Assistant Director, Clinician Services Center

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The Assistant Director, Clinician Services Center, is responsible for leading the HR Shared Services operating model for DHIP and DUHS Clinician Services. This role provides strategic and operational oversight of end‑to‑end HR shared services service delivery across the clinician lifecycle, ensuring services are scalable, compliant, data‑driven, and centered on an exceptional team member, employee, and leader experience.

The Assistant Director leads, coaches, and develops a high‑performing Shared Services team, setting clear expectations and fostering a culture of accountability, service excellence, and continuous improvement. This role proactively identifies and resolves complex operational issues, drives process optimization and standardization, and partners closely with stakeholders to deliver a consistent, efficient, and customer‑focused shared services model.

Key areas of accountability include shared services service delivery models, process design and standardization, operational metrics, technology enablement (e.g., case management systems, HRIS, automation), and risk management. The Assistant Director leads a team responsible for managing high service volumes, improving quality and efficiency, and sustaining operational excellence across a complex, regulated environment.

This role partners closely with HR Business Partners, Centers of Excellence, Payroll, Finance, IT, and TCC leadership to translate strategy into disciplined operational execution. The Assistant Director ensures HR Shared Services operations are audit‑ready, policy‑aligned, and continuously evolving to meet organizational needs.

• Provide operational leadership and oversight for the delivery of high‑volume transactional HR services, including job and appointment changes, compensation actions, leave administration, and offboarding.
• Ensure HR services are delivered accurately, timely, and consistently in accordance with Duke University Health System policies, federal and state employment laws, and Joint Commission standards.
• Act as the senior escalation point for complex, high‑risk, or sensitive employee and leadership issues, ensuring resolution aligns with policy, legal guidance, and organizational values.

• Lead, coach, and develop a team in a high‑volume, complex operational environment.
• Establish clear performance expectations and accountability aligned with service delivery, quality, efficiency, and experience outcomes.
• Drive workforce planning and capacity management through forecasting, workload analysis, role clarity, and staffing optimization to effectively manage variable service demand.

• Own the design, documentation, and optimization of Shared Services workflows to drive standardization, reduce variability, and enable scalability.
• Lead continuous improvement initiatives to reduce errors, rework, and cycle times while improving customer satisfaction and service consistency.
• Ensure development and maintenance of SOPs, job aids, knowledge articles, and training materials to support consistent execution and knowledge transfer.

• Partner with HR Technology and IT teams to optimize and continuously improve HR systems, including case management platforms, HRIS functionality, workflow tools, and automation solutions.
• Translate operational requirements into system enhancements that improve efficiency, data integrity, and user experience.
• Promote adoption of digital service delivery capabilities that improve transparency and self‑service while maintaining service quality.

• Build and sustain a metrics‑driven Shared Services operation using KPIs such as but not limited to case volume, turnaround time, quality,…