Supervisor, HR Service Delivery

Peace Health is seeking a HR Service Delivery Supervisor!

This role is responsible for supervising the HR Service Center team, overseeing daily operations, escalations and caregiver experience with a focus on service, efficiency and accuracy. Leads, mentors and motivates the team to deliver excellence in customer service, communication, critical thinking, and problem solving. Monitors overall service delivery, quality and performance indicators, leveraging data and analysis to drive continuous improvement and optimize resource stewardship.

Ensures operational performance, quality, positive service environment and compliance with regulatory requirements.

• Leads and oversees daily operations of the HR Service Center including Tier 1 HR service center case management and centralized HR transaction processing/support, ensuring timely, accurate, and high-quality service delivery with established SLAs.
• Supports the development and/or enhancement of Service Level Agreements (SLAs), performance metrics, and quality controls for the HR Service Center to drive improvement and service recovery.
• Coordinates and proactively partners with operational customers and HR teams to meet workforce needs and challenges; optimizes alignment of services provided and develops recommendations and action plans for improvement.
• Develops and/or leads training to equip caregivers with current, relevant information, enabling self-service and effective HR support. Serves as subject matter expert for HR Service Center processes and support. Evaluate team competency and implement performance improvement plans while providing meaningful, constructive feedback.
• Collaborates with leadership to develop and enhance policies, procedures, and service delivery practices. Supports the creation and communication of knowledge base content, job aids, and FAQs for both caregivers and HR Service Center staff.
• Analyzes HR service center performance trends and case resolution data to identify areas for improvement and implement solutions that improve first call resolution and overall service effectiveness.
• Performs other duties as assigned.

• Bachelor's Degree or a combination of education and professional experience that provides the incumbent with the requisite knowledge, skills and ability to successfully perform the job.
• Minimum of 3 years Human resources experience, which includes previous experience as an HR Consultant or HR partner.
• Minimum of 2 years progressively responsible leadership or lead experience preferred.

• Strong working knowledge of HR programs, policies, and administrative processes.
• Demonstrated leadership abilities to motivate and direct team members; strong interpersonal, collaboration, and conflict resolution skills.
• Strong customer service skills.
• Strong verbal and written communication skills.
• Ability to exercise solid judgment in analyzing, appraising, evaluating, and solving problems of a difficult procedural, organizational, administrative, or technical nature.
• Ability to effectively prioritize and execute tasks in a fast-paced environment.
• Team-oriented and skilled in working within a collaborative environment.

• Consistently operates computer and other office equipment.
• Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Sedentary work.
• Predominantly operates in an office environment.
• Ability to communicate and exchange accurate information.
• The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

The salary range for this job…