Employee Services Partner

Mass General Brigham•Somerville, MA

3d•$90,000 - $120,000•Remote

About The Position

The Employee Services Partner is a primary point of contact for employees and leaders, providing personalized HR guidance, timely answers, and coordination across HR programs, policies, processes, and services. The role represents HR and helps employees and leaders navigate resources and resolve routine to moderately complex matters within established practices and service models. It applies HR knowledge, customer-service skills, and sound judgment, and connects people with specialized HR teams when additional expertise is needed. The position owns the HR experience from the initial request through resolution, maintaining clear communication, follow-through, accurate case documentation, and appropriate handoffs. It also identifies recurring questions and service gaps and contributes to improvements in HR knowledge resources, workflows, and service practices. The role may have varying shifts between 7:00 a.m. and 7:00 p.m.; scheduling details are discussed during the interview process.

Requirements

Bachelor's degree in Human Resources, Business Administration, Organizational Development, or a related field, or an equivalent combination of education and relevant experience.
3–5 years of relevant HR experience, including HR service delivery, HR generalist support, employee relations support, HR operations, HR consulting, or a related role.
Working knowledge of HR policies, programs, processes, and employment practices.
Ability to resolve routine to moderately complex HR questions using established policies, resources, and escalation pathways.
Strong relationship-building, customer-service, problem-solving, and follow-through skills.
Sound judgment and ability to recognize when escalation or specialized expertise is required.
Strong written and verbal communication skills, including the ability to make HR information clear and actionable.
Discretion when handling confidential and sensitive information.
Strong organization, prioritization, case-management, and documentation skills.
Ability to work effectively in a large, complex, matrixed organization.
Proficiency with HR technology, case-management platforms, knowledge-management tools, and standard business applications.

Nice To Haves

Experience supporting a large, complex, highly regulated, or geographically dispersed organization.
Experience across multiple HR programs or service areas.
Experience in healthcare or another complex workforce environment.
Working knowledge of applicable employment laws and HR compliance requirements.
Experience with Workday, ServiceNow, or a comparable HR case-management platform.
PHR, SPHR, SHRM-CP, SHRM-SCP, or comparable HR certification.

Responsibilities

Serve as a consistent point of contact for employees and leaders through the Director level for routine to moderately complex HR needs.
Build effective relationships by listening, understanding context, responding appropriately, and following through.
Provide professional, personalized, empathetic, credible, and consistent HR service, adapting communication to the audience and situation.
Build knowledge of the supported workforce, operating environment, and recurring HR needs.
Provide practical guidance on HR programs, policies, processes, and available resources using established tools and guidance.
Coach M3 leaders and below on routine Employee Relations and Performance Management issues, including time and attendance, general conduct, workplace culture, and job performance.
Serve as an initial contact for compensation and benefits questions and general questions about HR systems, talent acquisition and staffing, and workforce enrichment.
Clarify needs, gather relevant information, and determine appropriate next steps.
Diagnose and resolve routine to moderately complex matters within the role's knowledge and authority; recognize and escalate matters involving greater complexity, sensitivity, urgency, or risk.
Explain available options, expected next steps, and relevant timelines, and direct employees and leaders to self-service tools and resources when appropriate.
Take accountability for the employee or leader experience through appropriate resolution, maintaining communication and follow-through.
Create seamless handoffs by establishing ownership, next steps, timing, and communication expectations.
Navigate HR's internal structure, monitor progress across HR teams, and intervene when barriers, delays, or service breakdowns occur.
Keep employees and leaders informed, confirm closure, and accurately document interactions, actions, decisions, and outcomes in the HR case-management system.
Identify recurring questions, service gaps, and process pain points; share observations and improvement opportunities with team leaders and HR partners.
Support updates to knowledge resources, standard responses, workflows, and service practices, and contribute to assigned projects and process-improvement activities.
Apply feedback, coaching, and lessons learned to strengthen service quality and consistency.