Manager, HR Information Systems & Shared Services, 672

The Centers•Cleveland, OH

89d•$85,000 - $100,000•Onsite

About The Position

The Manager, HR Information Systems & Shared Services leads the HR Shared Services pillar within People and Culture, combining HRIS administration, benefits administration, and HR vendor management into a service-oriented function. The role is accountable for the organization's HCM system and for the accuracy, timeliness, and quality of transactional HR services that support employees. The manager builds and leads a shared services model, including a formal ticketing and triage system for HR requests, to promote consistent service, accountability, and continuous improvement across HRIS, payroll, and benefits operations. The manager serves as the primary contact for HR technology and service vendors, leads HR systems and process improvement projects, and works closely with payroll and the HRBP, Recruiting, and Learning & Development pillars to meet organizational needs. The position oversees HR Shared Services staff, establishes service standards and workflows, maintains HR systems and data, administers benefits, manages vendors and integrations, and leads system and process projects. It also supports compliance, training, documentation, change management, and responsible evaluation and adoption of emerging HR technology and AI tools.

Requirements

Demonstrated experience maintaining and optimizing an HR system, including customization, configuration, and maintenance.
Demonstrated experience with payroll processing and/or benefits administration, including compliance requirements.
Experience managing vendor relationships and contracts, including RFP processes and SLA management.
Experience leading projects or process improvement initiatives.
Basic understanding of XML and low-code tools.
Bachelor's degree in Human Resources, Business Administration, Information Systems, or a related field is preferred.
Formal project management training or certification, such as PMP or CAPM, is preferred.
Prior supervisory or team leadership experience is preferred.

Nice To Haves

Bachelor's degree in Human Resources, Business Administration, Information Systems, or a related field.
Formal project management training or certification, such as PMP or CAPM.
Prior supervisory or team leadership experience.

Responsibilities

Lead and manage the HR Shared Services team, including HRIS and benefits, and establish service standards, workflows, and accountability structures.
Design, implement, and improve an HR request ticketing and triage model; establish service-level expectations and monitor resolution time, accuracy, and employee satisfaction.
Serve as an escalation point for complex HRIS, payroll, and benefits issues and ensure timely resolution and clear communication.
Design and maintain the HRIS and related systems to support organizational data management and reporting needs.
Use coding and low-code tools to build forms and workflows that maintain data integrity, security, and controls.
Maintain HRIS data accuracy and integrity, system roles, users, and access.
Serve as the organization's HCM superuser and share relevant provider and technology developments with stakeholders.
Build and maintain the organization structure in the HRIS according to the established scheme and Finance requests.
Create standard and ad hoc queries and reports, maintain the HR Dashboard, and provide data summaries and statistical analysis for planning and decision-making.
Oversee day-to-day benefits administration, including enrollment, eligibility, life events, and employee inquiries.
Lead annual open enrollment planning and execution with benefits brokers and carriers.
Ensure benefits compliance with applicable regulations, including ACA, COBRA, ERISA, and HIPAA.
Manage benefits carrier and broker relationships, evaluate plan performance, and identify opportunities to improve value and employee experience.
Own relationships with HRIS, payroll, benefits, and related HR technology vendors, including contract renewals, RFPs, and SLA management.
Coordinate with IT, Finance, and HR to maintain and optimize integrations between the HRIS and other organizational systems.
Lead HR systems and process improvement projects, including HRIS configuration and implementation, from scoping through go-live.
Represent and liaise among HR, information services, external vendors, and other stakeholders on HCM design and implementation projects.
Apply project management practices, including timelines, milestones, and risk tracking, to shared services initiatives.
Work with subject matter experts and legal counsel to ensure HRIS, payroll, and benefits systems are configured to meet compliance needs.
Provide training and end-user documentation for HRIS, payroll, and benefits processes.
Follow and enforce procedures for updating, validating, and correcting employee records and related HR data.
Collaborate with People and Culture leadership on system and process improvements and apply change management practices to support adoption.
Participate in continuing education and development activities, such as user groups and webinars.
Champion AI literacy within People and Culture by monitoring emerging HR technology and AI tools, evaluating responsible adoption opportunities, and building team capability to use them in daily workflows.
Participate in People and Culture projects as assigned and perform other duties as assigned.
Supervise team members.