HR Service Center Manager (Administrator VI)

Commonwealth of Massachusetts • United States, Massachusetts, 10 Park Plaza, MA

1d • Hybrid

About The Position

The Human Resources Service Center Manager is responsible for the strategic leadership, administration, and continuous improvement of the Human Resources Service Center. This position oversees the delivery of centralized human resources services and serves as the primary authority for Service Center operations, customer service standards, workflow management, process improvement, and performance outcomes.
The incumbent exercises substantial independent judgment and discretion in managing Service Center operations, interpreting and implementing HR policies and procedures, resolving complex personnel matters, establishing operational priorities, allocating resources, and directing staff. Working under general administrative direction, the Human Resources Service Center Manager functions with considerable autonomy and is accountable for ensuring the efficient, effective, and compliant delivery of human resources services across the agency.
The Human Resources Service Center Manager serves as a trusted advisor to executive leadership and collaborates with HR Centers of Expertise (COEs), agency leadership, labor representatives, and employees to support organizational goals and workforce initiatives.
Hybrid Work Schedule: Candidate should expect increased onsite attendance during the onboarding and training period. Following completion of training, the position is expected to operate on a hybrid schedule requiring a minimum of three (3) onsite workdays per week.

Requirements

• At least five (5) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management.
• Of which at least one (1) year must have been in a project management, supervisory or managerial capacity.
• A complete, accurate and current resume / application for MassDOT to review in order to determine if your submitted materials meet the minimum entrance requirements for the position.

Nice To Haves

• A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.
• A Bachelor's degree in a related field may be substituted for two (2) years of the required (A) experience.
• A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.
• A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.

Responsibilities

• Direct, manage, and evaluate all Human Resources Service Center operations.
• Establish strategic and operational goals for the Service Center consistent with agency objectives.
• Develop and implement service delivery models that improve efficiency, customer satisfaction, and operational effectiveness.
• Establish performance metrics, service-level agreements (SLAs), and quality standards.
• Monitor service center performance and implement corrective actions as necessary.
• Lead initiatives designed to modernize and improve HR service delivery.
• Evaluate operational needs and determine priorities for staffing, workflow, and resource allocation.
• Exercise independent judgment in managing Human Resources Service Center operations.
• Make operational decisions regarding workflow distribution, service delivery standards, staffing assignments, and issue resolution.
• Interpret and apply agency policies, procedures, civil service rules, employment laws, and collective bargaining agreements.
• Resolve complex employee and management inquiries that require advanced analysis and judgment.
• Establish procedures and operational guidelines to improve service quality and consistency.
• Determine appropriate escalation paths for personnel matters.
• Recommend policy changes, organizational improvements, and operational enhancements to executive leadership.
• Make decisions regarding resource deployment and prioritization of Service Center initiatives.
• Oversee centralized HR functions including: Employee onboarding and offboarding, Personnel transactions, Benefits administration support, HR records management, Employee and manager support services.
• Ensure timely and accurate processing of HR transactions.
• Monitor compliance with applicable federal, state, and local employment regulations.
• Ensure confidentiality and integrity of employee records and sensitive information.
• Supervise, train, mentor, and evaluate Human Resources Service Center staff.
• Establish clear performance expectations and accountability measures.
• Promote a culture of customer service excellence, collaboration, and continuous improvement.
• Identify staffing needs and participate in recruitment and selection activities.
• Develop succession planning and professional development strategies for Service Center personnel.
• Address employee performance concerns and implement corrective actions as necessary.
• Serve as the agency’s primary resource for HR service delivery issues.
• Ensure high-quality customer service for employees, managers, applicants, retirees, and other stakeholders.
• Analyze customer feedback and service trends to identify improvement opportunities.
• Develop communication strategies to improve employee understanding of HR programs and services.
• Build collaborative relationships with agency leadership, labor representatives, and external partners.
• Lead continuous improvement efforts.
• Identify inefficiencies and implement solutions to streamline HR operations.
• Lead special projects and organizational initiatives related to HR transformation and modernization.
• Implement best practices in shared services and customer service management.
• Ensure data accuracy, integrity, and compliance with reporting requirements.
• Develop and analyze operational reports, dashboards, and workforce metrics.
• Present performance data and recommendations to executive leadership.
• Utilize analytics to support strategic decision-making and operational planning.
• Ensure compliance with: Federal employment laws, State employment regulations, Civil service requirements, Collective bargaining agreements, Agency policies and procedures.
• Participate in audits, investigations, and compliance reviews.
• Develop internal controls to mitigate operational and compliance risks.
• Ensure proper records retention and documentation practices.

Benefits

• Outstanding suite of employee benefits that add to the overall value of your compensation package.
• Work experience that supports you, your loved ones, and your future.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed