The Director, HR Shared Services & Quality Assurance is responsible for providing leadership and support to the HR Shared Services team and for coordinating the collection, evaluation and dissemination of performance data relative to specified quality improvement programs within the system's HR Centers of Excellence.
This position is a full-time position and will report to the Vice President, Human Resource Operations.
HR Shared Services
The HR Shared Services team is responsible for providing customer service to Associates and managers on HR inquiries via telephone, chat and the web-based portal. The Director, HR Shared Services & Quality Assurance manages the implementation and operational workflow of administrative practices and procedures related to in scope processes including Workforce Administration (WFA), Recruiting & Onboarding, and Benefits Administration, Learning and Development Administration, Payroll Administration and Rewards Administration.
Serves as subject matter expert on customer service practices for CHRISTUS HR Shared Services
Acquires broad Workforce Administration (WFA), Recruiting & Onboarding, and Benefits Administration, Learning and Development Administration, Payroll Administration and Rewards Administration knowledge to handle in-scope services
Ensures operating procedures and guidelines (e.g. call guides) are well documented and useable for the team
Ensures effective escalation process to ensure inquiries reach resolution
Champions the use of case management to log case, monitor case and escalate inquiries
Routinely uses metrics and feedback for continuous improvement of business processes
Monitors customer satisfaction and elevates issues of dissatisfaction for quick resolution
Establishes a metrics-driven and customer focused culture within the CHRISTUS HR Shared Services team
Process Subject Matter Expertise
Oversees the development, implementation and ongoing maintenance of in-scope processes including but not limited to Workforce Administration (WFA), Recruiting & Onboarding, and Benefits Administration, Learning and Development Administration, Payroll Administration and Rewards Administration
Leads the development of new processes, incorporating thought leadership and utilizing industry best practices in order to achieve consistency and standardization
Provides counsel to HR staff regarding recommended changes to HR programs that have administration implications
Assists in the resolution of highly complex and escalated workforce administration issues and situations; makes final determination on these issues and acts appropriately
Provides project management for in-scope process redesign and enhancement efforts
Ensures continuous process improvement; measures effectiveness of current processes
Hires, develops, evaluates and disciplines staff in accordance with CHRISTUS policy, and provides for effective staff development opportunities in accordance with department requirements
Provides timely sharing of knowledge and updates to the team
Ensures knowledge management are used and updated by CHRISTUS HR Shared Services team members
Manages the CHRISTUS HR Shared Services team
Provides timely sharing of knowledge with team
Uses rewards and recognition to engage and motivate HR Service Representatives and Specialists
Supports team building among customer service Associates and throughout the CHRISTUS HR Shared Services team
Assists the HR Center of Excellence (COE) leaders in identifying service quality indicators and developing action plans
Designs, schedules and conducts quality review audits as appropriate with the COE leaders
Participates in the planning, development, coordination, and presentation of specific training and educational programs as appropriate to the quality assurance needs of the COE
Serves as a change agent to educate COE teams on the value of quality assurance to support the CHRISTUS mission and core values
Maintains and improves service quality by completing system, compliance, and process audits; investigating customer complaints; collaborating with COE leaders and other members of management to develop new processes.
Prepares quality documentation and reports by collecting, analyzing and summarizing information and trends including failed processes, corrective actions, and re-validations.
Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
Performs other duties as assigned
Bachelor's Degree in HR, or related field OR equivalent experience.
Familiar with CHRISTUS HR processes and policies
Ability to develop and continuously improve HR processes and procedures that are aligned to the new HR service delivery model
Has knowledge of systems and technology that support CHRISTUS HR Shared Services (e.g. ADP)
Has knowledge, skills, and abilities needed to analyze and determine how ADP is administered and maintained in the most efficient manner.
Experience in data and record management
Experience in project management, planning, execution, monitoring, and controlling
Strong analytical, problem solving, critical thinking, organizational skills
Possesses exceptional customer service skills
Experience in managing a team of five or more employees
Strong collaboration and teamwork skills. Demonstrated ability to lead in a collaborative environment, build consensus and promote the exchange of information among team members.
Excellent written, oral, presentation, facilitation, and interpersonal communication skills. Ability to communicate effectively across all levels of the organization.
Ability to handle ambiguity in a fast-paced environment with multiple concurrent tasks and changing priorities
CHRISTUS HEALTH is an international Catholic, faith-based, not-for-profit health system comprised of almost more than 600 services and facilities, including more than 60 hospitals and long-term care facilities, 350 clinics and outpatient centers, and dozens of other health ministries and ventures. CHRISTUS operates in 6 U.S. states, Colombia, Chile and 6 states in Mexico. To support our health care ministry, CHRISTUS Health employs approximately 45,000 Associates and has more than 15,000 physicians on medical staffs who provide care and support for patients. CHRISTUS Health is listed among the top ten largest Catholic health systems in the United States.