Director HR Customer Experience

WHY UT SOUTHWESTERN?

With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the No. 1 hospital in Dallas-Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals.

Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you'll discover a culture of teamwork, professionalism, and a rewarding career!

The Director of HR Employee Experience manages multiple employee facing HR operational functions including but not limited to:
New Employee Onboarding, HR Tier 1 Support, Leave Administration and HR Services Center (HRSC) operations.. This role manages front facing services that will enhance employee service delivery while also focusing on mid- and long-term strategies for improvement. This role is a key member of the HR Services Leadership team, collaborating closely with all HR functions, HR Leadership, and campus leaders to shape the direction of the Employee Experience functions, enhancing the onboarding and transfer experience, Leave Administration processes, HR Tier 1 Support, and HR Services Center operations.

UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100% coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer

Required

• Education:
  
  Bachelor's Degree is required. A degree in HR, Business Administration or related is preferred.
• Experience:
  
  6 years of progressively responsible Human Resources and front-facing HR operations experience such as the HR Service Center, Leave Administration, and onboarding. 6 years minimum in a leadership and supervisory role leading different areas of HR. Extensive knowledge of overall Human Resources functions to lead multiple front-facing processes.

Preferred

• Experience:
  
  Experience working with current HCM systems, HR case management tools, applicant tracking systems and other related applications and technology preferred.

• New Employee Onboarding
  • Provides vision, leadership, planning, project coordination and management for the development of a cost-effective department while concurrently facilitating efficient operations to meet current and future business needs within the organization.
  • Drives onboarding efforts from time of offer acceptance, through the pre-onboarding process to new employee orientation.
  • Oversees a team that are subject matter experts on general HR and organizational information to effectively answer questions and help new hires navigate UTSW.
  • Ensures the timely completion of all pre-employment activities including the background check process to include Occupational Health, MVR, badging, license/certification verification and I-9 completion.
• HR Tier I Support
  • Provides leadership to HR Tier I Support team to ensure delivery of high-level customer service and ability to answer all Tier 1 level inquiries in all areas of Human Resources including Employee Relations, Payroll, Compensation, Benefits, Talent Acquisition, Leave Administration, and all HR related programs, policies, and procedures.
  • Monitors performance metrics within phone support platforms and the HR case management system to ensure service level agreements (SLAs) are consistently met and maintained on a daily basis.
  • Proactively reviews and analyzes key performance metrics to ensure daily compliance with established service level agreements (SLAs) and support operational excellence. Ensures daily quality assurance audits are conducted to verify the accuracy of information provided, ensure compliance with identity verification protocols, and maintain a high standard of customer service for all employees.
• Leave Administration
  • Responsible for the strategic oversight and operational…