HR Shared Services Manager: Lead Service Excellence & Ops

Unified Women's Healthcare; Town of Florida (NY); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Health coverage

Paid time off

401(k) retirement plan

Disability insurance

Wellbeing resources

Professional development

Job summary

Unified Women's Healthcare is seeking a Manager, HR Shared Services to oversee the People Services Support Center, ensure timely HR assistance, and drive KPI outcomes. You will triage, escalate, and resolve inquiries in alignment with policy while leading a team to deliver consistent, high-quality service.

The role requires strong people leadership, experience with HRIS and case management, and the ability to improve processes and self-service tools to enhance the employee experience.

Qualifications

• Bachelor’s degree in HR, Business Administration, or related field required; equivalent combination of education and directly related experience may be considered.
• 5+ years of progressive HR operations, shared services, or employee support center experience required, including experience managing HR inquiries, case workflows, escalations, and service delivery expectations.
• 2+ years of leadership experience preferred, including coaching, performance management, workload prioritization, and accountability for team results.
• Demonstrated experience monitoring and driving operational KPIs, including response times, resolution times, SLA attainment, case volume, backlog management, quality, and customer experience metrics.
• Working knowledge of HR policies, employee life cycle processes, HR compliance requirements, and shared services operating procedures.

Responsibilities

• Own daily People Services Support Center operations, ensuring timely, accurate, and consistent support for employee and manager inquiries.
• Drive service delivery KPIs, including case volume, response and resolution times, backlog management, quality, and SLA attainment.
• Manage HR case processes, ensuring requests are triaged, documented, escalated, and resolved in alignment with policies and service standards.
• Partner across People Services to clarify ownership, coordinate escalations, and resolve complex employee and manager issues.
• Lead continuous improvement by using service trends, root causes, and feedback to improve processes, automation, self-service tools, and knowledge resources.
• Maintain service standards by partnering on operating procedures, service catalogs, knowledge articles, and quality expectations.
• Lead and develop the HR Shared Services team through clear expectations, coaching, feedback, development, and accountability for service excellence.
• Other duties as assigned.

Skills

HR operations

Leadership

KPI tracking

Customer service

Education

Bachelor’s degree in HR or related field

Tools

HRIS

Case management

Knowledge base

Ticketing system

Job description

Unified Women's Healthcare is seeking a Manager, HR Shared Services to oversee the People Services Support Center, ensure timely HR assistance, and drive KPI outcomes. You will triage, escalate, and resolve inquiries in alignment with policy while leading a team to deliver consistent, high-quality service.

The role requires strong people leadership, experience with HRIS and case management, and the ability to improve processes and self-service tools to enhance the employee experience.