Description:
Operations Leadership:
- Leverages COE and Service Center partnerships to address employee issues. Drives strategic initiatives and objectives as a proactive and valued member of the HR leadership team, adjusting strategy to respond to changing needs.
- Plans, coordinates, and directs HR Service Center operations for OHSU; provides direction in alignment with OHSU’s mission, visions, and values and ensures compliance with OHSU policies, procedures, regulations and standards of practice
- Continuously reviews and evaluates internal operating processes, facilities, systems and procedures for effectiveness, efficiency and responsiveness to customer requirements. Develops and implements solutions and enhancements as appropriate, collaborating with all areas of Human Resources to ensure delivery of high levels of service and employee satisfaction.
- Develops, measures, and reports on key performance indicators; leverages company resources to lower transaction costs, reduce cycle time, improve performance, identify trends, and improve responsiveness to customer needs.
Customer Service
- Ensures the service center provides quality, consistent and efficient customer service and identifies service center best practices. Establishes and maintains appropriate customer service procedures and standards. Interfaces with customers and resolves problems and conflicts as necessary.
- Ensures a positive working relationship within the service center team and with customers by frequently communicating and soliciting feedback and measuring customer satisfaction.
Team Leadership
- Monitors, measures and ensures adherence to established work processes, quality standards and customer service level agreements.
Required Qualifications:
Education:
- Bachelors in Human Resources, business, or other related field, or equivalent combination of education and work experience
Experience:
- Six (6) years of progressively responsible human resources or customer service experience. Two (2) years of management experience.
Job Related Knowledge and Skills:
- Knowledge of HR principles and practices
- Ability to handle superior level of confidentiality concerning employee information.
- Ability to manage projects from concept to implementation. Can take a set of requirements to define and scope a project, develop a plan, implement the plan and then bring closure to the project through a review.
- Must be able to perform the essential functions of the position with or without accommodation.
Preferred Qualifications:
Experience:
- Experience working in a health care organization.
- Five (5) years in a leadership role
- Familiarity with HR Systems and Applications