Manager, HR Operations and Shared Services

Children's National Medical Center; Silver Spring (MD); Presencial; USD 114.000 - 189.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Comprehensive health coverage

Generous paid time off

401(k) plan and wellness benefits

Life/AD&D and disability coverage

Tuition assistance and commuter perks

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

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

Educación

Bachelor's degree in HR/Business/Healthcare Admin

Herramientas

Workday

ServiceNow

UKG

Descripción del empleo

Kids Are Our Everything.

Department

10043 HRIS

Pay Range

$113,672.00 - $189,467.20

The Manager, HR Operations & Shared Services, is responsible for leading the centralized delivery of core HR services across the organization, ensuring employees and leaders receive efficient, consistent, compliant, and high-quality experience.

This role oversees HR Shared Services operations, including service center support, HR transactions, data management, vendor coordination, compliance controls, and continuous process improvement. The manager establishes service expectations, monitors performance metrics, supports HR technology optimization, and partners with HRIS, IT, Payroll, Benefits, and business stakeholders to strengthen the employee experience and operational effectiveness.

Minimum Education

Bachelor's degree in human resources, Business Administration, Healthcare Administration, or a related field. (Preferred)

Minimum Work Experience

8 years of experience (Required)

5 years of progressive HR operations, HR shared services, HR service center, or related business operations experience (Required)

3 years of experience leading teams, projects and/or programs (Required)

Required Skills/Knowledge

• Prior people management experience required, including experience coaching, developing, and managing team performance.
• Experience leading or supporting HR service delivery, employee lifecycle transactions, HR compliance activities, vendor management, or operational process improvement.
• Experience with HR technology platforms and case management tools, such as Workday, ServiceNow, UKG, or similar systems, preferred.
• Strong leadership, coaching, and team management skills.
• Strong customer service orientation with the ability to build trust and maintain effective relationships across HR, business, and operational teams.
• Ability to manage multiple priorities, balance competing deadlines, and make sound decisions in a fast-paced environment.
• Strong analytical, problem-solving, and process improvement skills, with the ability to use data and metrics to evaluate service performance.
• Excellent written, verbal, collaboration, and presentation skills, with the ability to communicate effectively with all levels of the organization.
• Demonstrated ability to maintain confidentiality and protect sensitive employee, HR, and organizational data.
• Highly organized, detail-oriented, accountable, adaptable, and solution-focused.

Required Licenses and Certifications

None

Functional Accountabilities

• Manage day-to-day HR Shared Services operations, including case volume, workflow, service quality, data accuracy, and timely resolution of employee and manager inquiries.
• Supervise HR Team Leads and/or individual contributors, providing coaching, performance management, development planning, and guidance to support team effectiveness.
• Establish operational goals, service standards, service-level agreements, and key performance indicators to measure performance, efficiency, compliance, and customer satisfaction.
• Serve as an escalation point for complex employee, manager, or stakeholder issues, ensuring timely resolution and appropriate follow-through.
• Conduct regular process reviews and audits to identify risks, improve consistency, strengthen controls, and maintain audit readiness.
• Maintain accurate reporting and documentation for functional areas, including data required for internal reviews, leadership reporting, regulatory inquiries, or audits.
• Identify and implement best practices, standardization opportunities, automation, reporting enhancements, and process improvements to increase operational excellence.
• Partner with HR, HRIS, Payroll, Benefits, IT, and business leaders to align HR Shared Services processes with organizational needs and employee experience goals.
• Support HR technology optimization by partnering with HRIS and IT teams to maintain system integrity, data accuracy, security, and efficient service delivery.
• Manage vendor relationships, including monitoring billing, performance, service levels, key performance indicators, and budget alignment.
• Assign priority work, evaluate resource needs, monitor workload and quality trends, and make recommendations related to staffing, workload distribution, and resource allocation.
• Conduct interviews and make hiring decisions for team positions in partnership with HR leadership.
• Promote a collaborative, inclusive, customer-focused team culture that encourages accountability, continuous learning, and operational innovation.
• Perform additional duties as assigned.

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.

Please note that it is the policy of Children's National Hospital to ensure a "drug‑free" work environment: a workplace free from the illegal use, possession or distribution of controlled substances (as defined in the Controlled Substances Act), or the misuse of legal substances, by all staff (management, employees and contractors). Though recreational and medical marijuana are now legal in the District of Columbia, Children's National and its affiliates maintain the right, in accordance with our policy, to enforce a drug-free workplace, including prohibiting recreational or prescribed marijuana.