy aligned with enterprise priorities
- Establish and optimize a tiered service delivery model (self-service, case management, COE partnership)
- Define and monitor SLAs, KPIs, and governance standards
- Lead process centralization, standardization, and automation initiatives
- Partner with HRBPs, COEs, HRIS, IT, Legal, and Compliance to ensure seamless service delivery
- Oversee centralized employee lifecycle processes (status changes, transfers, separations, documentation)
- Ensure consistent policy execution and operational discipline across the system
- Serve as escalation point for complex or sensitive HR operational issues
- Drive clarity of roles and seamless handoffs across HR functions
- Lead employee records management, documentation integrity, and retention governance
- Ensure audit readiness and compliance with regulatory and accreditation standards
- Oversee internal audits and preparation for external regulatory bodies
- Develop remediation frameworks for documentation gaps and risk mitigation
- Partner with HRIS to enhance HCM workflows, case management, and reporting systems
- Expand employee and manager self-service capabilities
- Ensure data integrity through governance and system oversight
- Drive technology-enabled improvements to service delivery
- Develop dashboards to track volume, turnaround times, SLA adherence, and quality metrics
- Analyze trends to identify risks and improvement opportunities
- Deliver actionable insights to HR leadership
- Foster a culture of operational excellence and continuous improvement
- Lead and develop a high-performing Shared Services and Employee Records team
- Set clear performance expectations tied to service quality and compliance
- Model and embed HEART values into team culture and service delivery
- Collaborate with HRBPs, COEs, Employee Relations, Legal, and Accreditation teams
- Serve as a trusted advisor on service design, compliance risk, and process optimization
- Communicate operational changes and service enhancements effectively
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What This Job Offers
Job Type
Full-time
Career Level
Director
Number of Employees
5,001-10,000 employees
