HR Service Center Director

Department Overview

***Available for Hybrid Work***

 

The HR Service Center is the central point for supporting OHSU employees in questions regarding their experience at OHSU. The team handles level 1 and level 2 support questions and diverts more complex level 3 questions to HR Centers of Excellence. The team's goal is to provide high-level, consistent support to employees in a quick fashion.

 

As the HR Service Center Director you are responsible for providing operational and technical leadership, strategic development, and support to the HR service center team which is accountable for ensuring all employee HR inquiries are accurately addressed in a professional, timely manner. This includes establishing, meeting and continuously monitoring department goals and objectives while maintaining alignment with the strategic goals and objectives. You will be responsible for driving business results through a focus on compliance, quality and employee/customer satisfaction, and ensures that changing Human Resources service needs are addressed in the most responsive and efficient manner possible with a focus on providing exceptional customer service to the organization.

Function/Duties of Position

Operations Leadership:

• Leverages COE and Service Center partnerships to address employee issues. Drives strategic initiatives and objectives as a proactive and valued member of the HR leadership team, adjusting strategy to respond to changing needs.
• Plans, coordinates, and directs HR Service Center operations for OHSU; provides direction in alignment with OHSU’s mission, visions, and values and ensures compliance with OHSU policies, procedures, regulations and standards of practice 
• Continuously reviews and evaluates internal operating processes, facilities, systems and procedures for effectiveness, efficiency and responsiveness to customer requirements. Develops and implements solutions and enhancements as appropriate, collaborating with all areas of Human Resources to ensure delivery of high levels of service and employee satisfaction.
• Develops, measures, and reports on key performance indicators; leverages company resources to lower transaction costs, reduce cycle time, improve performance, identify trends, and improve responsiveness to customer needs.

Customer Service

• Ensures the service center provides quality, consistent and efficient customer service and identifies service center best practices. Establishes and maintains appropriate customer service procedures and standards. Interfaces with customers and resolves problems and conflicts as necessary.
• Ensures a positive working relationship within the service center team and with customers by frequently communicating and soliciting feedback and measuring customer satisfaction.

Team Leadership

• Monitors, measures and ensures adherence to established work processes, quality standards and customer service level agreements.

Required Qualifications

Education:

• Bachelors in Human Resources, business, or other related field, or equivalent combination of education and work experience

Experience:

• Six (6) years of progressively responsible human resources or customer service experience. Two (2) years of management experience.

Job Related Knowledge and Skills:

• Knowledge of HR principles and practices
• Ability to handle superior level of confidentiality concerning employee information.
• Ability to manage projects from concept to implementation. Can take a set of requirements to define and scope a project, develop a plan, implement the plan and then bring closure to the project through a review.
• Must be able to perform the essential functions of the position with or without accommodation.

Preferred Qualifications

Experience:

• Experience working in a health care organization.
• Five (5) years in a leadership role
• Familiarity with HR Systems and Applications

Additional Details

Will require part time in office work

 

Pay Range: $114,233.60 - $194,188.80 (Commensurate with qualifications, experience and internal equity)

All are welcome

Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu.

Salary : $114,234 - $194,189