Boston Medical Center Hiring for Senior Human Resources Service Center Lead, Full Time at Boston, MA  Full Time

POSITION SUMMARY:

The Sr. HR Service Center Lead is responsible for providing and ensuring support to employees and assisting with efficient and effective delivery of department inquiries. This includes supervising a small team. The position will also determine the escalation path after triaging the request and/or issue. The role is accountable for ensuring all transactions are completed accurately. The incumbent will provide a variety of project and analytical services to support the Human Resources function including scheduled and ad hoc reporting.

Position: Senior Human Resources Service Center Lead

Department: Human Resources

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

In the undertaking of this position, the appointed Sr. HR Service Center Lead will procure the following duties and responsibilities:

• Support the implementation of the standardized policies and practices associated with HR Support Center to create departmental efficiencies and excellent customer service.
• Handle inquiries from first contact, though, escalation and resolve queries in a professional and efficient manner, through all available channels.
• Represent as primary contact to current and former employees on payroll, benefits, and other Human Resources transactions.
• Create an atmosphere that imparts exemplary customer service by developing and leading a customer-focused effort and continuously improving processes and procedures to meet changing technical and customer requirements in a pro-active manner.
• Conduct call monitoring and data integrity reviews, assuring production and quality expectations are being met.
• As appropriate, establish, monitor and validate all data entry related to Workday and Kronos and/or any other management systems assuring correctness.
• Additionally, identify trends, knowledge-based needs and the provision of management insight.
• Constantly seek and identify opportunities for improvement strategies with the goal of recognizing efficiencies and continuing streamline processes.
• Ensure all new or modified processes are reviewed, implemented and added to the Support Center knowledge base.
• Provide training to Service Center staff, create training curriculum and assist with staff training needs and documentation.
• Develop and lead team projects that enhance the quality or efficiency of the Service Center.
• Works on special projects comprised of sensitive and/or confidential information about group specific and organizational issues, pertaining to operations, personnel, and budget

OTHER DUTIES:

Utilize hospital’s values and goals as the basis for decision making.

JOB REQUIREMENTS

EDUCATION:

• Bachelor’s degree and 5 years’ experience (or equivalent combination of formal education and related experience).

EXPERIENCE:

• 5 years’ experience (or acceptable equivalent (i.e., or Associates Degree with a minimum of 7 years’ experience in a human resources environment or Master’s degree and 3 years of experience).

KNOWLEDGE AND SKILLS:

• Must be highly organized and detail-oriented, have exceptional communications and writing skills, and be able to work both independently and as part of a team. Experience in a leadership role with senior-level professionals is helpful. Must be a team player and have a strong knowledge of help desk or call center technology
• Knowledge of analytical techniques applied to human resource management, project management methodology, researching and analyzing general and statistical information.
• Ability to integrate data from various sources to provide analysis and develop assumptions and trends based on that data.
• Demonstrated proficiency in Microsoft Office platform-Word, Access, Excel, PowerPoint; E-mail. Web/Internet. Ability and willingness to become proficient in Kronos, Workday and other HR related applications.
• Must be able to maintain high level or professionalism in dealings with end-users, colleagues and senior level management.

We will provide consistently excellent and accessible health services to all in need of care regardless of status or ability to pay – exceptional care, without exception.

Boston Medical Center participates in the Electronic Employment Verification, Program. As an E-Verify employer, all employees are also subject to completing a background check.

Boston Medical Center’s policy is to ensure equal employment opportunities for all, without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity and/or expression or any other non-job-related characteristic. We view the principle of equal employment opportunity as a vital element in the employment process and as a hallmark of good management.

BMC is an equal employment/affirmative action employer. If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to [email protected] or call 617-638-8582 to let us know the nature of your request.