Director HR Shared Services

Director HR Shared Services – City of Boston

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The Director of HR Shared Services is responsible for the oversight of day‑to‑day work streams for both the Central Records Management (CRM) team and the Human Resources Service Center (HRSC) team. This role ensures consistency with HR practices and procedures across all HR transactions processed by both teams. The director provides guidance and assists with problem‑solving using best practices and support for their team.

A key responsibility is to facilitate meetings with relevant units and to ensure the dissemination of new information. The director is also primarily responsible for ensuring high levels of customer service and the timely and accurate sharing of information from the Human Resources Service Center and Human Resources Representatives, in partnership with the Manager of Central Human Resources Records. The Director of HR Shared Services is also expected to support other HR activities, such as new hire orientations, and collaborate with other HR units on special projects.

Furthermore, they will partner with DoIT and the HRIT team in regard to business activities and leverage technology to improve current processes and practices.

• Partner with business units in the Office of Human Resources (OHR), such as Talent Acquisition, Benefits, Compensation, and cross‑departmental teams (i.e., Payroll, Legal, Finance, IT, etc.) with respect to all HR business activities.
• Manage the HR Shared Services staff to support employee inquiries and complete HR transactional processing. Utilizes the HR tools and performance analytics to detect trends, elevate issues, measure customer service, and manage employee inquiries to closure and agreed to service levels.
• Champion an exceptional customer experience mindset, ensuring that callers feel supported, respected, and well‑informed throughout every interaction with HR Representatives so that callers always receive accurate, timely, and comprehensive HR information.
• Train, mentor, and develop supervisors and staff to build a culture of accountability for HR Representatives by setting clear performance expectations, monitoring service metrics, and driving continuous improvement in team productivity and service outcomes.
• Implement quality assurance processes to assess call handling, knowledge accuracy, and customer service, and coach staff to close gaps.
• Supervise and work closely with the Manager of Central Records in completing HR transactions. This will include full employee life cycle transactions, such as onboarding, promotions, transfers, adjustments in compensation, and offboarding (suspension, retirements, terminations).
• Collaborate with HR business unit leaders and DoIT to create and maintain applicable support documentation, including but not limited to Standard Operating Procedures (SOPs) and learning aids for both OHR staff and end users, such as personnel officers and managers.
• Collaborate with the Human Resources Information Technology (HRIT) team and Department of Innovation and Technology (DoIT) Team members to implement changes in business processes and testing efforts for HR system support and maintenance initiatives.
• Plan, implement, and maintain strategically all mass update processes within the Human Capital Management (HCM) system including: collective bargaining increases, salary plans, salary tables, union tables, etc.
• Manage and oversee bulk/mass updates such as: seasonal youth hiring lifecycle, poll workers lifecycle, Boston Police Department (BPD)/Boston Fire Department (BFD) cadets or recruits hiring, etc. Process changes to employees' records that are impacted by CBA updates.
• Oversee all HR transactions processed by the Shared Services Team to ensure consistency with HR practices and procedures, as well as maintaining compliance and operational integrity.
• Review current reports and data used by the HR Shared Services Team to monitor effectiveness and recommend updates/changes consistent with best practices across the industry.
• Ensures the effective resolution of all customer service tickets.
• Leverage…