Human Resources Service Center Manager| Team Member Services | Full Time | Hybrid/Remote- within the state of FL
About The Position
The HR Service Center Manager provides leadership and operational oversight for the UF Health HR Service Center, ensuring timely, accurate, and customer focused delivery of HR support services to employees, leaders, physicians, and candidates. This role manages daily operations, staff performance, service-level expectations, and continuous improvement initiatives across key HR transactions including onboarding, employee data management, benefits administration support, HRIS inquiries, and case management. The manager partners closely with HR Centers of Expertise (COEs), HR Business Partners (HRBPs), Payroll, IT, and other stakeholders to ensure consistent, compliant, and efficient HR service delivery across the health system.
Requirements
- Bachelor’s degree in Human Resources, Business Administration, Healthcare Administration, or related field.
- 5+ years of HR operations experience, including HR Service Center or HR shared services.
- 2+ years of supervisory or team leadership experience.
Responsibilities
- Lead daily operations of the HR Service Center, ensuring high-quality service and adherence to service-level agreements (SLAs)
- Supervise, coach, and develop staff while fostering accountability and a strong customer service culture
- Monitor workload distribution, case volumes, call metrics, and workflow efficiency
- Develop and maintain standard operating procedures (SOPs) for HR transactions and inquiries
- Ensure accurate and consistent support for employee and leader inquiries related to benefits, onboarding, HR policies, HRIS transactions, compensation, leave programs, and general HR services
- Oversee Tier 1 and Tier 2 issue resolution and escalation processes
- Promote a responsive, empathetic, and service-focused team culture
- Serve as a key operational contact for Workday Service Center functionality
- Identify and implement process improvements to streamline workflows and enhance employee experience
- Analyze service trends and data to improve performance and anticipate needs
- Partner with IT and HRIS teams on system updates, testing, and troubleshooting
- Ensure compliance with UF Health policies, data privacy standards, and regulatory requirements
- Conduct quality audits to maintain data accuracy and process adherence
- Develop and analyze performance metrics and dashboards; report findings to HR leadership
- Maintain current knowledge of employment laws and HR compliance standards
- Partner with HR Centers of Excellence (Talent Acquisition, Total Rewards, Employee Relations, Organizational Development, HRIS) to ensure seamless processes
- Collaborate with Payroll, Finance, and IT on cross-functional workflows
- Provide HR leadership with insights on recurring issues, employee concerns, and resource needs
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
1-10 employees
