Manager, HR Operations and Shared Services

10100 Children's Hospital; United States; On-site; USD 114,000 - 189,000; Full time

Benefits offered by this job

Comprehensive health coverage

Generous PTO and personal days

401(k) plan and financial wellness

Life, AD&D and disability coverage

Tuition assistance, fitness resources,

Commuter benefits

Job summary

Children’s National seeks a Manager, HR Operations & Shared Services to lead centralized HR services across the organization, ensuring efficient, compliant experiences for employees and leaders. This role oversees service center support, transactions, data management, vendor coordination, and continuous process improvements.

Responsibilities include coaching teams, defining service standards and KPIs, partnering with HRIS/Payroll/IT, and driving automation while maintaining data security and

Qualifications

• 8 years of experience in HR operations, shared services, or related business operations.
• 5 years in progressive HR operations/HR service center roles.
• 3 years leading teams, 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 individuals, providing coaching, performance management, and development planning.
• Establish service standards, SLAs, and KPIs to measure performance, efficiency, compliance, and customer satisfaction.
• Serve as escalation point for complex issues, ensuring timely resolution and follow-through.
• Conduct process reviews and audits to identify risks and strengthen controls.
• Maintain reporting/documentation for internal reviews, leadership reporting, regulatory inquiries, or audits.
• Identify and implement best practices, automation, and reporting enhancements to increase operational excellence.
• Partner with HR, HRIS, Payroll, Benefits, IT to align processes with organizational needs and employee experience goals.
• Support HR technology optimization and vendor relationships, including monitoring billing and performance.
• Assign priority work, assess staffing needs, and allocate resources.

Skills

People management

HR service delivery

HR technology

Process improvement

Data analytics

Vendor management

Education

Bachelor's degree in HR or related field

HR Administration

Tools

Workday

ServiceNow

UKG

Job description

Location & Salary

1 Inventa Place Silver Spring, MD 20910 Kids Are Our Everything. Department 10043 HRIS Pay Range $113,672.00 - $189,467.20

Role Overview

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

• 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.

Salary Information

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.

Equal Opportunity

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.