Manager, HR Shared Services

Ardent Health Services; Brentwood (TN); On-site; USD 90,000 - 120,000; Full time

Job summary

Ardent Health Services seeks a Manager, HR Shared Services (OneSource) to lead a team delivering centralized HR support across the enterprise. Focus areas include preboarding, case management, phone queue management, and end-to-end employee life cycle support.

You will drive quality, SLAs, and enterprise standardization while advancing process improvements. The role emphasizes coaching, onboarding, training, and collaboration with HR leadership to sustain standardized processes and exceptional

Qualifications

• Bachelor’s degree in human resources, business, or a related field.
• 5+ years of progressive HR experience with exposure to HR Shared Services or centralized delivery.
• Proven people leadership or team management experience.
• Strong knowledge of HR life cycle processes and service delivery models.
• Proficiency with HRIS platforms, case management tools, and Microsoft Office.

Responsibilities

• Supervises and coaches HR Representatives to ensure service excellence.
• Fosters accountability, continuous learning, and customer-focused service delivery.
• Supports onboarding, training, and cross-training across HR life cycle events.
• Manages case volume, intake, prioritization, and resolution to meet SLAs.
• Monitors phone queues and response times to ensure coverage and standards.
• Establishes and manages quality standards for HR Shared Services.
• Ensures consistent application of HR policies across the enterprise.
• Partners with HR leadership to implement standardized processes and best practices.
• Tracks service-level performance, case metrics, quality indicators, and feedback for improvements.
• Supports continuous improvement of HR systems, workflows, and knowledge management.
• Maintains HR knowledge resources and documentation.
• Partners with Centers of Excellence and HR Business Partners for alignment.
• Collaborates on HR system enhancements, implementations, and testing.

Skills

People management

HR Shared Services

HR lifecycle

HRIS

Education

Bachelor’s degree in HR/Business

Tools

HRIS platforms

Case management tools

Microsoft Office

Job description

Overview

Ardent Health is a leading provider of healthcare in growing mid-sized urban communities across the U.S. With a focus on people and investments in innovative services and technologies, Ardent is passionate about making healthcare better and easier to access. Through its subsidiaries, Ardent delivers care through a system of 30 acute care hospitals, 24,000+ team members and more than 280 sites of care with over 1,800 affiliated providers across six states.

POSITION SUMMARY:

The Manager, HR Shared Services (OneSource) is responsible for leading and managing a team of HR Representatives who deliver centralized HR support across the enterprise. This role ensures high‑quality, consistency, and timely HR service delivery, with a primary focus on preboarding new hires and transfers, case management, phone queue management, and end‑to‑end employee life cycle support. The Manager is accountable for managing quality standards, service‑level expectations, and enterprise standardization, while driving continuous improvement across processes, tools, and employee experience.

Responsibilities

1. Supervises and coaches HR Representatives within the OneSource HR Shared Services team by providing day-to-day leadership, workload prioritization, and performance management to ensure service excellence.
2. Fosters a culture of accountability, continuous learning, and customer‑focused service delivery.
3. Supports onboarding, training, cross‑training, and development of team members across all HR life cycle events.
4. Manages case volume, intake, prioritization, and resolution to meet defined service‑level agreements (SLAs).
5. Monitors and manages phone queues and response times, ensuring appropriate coverage and adherence to service standards.
6. Establishes and manages quality standards for HR Shared Services, including review of cases, documentation, and employee interactions.
7. Ensures consistent application of HR policies, procedures, and practices across the enterprise.
8. Partners with HR leadership to implement and sustain standardized processes and enterprise best practices.
9. Tracks and analyzes service‑level performance, case metrics, quality indicators, and customer feedback to drive operational improvements, staffing recommendations, and process enhancements.
10. Supports continuous improvement initiatives related to HR systems, workflows, and knowledge management.
11. Maintains and continuously improves HR knowledge resources and documentation.
12. Partners with HR Centers of Excellence, HR Business Partners, and other stakeholders to ensure alignment and seamless service delivery.
13. Collaborates on HR system enhancements, implementations, and testing as needed.

Qualifications

Required Qualifications

• Bachelor’s degree in human resources, Business Administration, or a related field.
• 5+ years of progressive HR experience, with exposure to HR Shared Services, HR Operations, or centralized service delivery.
• Demonstrated people management or team leadership experience.
• Strong knowledge of HR life cycle processes and HR service delivery models.
• Proven ability to manage service levels, quality standards, and operational metrics.
• Proficiency with HRIS platforms, case management tools, and Microsoft Office.

Preferred Qualifications

• Experience in a shared services or call‑center‑style HR environment.
• Experience leading teams through process standardization or transformation.
• Familiarity with HR case management