Supervisor, Human Resources Employee Experience

University of Utah Health•Salt Lake City, UT

3d•Onsite

About The Position

The Supervisor, Human Resources Employee Experience is responsible for monitoring and evaluating individual and team performance, ensuring quality standards, competency expectations, productivity goals, and service level agreements (SLAs) are met or exceeded. This role involves developing, implementing, and overseeing quality assurance processes, including audits, quality reviews, trend analysis, and improvement planning. The supervisor will monitor performance and operational data to identify training opportunities, service gaps, and quality trends, providing coaching, resources, and support to strengthen team performance and service delivery. They will conduct root cause analysis of operational issues, quality trends, and recurring service challenges, developing recommendations and improvement strategies. This position promotes and reinforces departmental standards of practice, policies, procedures, quality expectations, and service standards through coaching, guidance, performance feedback, and ongoing employee development. The supervisor provides coaching, mentoring, performance feedback, and developmental support to team members to strengthen performance, build subject matter expertise, promote professional growth, support succession planning, and foster workforce readiness. They establish and maintain competency assessment programs to evaluate employee knowledge, skills, proficiency, and readiness for advancement. Overseeing onboarding, cross-training, and ongoing education efforts ensures operational continuity and development of departmental subject matter expertise. The role serves as the departmental backup for in-person New Employee Orientation (NEO), ensuring continuity of onboarding operations through coordination of day-of activities, new hire check-ins, roster management, learning module completion tracking, and overall operational support to deliver a positive employee onboarding experience. The supervisor analyzes team workload, service demand, staffing needs, and operational trends, identifying opportunities for workflow optimization, operational efficiency, and resource allocation improvements. They lead operational improvement initiatives, workflow redesign efforts, process optimization projects, and implementation of new procedures, technologies, or service delivery models. Developing and maintaining comprehensive documentation for HR business processes and systems, including Knowledge Base articles, standard operating procedures (SOPs), templates, training materials, workflow documentation, and escalation protocols is key. The supervisor manages the accuracy, accessibility, timeliness, consistency, and integrity of HR data, monitoring data quality and partnering with stakeholders to address discrepancies, improve processes, and support data integrity initiatives. They serve as the primary escalation point for complex, high-risk, sensitive, and exception-based employee transactions, requests, and case resolution activities, providing leadership and guidance on policy interpretation, procedural exceptions, and complex operational issues while ensuring consistent application of policies and procedures. The supervisor acts as a departmental subject matter expert for Employee Experience operations, systems, processes, and service delivery functions. They collaborate with HR Centers of Excellence, administrative departments, and organizational stakeholders to improve processes, streamline services, and enhance the employee experience. Building and maintaining strong partnerships with internal and external stakeholders supports service delivery, operational effectiveness, and organizational objectives. The supervisor advises leadership regarding operational performance, workforce challenges, quality outcomes, staffing trends, and opportunities for service improvement. They support departmental audits, compliance reviews, and risk mitigation activities, partnering with stakeholders to identify opportunities for process enhancements, education, and continuous improvement. Overseeing compliance with applicable federal, state, organizational, and departmental regulations, policies, and procedures is essential. The role participates in committees, workgroups, projects, and organizational initiatives, representing the department as assigned. Additional duties and responsibilities are performed as assigned.

Requirements

Bachelor’s degree in human relations or related field.
Four years of progressive leadership experience in a related area.
Ability to work flexible hours, including weekends and holidays.
Able to adapt communication style and message to fit audience, communicates clearly, concisely and able to deliver a compelling message, communicates effectively up, down and across all levels and able to share innovative and strategic ideas with team members.
Able to develop presentation materials that are clear, succinct and reflect intended message.
Strategic thinking and analytics: Applies technical knowledge and knowledge of team and resources to advance projects and processes; applies analysis, experience and good judgment when making decisions and able to separate opinion from fact.
Able to develop clear action plans with results-oriented goals for measuring success, leads project plans for timely completion and takes ownership of quality management for team member work product.
Uses best practices in workflow management solutioning for self and processes: experience utilizing process improvement methodologies with a focus on continuous improvement; experience with workflow design, project management and time management skills.
Knowledgeable in several HR areas of specialty, particularly, benefits and general operations.
Delegates work effectively, encourage collaboration, push others to achieve results, keeps team informed to bring projects to completion, develops strong network of contacts and builds trust throughout the organization, drives improvement through collaboration with other departments and provides current, direct, complete and actionable feedback.
Intermediate skills with MS Office (Word, Excel); People Soft and ServiceNow or similar system experience.
Strong customer service focus centered on building an exceptional employee experience.
Ability to quickly learn new procedures and processes.
Ability to prioritize and multi-task in a fast-paced environment.
Demonstrated knowledge of HIPAA regulations and ability to ensure patient information is guarded and respected.
Demonstrated organization, human relations, and effective communication skills.

Responsibilities

Monitors and evaluates individual and team performance, ensuring quality standards, competency expectations, productivity goals, and service level agreements (SLAs) are met or exceeded.
Develops, implements, and oversees quality assurance processes, including audits, quality reviews, trend analysis, and improvement planning to ensure accuracy, compliance, and service excellence.
Monitors performance and operational data to identify training opportunities, service gaps, and quality trends, providing coaching, resources, and support to strengthen team performance and service delivery.
Conducts root cause analysis of operational issues, quality trends, and recurring service challenges; develops recommendations and improvement strategies to enhance service delivery, efficiency, quality, and compliance.
Promotes and reinforces departmental standards of practice, policies, procedures, quality expectations, and service standards through coaching, guidance, performance feedback, and ongoing employee development.
Provides coaching, mentoring, performance feedback, and developmental support to team members to strengthen performance, build subject matter expertise, promote professional growth, support succession planning, and foster workforce readiness.
Establishes and maintains competency assessment programs to evaluate employee knowledge, skills, proficiency, and readiness for advancement.
Oversees onboarding, cross-training, and ongoing education efforts to ensure operational continuity and development of departmental subject matter expertise.
Serves as the departmental backup for in-person New Employee Orientation (NEO), ensuring continuity of onboarding operations through coordination of day-of activities, new hire check-ins, roster management, learning module completion tracking, and overall operational support to deliver a positive employee onboarding experience.
Analyzes team workload, service demand, staffing needs, and operational trends; identifies opportunities for workflow optimization, operational efficiency, and resource allocation improvements.
Leads operational improvement initiatives, workflow redesign efforts, process optimization projects, and implementation of new procedures, technologies, or service delivery models.
Develops and maintains comprehensive documentation for HR business processes and systems, including Knowledge Base articles, standard operating procedures (SOPs), templates, training materials, workflow documentation, and escalation protocols.
Manages the accuracy, accessibility, timeliness, consistency, and integrity of HR data; monitors data quality and partners with stakeholders to address discrepancies, improve processes, and support data integrity initiatives.
Serves as the primary escalation point for complex, high-risk, sensitive, and exception-based employee transactions, requests, and case resolution activities.
Provides leadership and guidance on policy interpretation, procedural exceptions, and complex operational issues while ensuring consistent application of policies and procedures.
Serves as a departmental subject matter expert for Employee Experience operations, systems, processes, and service delivery functions.
Collaborates with HR Centers of Excellence, administrative departments, and organizational stakeholders to improve processes, streamline services, and enhance the employee experience.
Builds and maintains strong partnerships with internal and external stakeholders to support service delivery, operational effectiveness, and organizational objectives.
Advises leadership regarding operational performance, workforce challenges, quality outcomes, staffing trends, and opportunities for service improvement.
Supports departmental audits, compliance reviews, and risk mitigation activities; partners with stakeholders to identify opportunities for process enhancements, education, and continuous improvement.
Oversees compliance with applicable federal, state, organizational, and departmental regulations, policies, and procedures.
Participates in committees, workgroups, projects, and organizational initiatives, representing the department as assigned.
Performs additional duties and responsibilities as assigned.