HR Shared Service Center- Manager

HR Shared Service Center
- Manager, People Experience

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- Manager, People Experience role at Aurora Health Care

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- Manager, People Experience role at Aurora Health Care

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This range is provided by Aurora Health Care. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$46.55/hr - $69.85/hr

• Designs and implements an integrated shared service center strategy. Ensures the execution of consistent and legally sound processes. Partners with other Human Resources functions to ensure alignment and integration of strategies.
• Oversees and coordinates the day-to-day services and operations of the service center, ensuring compliance with all Advocate Aurora Health Care policies, procedures, regulations and standards of practice.
• Ensures that the service center provides quality, consistent and efficient customer service and identifies service center best practices supporting quality initiatives. Establishes and maintains appropriate customer services procedures and standards. Interfaces with customers and resolves problems and conflicts as necessary.
• Continuously reviews and evaluates internal operating processes, facilities, systems and procedures for effectiveness, efficiency and responsiveness to customer requirements. Develops and implements changes and enhancements as appropriate, collaborating with HR Business Partners, Center of Expertise, HRIS, IT and vendors to ensure delivery of high levels of service and customer satisfaction.
• Monitors, measures and ensures adherence to established work processes, quality standards and customer service level agreements. Manages issues related to regulatory requirements or financial impacts resulting from processing or scheduling of work. Monitors, coaches and assesses customer service and/or transaction processing skills.
• Ensures a positive working relationship within the service center team and with customers by frequently communicating and soliciting feedback and measuring customer satisfaction.
• Proactively seeks opportunities to implement innovative and creative methods to help drive a more advanced, efficient and cost-effective shared service center process which aligns with organizational goals. Stays up to date on trends and developments, constantly researches and uses best practices of similar and successful organizations as benchmarks.
• Performs human resources responsibilities for staff which include interviewing and selection of new employees, promotions, staff development, performance evaluations, compensation changes, resolution of employee concerns, corrective actions, terminations, and overall employee morale.
• Develops and recommends operating and capital budgets and controls expenditures within approved budget objectives.
• Responsible for understanding and adhering to the organization's Code of Ethical Conduct and for ensuring that personal actions, and the actions of employees supervised, comply with the policies, regulations and laws applicable to the organization's business.

• None Required.

• Bachelor's Degree in Human Resources or related field or equivalent knowledge.

• Typically requires 5 years of experience in human resources that includes experiences in developing, implementing and executing successful operations strategies in a service or call center. Includes 2-3 years of supervisory experience in successfully leading and mentoring staff on human resources policies, procedures, processes, laws and regulations.

• Advanced knowledge of state and federal laws and regulations that influence HR.
• Knowledge of HR functions such as compensation, benefits, employee relations and organizational development. Ability to integrate knowledge into design and implementation of integrated service center strategy.
• Ability to operate large contact center using contemporary call…