Lead HR Shared Services Spec

10100 Children's Hospital; United States; On-site; USD 73,000 - 122,000; Full time

Benefits offered by this job

Comprehensive health coverage

Generous paid time off

401(k) plan and retirement benefits

Life, AD&D, long-term disability

Job summary

Children’s National Hospital is seeking an HR Shared Services Lead to manage a high-performing team focused on delivering exceptional customer service and operational excellence. The role serves as the primary contact for HR transactional inquiries and HRIS support, driving process improvements and coaching staff to ensure timely, high-quality responses.

The position requires a Bachelor's degree and 6 years of related experience, with strong communication, leadership, and analytical skills.

Qualifications

• Bachelor's Degree (Required)
• 6 years related business experience (Required)
• HRIS Systems and HRSS call center experience
• Strong MS Office skills (Word, Excel, PowerPoint, Outlook)
• Strong communication, organizational and negotiation skills

Responsibilities

• Lead and guide a high-performing HR Shared Services team.
• Primary contact for HR transactional inquiries and HRIS system support.
• Drive process improvements and monitor transaction quality.
• Collaborate with HRIS to enhance system functionality and service delivery.
• Provide guidance to HRSS staff to ensure a positive customer experience.

Skills

HRIS experience

Leadership

Customer service

Communication

Problem solving

Education

Bachelor's degree

Tools

Cerner

HRIS software

Job description

1 Inventa Place Silver Spring, MD 20910

Kids Are Our Everything. Department 10043

HRIS Pay Range $73,195.20 - $121,971.20

Lead and support a high-performing HR Shared Services team dedicated to delivering exceptional customer service and operational excellence. As the primary point of contact for HR transactional inquiries and HR system support, this role serves as a subject matter expert, ensuring timely resolution of employee and manager requests. The HR Shared Services Lead drives process improvements, monitors transaction quality, provides team guidance and coaching, and partners with HRIS to enhance system functionality and service delivery. This position requires strong critical thinking, communication, leadership, and customer-focused problem-solving skills. The HR Shared Service Lead will coordinate and manage the HRSS team. Lead role is the primary point of contact for customers seeking assistance with PeopleSoft HR module related transactional issues. Utilizes knowledge of the standards of operations and of the tools necessary to monitor HR transaction quality and reports results. Serves as the Subject Matter Expert for HR transaction inquiries. May recommend system functionality enhancements or team productivity improvements. Provides guidance to other HRIS and HRSS staff to ensure that a consistent and positive customer experience is being projected and that inquiries are being resolved as quickly and efficiently as possible. This position will require a high degree of critical thinking combined with exceptional oral and written skills and a high focus on providing a world-class customer experience to employees.

Minimum Education

• Bachelor's Degree (Required)
• Or Equivalent

Minimum Work Experience

• 6 years related business experience (Required)
• HRIS Systems and HRSS call center experience
• Strong working knowledge of MS Office - including Word, Excel, PowerPoint and Outlook

Required Skills/Knowledge

• Strong attention to details and dedication to identify areas of strength and opportunity
• Strong communication skills, organizational and negotiation skills
• Ability to identify changes needed to better the process and support the HRIS and HRSS Team
• Utilizes judgment, diplomacy, and collaboration skills to interact positively and communicate appropriately with team members, management, stakeholders and customers
• Ability to independently research and respond to technical questions and issues
• Ability to combine technical knowledge with an understanding of expectations to offer creative solutions to complex problems in a practical, timely and efficient manner
• Strong consulting skills and demonstrated ability to work in a team environment, as a team leader and member

Functional Accountabilities Technical

Maintains a broad base of technical skills to diagnose and resolve HR Shared Services transactional issues while displaying excellent interpersonal skills. Reviews requests to ensure all required information is available to enter into the HR System of Record (SOR) in accordance with established policies and business processes of Children’s National Hospital and its affiliates. Monitors HR Shared Services inbox queue to ensure service level agreements are maintained. Conducts and reports audit results by measuring HRIS’s accuracy. Collaborates with Payroll and HR Shared Services to resolve data integrity issues where necessary. Works with Cerner to resolves situations identified by the HR Shared Services Call Center personnel. Member of a cross functional Performance Management HR Coordinator team that researches, resolves, assists employees and managers with the Performance Management Process Cycles to include reporting metrics.

Data Management and Reporting

Run reports and respond to data requests and create reports as needed; provide data analysis. Research data entry issues and respond appropriately to resolve. Ensure integrity and security of employee data.

Process Improvement

Generates and validates canned and ad-hoc reports to help improve operational outcomes. Creates dashboards to organize, analyze and interpret data from the call center database that provide pertinent information to and answers questions from management. Assists HRIS Leadership with establishing and improving defined business processes to meet production and performance goals. Collaborates with HR seniors to research, collect and process information for projects. Creates suggestions for additional or changes to existing knowledge and process documents.

Lead and Guide Coach and Mentor a High Performing Team

Lead and guide coach and mentor a high performing team to enable them to do their best work and support their development. Trains and mentors less experienced staff on processes and procedures. Provides guidance and serves as a resource and mentor to other HRSS team members. Creates a positive work environment that encourages others' ideas and opinions.

Benefits That Support You

• Comprehensive health coverage, including medical, prescription, infertility, and transgender health services.
• Generous paid time off, including vacation accrual from day one, sick leave, holidays, and a personal day.
• Financial wellness support, including a 401(k) plan and healthcare and dependent care spending accounts.
• Employer-paid life, AD&D, and long-term disability coverage, with optional supplemental plans.
• Additional perks, including tuition assistance, fitness resources, employee assistance, commuter benefits, and more.

Why Join Us

Nationally Recognized Excellence – Consistently ranked among the Top 10 Children’s Hospitals in the nation by U.S. News & World Report.

Leading Pediatric Care – One of the largest and most comprehensive children’s hospitals in the country, offering nationally ranked specialties and cutting-edge treatments.

Innovation & Research – A premier academic medical center with a strong commitment to pediatric research, education, and advancing the future of child health.

Mission-Driven Culture – Dedicated to providing family-centered care while fostering a collaborative, supportive environment for clinical teams.

The disclosed salary range includes the minimum and maximum rates within which Children’s National believes an individual’s base pay rate will fall for this position. It is not typical for an individual to be hired at or near the maximum of the pay range. The exact pay rate for this position will be based on a variety of factors in alignment with the Children’s National compensation philosophy. These factors are legitimate and non-discriminatory including, but not limited to, the current market conditions; organizational needs; the individual’s combination of prior work experience, level of education, knowledge, skills, and other qualifications. Children’s National is committed to providing a fair and competitive total rewards package to each of our employees. This base salary range does not include our comprehensive benefits package or any additional compensation for which this position may be eligible.

Childrens National Hospital is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender, identity, or other characteristics protected by law.

The “Know Your Rights” poster is available here: and the pay transparency policy is available here: Know Your RightsPay Transparency Nondiscrimination Poster.