Manager HR Operations Employee Services Center

Rush University Medical Center; Chicago (IL); On-site; USD 56,000 - 83,000; Full time

Job summary

Rush University Medical Center is seeking a leader to oversee day-to-day operations of multiple teams within the Employee Service Center, delivering accurate and efficient HR transaction services for current and former employees and managers.

The role focuses on optimizing customer experience, leveraging call center technologies, and maintaining up-to-date knowledge content across processes and policies.

Qualifications

• Bachelor’s degree or 4 years of experience in HR, organizational development, onboarding, or labor relations.
• 5 years of experience in an HR Employee Service Center, shared services environment, or high-volume HR operations function.
• 2+ years of experience managing people, including experience leading through others (e.g., supervisors or team leads).
• Systems thinker with strong analytical skills and ability to synthesize data.
• Proven organizational, project management and leadership skills.
• Experience with HRIS systems and HR data governance and compliance.
• SHRM-SCP or SPHR credentials preferred.

Responsibilities

• Oversee day-to-day operations of multiple ESC teams led by supervisors.
• Provide leadership for Transaction Processing and Onboarding teams within the ESC.
• Utilize metrics and audits to ensure accurate, reliable HR services across transactions.
• Design and map processes to solve cross-functional ESC challenges.
• Lead continuous improvement of ESC services and governance for knowledge content.
• Collaborate with Information Services to leverage technology for efficiency.

Skills

Excel

Word

HRIS

Workday HCM

ServiceNow HR Service Delivery

Genesys Cloud

Education

Bachelor’s degree in HR or related field

Tools

Microsoft Excel

Microsoft Word

Workday HCM

ServiceNow HR Service Delivery

Genesys Cloud

HRIS systems

Job description

Job Description Location: Chicago, Illinois Business Unit: Rush University Medical Center Department: Employee Service Center Work Type: Full Time Shift: Shift 1 Work Schedule: 8 Hr (8:30 AM - 5:00PM) Rush offers exceptional rewards and benefits learn more at our Rush benefits page (https://www.rush.edu/rush-careers/employee-benefits).

Pay Range

$41.44 - $60.14 per hour Rush salaries are determined by many factors including, but not limited to, education, job-related experience and skills, as well as internal equity and industry specific market data. The pay range for each role reflects Rush’s anticipated wage or salary reasonably expected to be offered for the position. Offers may vary depending on the circumstances of each case. This role has a corresponding incentive plan based on multiple factors. incentive compensation and additional benefits can be found on our Rush benefits page (https://www.rush.edu/rush-careers/employee-benefits)

Summary

This position is responsible for overseeing the day-to-day operations of multiple teams within Rush’s Employee Service Center (ESC), providing leadership through one supervisors and their respective teams. These teams support high-volume HR transactions across onboarding and core employee data changes throughout the employee lifecycle. This position and the teams that it leads is responsible for delivering reliable, accurate, and efficient people process transaction processing services supporting current Rush employees, former employees, and managers. This position also enables a best-in-class customer experience across the ESC through optimization of ESC operational processes, effective leverage of call center technologies, and ensuring documented knowledge/content is accurate and complete. The holder of this position will exemplify the Rush mission, vision and values and acts in accordance with Rush policies and procedures.

• Bachelor’s degree or 4 years of experience in Human Resources, Organizational Development, Employee Onboarding or Labor Relations.
• 5 years of experience in an HR Employee Service Center, shared services environment, or high-volume HR operations function.
• 2+ years of experience managing people, including experience leading through others (e.g., supervisors or team leads) preferred.
• Systems thinker with strong analytical skills and ability to synthesize considerable and complex data.
• Proven organizational, project management and leadership skills
• Ability to design, carry out analysis, and model business processes
• Demonstrate initiative and willingness to take on new work.
• Experience with creating a culture of engagement, collaboration and teamwork.
• Experience creating and implementing new processes and procedures within the department.
• Independently able to analyze complex situations and make recommendations for solutions or alternatives.
• Ability to multi-task and manage competing priorities.
• Clear and concise written and oral communication skills and a professional demeanor.
• Proficient in Microsoft Excel and Word applications.
• Experience with HRIS systems and functionality.
• Experience ensuring employee data accuracy, integrity, and compliance, including participation in audits and adherence to data governance standards. Preferred Job Qualifications
• Lean or Green Belt Six Sigma certification.
• SHRM Senior Certified Professional (SHRM-SCP) or HRCI Senior Professional in HR (SPHR) credential.
• Working knowledge of employee data compliance, in addition to Federal, State, and local employment laws, regulations, and requirements.
• Experience with Workday Human Capital Management (HCM)
• Experience with call center technologies and case management platforms (e.g., ServiceNow HR Service Delivery, Genesys Cloud)

• Collaborates with the ESC Operations Leadership Team to continuously improve the ESC people, processes, technologies, and knowledge/content across onboarding and core HR transaction services.
• Provides leadership and oversight for multiple ESC functional teams through one supervisors, including the Transaction Processing Team and Onboarding Team within the ESC, including but not limited to acquiring and on-boarding talent, establishing work schedules, developing team members, establishing setting goals, and assessing performance.
• Utilizes metrics, customer feedback, and quality control processes (e.g. root cause analyses, knowledge gap analyses, training needs analyses, critical incident reviews, etc.) to ensure delivery of reliable, accurate and efficient HR service delivery across all transaction areas within established service level agreements.
• Designs new processes, maps out existing processes, and contributes toward solving complex, cross-functional process challenges that the ESC and broader HR organization may encounter.
• Leads efforts to continuously and cost effectively improve and expand ESC’s services while enhancing quality, efficiency, and overall service delivery effectiveness.
• Establishes and maintains governance for knowledge management processes, ensuring documentation is regularly reviewed to keep current, accurate, and complete across all service areas.
• Collaborates with Information Services to proactively understand the capabilities of and leverages technology to enhance efficiency, automation, and service delivery within the ESC.
• Provides leadership oversight and subject matter support during internal and external employee data audits.
• Stays abreast of current shared services best practices, benchmarks and metrics required for a forward thinking service delivery model that encourages self-service adoption across the enterprise.
• Maintains up-to-date knowledge of and ensures compliance with all Federal, State and local employment laws, regulations and requirements.
• Ensures all ESC team members adhere to all Organizational and Service Center policies and procedures related to the handling of personal and confidential information.
• Perform other duties as assigned. Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. Position Mgr HR Operations Employee Services Ctr Location US:IL:Chicago Req ID 26546