Services Partner

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Mass General Brigham Incorporated

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

The Employee Services Partner serves as an important point of contact for all employees and leaders, providing guidance, personalized support, clear and timely answers, and coordination across HR programs, policies, processes, and services. This role is a very visible and critical representative for HR and plays an integral role in advancing the internal brand of human resources.

Working within established HR practices and service models, this role helps employees and leaders navigate HR resources, resolve routine to moderately complex matters in an accurate and timely manner, and connects with specialized HR teams when additional expertise is required. Demonstrating strong personal accountability, the HR Employee Services Partner applies professional HR knowledge, customer service skills, and sound judgment to understand needs, explain available options, and support timely, consistent outcomes.

Success in this role means employees and leaders feel heard, supported, informed, and confident in HR, and that they receive accurate and timely resolution to their issues.

Build Trusted HR Relationships

• Serve as a primary and consistent point of contact for employees and leaders through the Director level for routine to moderately complex HR needs.
• Build effective working relationships by listening to needs, understanding relevant context, and providing responsive follow-through.
• Deliver a professional and personalized HR experience grounded in empathy, credibility, consistency, and service.
• Adapt communication based on the audience, situation, and complexity of the request.
• Build knowledge of the supported workforce, operating environment, and recurring HR needs.
• Demonstrate strong personal accountability with a focus on delighting leaders and employees with every interaction.

Provide HR Guidance and Problem Solving

• Provide practical guidance on HR programs, policies, processes, and available resources using established tools and guidance.
• Provide coaching to M3 leaders and below on routine Employee Relations and Performance Management issues such as: time/attendance, general conduct, workplace culture and job performance. Will also be the initial contact for compensation and benefits-related questions, in addition to general questions about HR systems, talent acquisition/staffing, and workforce enrichment topics.
• Clarify the employee or leader need, gather relevant information, and determine the appropriate next step.
• Accurately diagnose and resolve routine to moderately complex matters within the role's knowledge and authority.
• Recognize matters involving increased complexity, sensitivity, urgency, or risk and elevate them to the appropriate HR expert.
• Help employees and leaders understand available options, expected next steps, and relevant timelines.
• Guide employees and leaders to self-service tools, knowledge resources, and digital solutions when appropriate.

Own the HR Experience from Need to Resolution

• Take accountability for the employee or leader experience from initial request through appropriate resolution, maintaining clear communication and follow through.
• Resolve matters directly when they fall within the role's expertise and authority.
• Create…