Mgr HR Operations Employee Services Ctr-26546

Rush University Medical Center; Chicago (IL); On-site; USD 57,087 - 82,848; Full time

Benefits offered by this job

Comprehensive benefits package

Job summary

Rush University Medical Center is seeking a leadership role in the Employee Service Center (ESC) to oversee day-to-day operations of multiple teams. The successful candidate will ensure efficient HR transaction processing, compliance with laws, and enhance customer experience. Requirements include a Bachelor's degree, 5 years in HR services, and strong leadership skills. Key responsibilities include guiding teams, improving processes, and managing compliance audits. This full-time role offers competitive hourly pay in the Chicago area.

Qualifications

• 5+ years of experience in HR Employee Service Center or similar.
• 2+ years of experience managing people.
• Ability to design, carry out analysis, and model business processes.
• Experience with ensuring employee data accuracy and compliance.

Responsibilities

• Lead multiple ESC functional teams through supervisors.
• Utilize metrics and customer feedback for service delivery.
• Continuously improve processes and technologies.

Skills

Analytical skills

Organizational skills

Project management

Leadership

Communication

Microsoft Excel

Microsoft Word

HRIS systems

Education

Bachelor’s degree in Human Resources or related field

SHRM-SCP or SPHR certification

Tools

Workday HCM

ServiceNow HR Service Delivery

Genesys Cloud

Job description

Overview

Business Unit: Hospital – Rush University Medical Center

Location: Chicago, Illinois

Department: Employee Service Center

Work Type: Full Time

Shift: Shift 1 (8:30 AM – 5:00 PM, 8 hours per day)

Pay Range: $41.44 – $60.14 per hour

Rush offers a comprehensive benefits package; learn more at Rush benefits page.

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 supervisors and their respective teams. These teams support high-volume HR transactions across onboarding and core employee data changes throughout the employee lifecycle. The role delivers reliable, accurate, and efficient people process transaction processing services for current, former employees, and managers, and enables a best‑in‑class customer experience through optimization of ESC operational processes, effective leverage of call‑center technologies, and ensuring documented knowledge and content is accurate and complete. The holder exemplifies Rush’s mission, vision, and values and adheres to Rush policies and procedures.

Required Qualifications

• 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 supervisors or team leads.
• Systems thinker with strong analytical skills and ability to synthesize 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 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.
• 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 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).

Responsibilities

• Collaborate with the ESC Operations Leadership Team to continuously improve people, processes, technologies, and knowledge/content across onboarding and core HR transaction services.
• Provide leadership and oversight for multiple ESC functional teams through supervisors, including the Transaction Processing Team and Onboarding Team, managing acquisition and onboarding of talent, work schedules, team development, goal setting, and performance assessment.
• Utilize metrics, customer feedback, and quality control processes (root cause analyses, knowledge gap analyses, training needs analyses, critical incident reviews) to ensure delivery of reliable, accurate, and efficient HR service delivery within service-level agreements.
• Design new processes, map existing processes, and contribute toward solving complex cross‑functional process challenges.
• Lead efforts to continuously and cost‑effectively improve and expand ESC’s services while enhancing quality, efficiency, and overall service delivery effectiveness.
• Establish and maintain governance for knowledge management processes, ensuring documentation is regularly reviewed and kept current, accurate, and complete.
• Collaborate with Information Services to understand technology capabilities and leverage them to enhance efficiency, automation, and service delivery.
• Provide leadership oversight and subject‑matter support during internal and external employee data audits.
• Stay abreast of shared‑services best practices, benchmarks and metrics to advance a forward‑thinking service delivery model that encourages self‑service adoption.
• Maintain up‑to‑date knowledge of and ensure compliance with all Federal, State, and local employment laws, regulations and requirements.
• Ensure all ESC team members adhere to policies and procedures related to handling 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.