HR Operations & Services Manager

The best thing about this role

Are you looking to make a difference by improving the health of our patients? Here you will find an innovative culture that is patient-focused and dedicated to making a difference. We are committed to helping the population we serve, and our communities, achieve optimum health and enjoy the best quality of life possible.

The HR Operations & Services Manager leads the day-to-day operational functions of Human Resources, ensuring efficient, compliant, and service-focused delivery across Bassett Healthcare Network. This role is accountable for optimizing HR operations, advancing process improvement initiatives, strengthening regulatory and audit readiness, and enhancing the overall employee experience.

The Manager provides leadership for HR shared services and operational support to Centers of Excellence, while overseeing key HR projects and enterprise-wide process standardization efforts. Reporting to the Director of HR, this role partners closely with HR leadership and team members to drive operational excellence and consistent service delivery across the network. The position directly manages the HR Shared Services Team responsible for system-wide HR service delivery.

This is an on-site role based at Bassett Medical Center in Cooperstown, NY.

• Manage HR service delivery by providing a concierge customer service experience for all Bassett Healthcare Network employees and new hires.
• Ensure the HR Shared Services Team provides excellent customer service and resolves HR-related queries effectively.
• Oversee daily operations of the HR ticket management system to ensure timely, accurate and consistent resolution of employee inquiries.
• Monitor ticket volumes, response metrics and resolution trends; prepare reports and insights for HR Leadership.
• Lead the design, planning and execution of the annual employee and practitioner engagement survey.
• Monitor annual engagement survey response rates and analyze survey results to identify trends, strengths and opportunities for improvement at organizational and departmental levels.
• Oversee Network wide recognition platform including administration, recognition framework, award criteria and program guidelines.
• Track and analyze recognition participation metrics and trends.
• Manage the employee files process and audits network wide.
• Monitors the team performance to confirm completion of assigned steps within established SLAs.
• Acts as the primary point of contact for the Shared Services team member escalations and processes.
• Identifies and implements process improvements for HR service delivery.
• Ensure processes and documentation comply with the Network and Joint Commission requirements.
• Acts as the primary point of contact for HR requirements within Joint Commission standards.
• Maintain SOPs, process documentation and documentation regarding shared services processes to ensure consistency, compliance, and service excellence.
• Establishes and monitors performance improvement standards and key performance indicators.
• Manage, coach and develop employees of the HR Shared Services team.
• Regularly generate reports on the effectiveness of the HR Shared Services team and propose innovative solutions.
• Leads assigned projects and/or committees, as required to support HR network functions.
• Assist with the annual HR budget.
• Other duties may be assigned.

• 4 Year/Bachelor's Degree in Business or related field, required
• Experience may be accepted in lieu of education

• Minimum 5 years HR Progressive Leadership experience, required
• Minimum 1 year healthcare experience, preferred

• Attention to Detail
• Build Relationships
• Communication
• Customer Service
• Multi-Tasking
• Time Management

• Occasional grasping, reaching, standing, walking
• Constant typing/clerical/dexterity, hearing, repetitive motion, seeing/monitor/computer use, talking

• Occasional Travel - The job may require travel from time- to-time, but not on a regular basis

Bassett Healthcare Network’s commitment to our employees includes benefit programs carefully designed with the needs and values of all our employees in mind. Many of the benefits we offer are paid fully or in large part by Bassett. Our generous benefits offerings include:

• Paid time off, including company holidays, vacation, and sick time
• Medical, dental and vision insurance
• Life insurance and disability protection
• Retirement benefits including an employer match
• And more!

Specific benefit offerings may vary by location and/or position.

Salary is based on a variety of factors, including, but not limited to, qualifications, experience, education, licenses, specialty, training, and fair market evaluation based on industry standards. The above compensation range represents a good faith belief of the compensation range by Bassett Healthcare Network, and its entities and affiliates, at the time of this posting or advertisement.

Pay Range Minimum: USD $/Yr.

Pay Range Maximum: USD $/Yr.