Employee Services Partner

Mass General Brigham•Somerville, MA

2d•Remote

About The Position

The Employee Services Partner is a visible, critical point of contact for employees and leaders, providing guidance, personalized support, timely answers, and coordination across HR programs, policies, processes, and services. Working within established HR practices and service models, the role helps employees and leaders navigate HR resources and resolves routine to moderately complex matters accurately and promptly, involving specialized HR teams when needed. The role applies HR knowledge, customer service skills, and sound judgment to understand needs, explain options, and support consistent outcomes. The position provides coaching to M3 leaders and below on routine employee relations and performance management matters, and is an initial contact for compensation, benefits, HR systems, talent acquisition and staffing, and workforce enrichment questions. The Employee Services Partner owns the service experience from initial request through resolution, maintains communication and documentation, and contributes to improvements in HR service quality. This role may include varying shifts between 7:00 a.m. and 7:00 p.m.; specific scheduling details are discussed during the interview process. The position is remote, with a listed work location of 399 Revolution Drive, and has 40 scheduled weekly hours.

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, and 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 primary, consistent point of contact for employees and leaders through the Director level for routine to moderately complex HR needs.
Build effective working relationships by listening, understanding context, and providing responsive follow-through.
Deliver a professional, personalized HR experience grounded in empathy, credibility, consistency, and service.
Adapt communication to the audience, situation, and complexity of the request.
Build knowledge of the supported workforce, operating environment, and recurring HR needs.
Provide practical guidance on HR programs, policies, processes, and 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, as well as 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, escalating matters involving greater complexity, sensitivity, urgency, or risk.
Explain available options, expected next steps, and relevant timelines, and guide employees and leaders to self-service tools and knowledge resources where appropriate.
Take accountability for the experience from initial request through appropriate resolution, maintaining clear 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 appropriately informed and confirm closure.
Document interactions, actions, decisions, and outcomes accurately in the HR case-management system.
Identify recurring questions, service gaps, and process pain points, and share improvement opportunities with team leaders and HR partners.
Support updates to knowledge resources, standard responses, workflows, and service practices.
Contribute to team projects and process-improvement activities, and apply feedback and lessons learned to strengthen service quality and consistency.