Supervisor, HR Service Center

Dana-Farber Cancer Institute

  • Boston, MA
  • Permanent
  • Full-time
  • 1 month ago
ResponsibilitiesOperations:
  • Manage and continuously improve HRSC operations.
  • Help in design and operationalizing processes for intake, triage, escalation, resolution, tracking, measurement, and quality control of service requests to Human Resources.
  • Help in designing and implementing policies and procedures that enable service center representatives to work effectively, efficiently, and sustainably.
  • Ensure adoption and strong proficiency in the use of service center tools and technology.
Customer Service:
  • Cultivate a positive working relationship between Human Resources and the individuals and groups it serves by frequently communicating, soliciting feedback, and listening, and measuring “customer” satisfaction.
  • Manage and close most routine HR service requests at tier 1; escalate complex or sensitive service requests to tier 2, working in partnership with the appropriate service provider, COE, or HR generalist to resolve.
Service Excellence:
  • Serve as subject matter expert and thought leader within Human Resources on techniques, technology and practices that enhance service management, service mindset, and customer service.
  • Increase the ability and capacity of the HRSC and HR more broadly to anticipate and respond to user and employee needs quickly.
  • Establish performance and service standards for customer service, responsiveness, and completed resolution.
  • Define, capture, analyze, and report on key performance metrics.
HR Process Improvement:
  • Identify unmet needs or expectations, process gaps and disconnects, or other sources of difficulty for employees or HR users in understanding or performing routine HR tasks easily and successfully.
  • Elevate employee and HR user problems at the root-cause level. Collaborate with HRIS, HR consulting, and COEs to improve the employee experience and drive end-to-end HR process improvement.
Leadership:
  • Support a talented, dedicated team of people who contribute to Dana-Farber’s mission by fielding a broad range and high volume of daily HR inquiries and service requests.
  • Create a healthy, engaging work environment and opportunities for learning and growth for the HR Service Center staff. Challenge unrealistic or unachievable demands.
  • Empower and inspire the team to provide the best service and employment experience possible to the Dana-Farber community.
Technology:
  • Effectively leverage automation, data, and process simplification to reduce the labor intensity of HRSC work, reduce cycle time, avoid errors and problems, and improve performance.
Supervisory Responsibility:
  • Direct supervisor responsibility for employees within HRSC including help with hiring, scheduling, cross-training, performance management, talent assessment, learning, and development.
  • Grow HR subject matter expertise and business acumen within the team.
  • Display an understanding of the needs and perspectives of others; understand the value and importance of a diverse team
QualificationsRequired/Minimum
  • High School Diploma or GED required.
  • 3 - 5 years relevant, successful work experience in HR operations, HR shared services, or an HR service center in a large, complex organization with a workforce of 10,000+
  • Strong working knowledge of HR ERPs (such as PeopleSoft or Workday) and HR Integrated Service Management tools (such as ServiceNow or Zendesk)
  • Broad fluency and significant subject matter expertise in human resources
Preferred
  • Experience working in high-volume HR (shared) services preferably in a health care, research, education, or non-profit setting.
  • Experience within a service center
  • Ability to think broadly and strategically about how to provide an excellent employee and HR user experience, and in detail about the people, processes, and systems needed to consistently achieve these outcomes.
  • Excellent analytical and critical thinking skills leading to effective problem prevention and resolution, with consistent attention to root causes.
  • Exceptionally effective communicator. Ability to build, develop, and motivate a talented team. Strong emotional intelligence and interpersonal skills. Able to establish a psychologically safe work environment.
  • Technology-forward, data-fluent way of working
  • Strong planning and project management skills; ability to manage multiple workstreams simultaneously with strong results/goal orientation
At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong. As relentless as we are in our mission to reduce the burden of cancer for all, we are equally committed to diversifying our faculty and staff. Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other characteristics protected by law.

Dana-Farber Cancer Institute