Supervisor, Human Resources Solution Center

Exemption Status:

Schedule Details:

Scheduled Hours:

Shift:

Hours:

Cost Center:

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

At UMass Memorial Health, everyone is a caregiver - regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 16,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

I. Major Responsibilities:
1. Manage the day-to-day administration of HR services operations and processes providing support to managers and employees regarding HR policies and practices, HR process flow and approvals, HR data, researching and/or investigating concerns and making recommendations that promote positive employee relations.
2. Ensures appropriate work allocation among HRSC team members and evaluate HR Solution Center Team's day-to-day operations to continuously improve. Responsible to address escalations in a timely manner.
3. Coach, monitor, and enforce performance standards of HR Solution Center Team to identify and develop service skills that will improve associate interactions utilizing Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Measure and monitor service levels and assure that the business receives the maximum benefit and value from Service Delivery functions at an optimized cost.
4. Provide support in the implementation of standardized policies and practices that are associated with HR Solution Center to create departmental efficiencies and excellent customer service.
5. Produce reports and analyze data on service level to find issues and work with HR Solution Center Manager to resolve the issues. Also identify areas of improvement and work with HR Solution Center Manager to implement improvements.
6. Partner with Compliance and legal to report and resolve any compliance issues, implement new requirements, review, and document processes to ensure they meet regulated compliance requirements.
7. Seek out opportunities to automate and enhance our operations to be more efficient, while keeping employee experience as the utmost priority
8. Ensure Knowledge base documentations are updated and maintained accurately in a timely manner.
9. Performs scheduled and ad hoc quality assurance audits in order to improve employee experience.
10. Evaluate case management tool catalog items on a regular basis and work with IS team to add new, updated existing or remove unused catalog items.
11. In addition to the above, standard management level responsibilities may include directing and supervising assigned personnel, conducting performance appraisals, scheduling, and training. Makes decisions on hiring, transfers, firing, and departmental goals. Carries out entity and system level strategy, fosters a culture of continuous improvement, and promotes the standards of respect. Ensures compliance with regulatory agencies and all health and safety programs.

All responsibilities are essential job functions.

II. Position Qualifications:
License/Certification/Education:
Required:
1. Bachelor's Degree and a minimum 4 years of combined HR experience to include expertise in HR Solution Center plus deep multi-function HR expertise (e.g., compensation, recruiting, payroll, benefits, learning, etc.)

Experience/Skills:
Required:
1. Knowledge of leading practices, external trends, principles, and methods in HR operations. Successful record of building and improving operational processes and procedures, ability to drive program efficiency and high levels of customer satisfaction.
2. Demonstrated problem-solving and decision-making skills.
3. Experience with continuous improvement methodologies, project management, and process documentation skills.
4. Ability to influence, partner and develop productive relationships with senior HR leadership and other parties to deliver a consistent employee experience.
5. Ability to lead and develop high performing teams of resources across multiple HR functions.
6. Analytical and data-driven, leveraging data available to ensure initiatives are fact-based and drive business outcomes.
7. Ability to work effectively in an environment subject to changing priorities and short deadlines.
8. Ability to present data and recommendations in a meaningful way.
9. Ability to define and communicate goals and develop action plans when needed.
10. Ability to handle sensitive and highly personal information on a daily basis and maintain confidentiality.

Preferred:
1. Working knowledge of state and federal employment laws
2. Functional knowledge of Workday

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We're striving to make respect a part of everything we do at UMass Memorial Health - for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.