HR Operations & Shared Services Leader

Children's National Medical Center; Silver Spring (MD); On-site; USD 114,000 - 189,000; Full time

Benefits offered by this job

Comprehensive health coverage

Generous paid time off

401(k) plan and wellness benefits

Life/AD&D and disability coverage

Tuition assistance and commuter perks

Job summary

Children's National Medical Center is seeking a Manager of HR Operations & Shared Services to lead centralized HR services, ensuring efficient, compliant, and high-quality employee experiences across the organization.

This role oversees service center operations, data management, vendor coordination, and continuous process improvement, partnering with HRIS, IT, Payroll, Benefits, and business stakeholders to strengthen operations and the employee experience.

Qualifications

• Bachelor's degree or higher in HR, Business Administration, Healthcare Administration or related field.
• 8+ years of HR experience.
• 5+ years in HR operations/shared services/service center or related field.
• 3+ years in people management, projects, or programs.

Responsibilities

• Manage day-to-day HR Shared Services operations including case volume, workflow, service quality, data accuracy, and timely resolution of inquiries.
• Supervise HR Team Leads and contributors; provide coaching, performance management, and development planning.
• Set operational goals, SLAs, KPIs to measure performance, efficiency, compliance, and customer satisfaction.
• Serve as escalation point for complex issues with timely resolution and follow-through.
• Conduct process reviews/audits to identify risks and strengthen controls.
• Maintain reporting/documentation for internal reviews, leadership, regulatory inquiries, or audits.
• Identify and implement best practices, automation, and process improvements for operational excellence.
• Partner with HR, HRIS, Payroll, Benefits, IT, and business leaders to align processes with organizational goals.
• Support HR technology optimization and system integrity with HRIS/IT teams.
• Manage vendor relationships including billing, performance, SLAs, KPIs, and budgeting.
• Allocate resources, monitor workload, and advise on staffing and distribution.
• Conduct interviews and hiring decisions for team roles in partnership with HR leadership.
• Promote collaborative, inclusive, and customer-focused culture; drive learning and innovation.
• Perform additional duties as assigned.

Skills

People management

HR service delivery

HR governance/compliance

Leadership & coaching

Customer service orientation

Data-driven decision making

Communication & presentation

Confidentiality & data security

Multi-priority management

Education

Bachelor's degree in HR/Business/Healthcare Admin

Tools

Workday

ServiceNow

UKG

Job description

Children's National Medical Center is seeking a Manager of HR Operations & Shared Services to lead centralized HR services, ensuring efficient, compliant, and high-quality employee experiences across the organization.

This role oversees service center operations, data management, vendor coordination, and continuous process improvement, partnering with HRIS, IT, Payroll, Benefits, and business stakeholders to strengthen operations and the employee experience.