The HR Service Delivery Manager is a key position within Tenet’s HR Service Delivery Department, a customer focused service organization that provides select HR services to employees across the company. This position is responsible for leading and overseeing all HR transaction activities coming into the HR Business Center, globally, and managing all functional specialists within the organization; this includes managing the timeliness, efficiency and completion of all HR customer queries.

The position serves as a direct Manager to a team of employee service representatives and is ultimately responsible for the performance of all representatives supporting HR Business Center call center operations. Additionally, the position develops and oversees implementation of HR Business Center recruiting, training, and employee development activities, and leads development and monitoring of all key performance indicators established for the HR Service Center’s call center and employee self-service functionality.

• Collaborate with HR Service Delivery leadership to develop overall HR Service Center strategic plan and growth strategy, and ensure translation of strategy into tangible objectives, targets, and actions.
• Ensure all relevant procedural/ legislative requirements are fulfilled while delivering a quality and cost-effective service to customers.
• Identify and incorporate leading practices and innovative approaches and tools for service delivery into HR Business Center operations.
• Support the development of HR Business Center policies and procedures, ensuring that they promote leading practices and comply with relevant laws and regulations.
• Oversee operations of the HR Service Center call center, employee self-service and knowledge management functionality.
• Partner with HR and Payroll leaders to coordinate support center; ensure seamless customer service for escalated issues.
• Provide operational and technical HR support to management team including assessing and making recommendations pertaining to HR administrative related matters.
• Manage communications and training plan rollouts to all users and stakeholders.
• Develop and monitor call center performance against service standards and associated KPIs for service quality, accuracy, timeliness, consistency, customer satisfaction, and resource management.
• Monitor inquiry volume, cycle times and other operational metrics to develop call center resourcing plans.
• Provide input into design, development and configuration activity for the HR Business Center’s employee self-service and knowledge management portal.
• Participate in design, development, and configuration activity for the HR Business Center’s case management solution.
• Maintain and modify incident reports relating to system outages to ensure resolution and communication occurs timely.
• Prepare monthly reports and dashboards to monitor and analyze trends in call center inquires and issue resolution and ensure that necessary actions are taken to maximize service center performance and customer satisfaction.
• Recommend and maintain an organizational structure and staffing levels to accomplish overall HR Business Center Center’s goals and objectives.
• Identify process improvement opportunities across end-to-end HR Business Center processes, and lead process and technology driven business process reengineering initiatives.
• Develop and lead recruiting, training, and employee development activities to support the HR Business Center staffing.
• Supervisory responsibilities for all employee service representatives.
• Responsible for department payroll tasks related to current team members.
• Monitor performance of HR Business Center employees against pre-determined measures and standards; provide effective and timely feedback to enhance employee performance.
• Create, foster, and maintain a collaborative, innovative and customer-focused team culture.
• Lead employee engagement and development initiatives for HR Business Center employees to enhance job satisfaction and morale.
• Coordinate closely with HR Service Delivery leadership team to provide HR Business Center employees with opportunities for cross training, rotational programs and career progression within the HR Service Center/HR Operations.
• All other job-related duties as it relates to the job function or as delegated by the management team.
• Delivers a high degree of customer service to all stakeholders.
• Up to 25% travel required. We will run a MVR on the final candidate.

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• Bachelors Degree Required

• 5+ years of Service Center experience Required; experience may be substituted for degree requirement upon verification;

• Customer account and service management experience preferred specifically in the area of HR

• Implementation of a service center function preferred

• Ability to design KPI dashboards and provide analytics on HR Business Center performance

• Must possess strong written and verbal; communication skills. Be able to clearly document problem identification, progress notes and resolution. Must provide feedback to customers and manager/supervisor regarding existing issues within departmental guidelines

• Strong project and change management skills with experience in organizing, planning and executing large-scale projects from the envisioning state through to implementation, involving internal personnel, contractors and vendors

• Prefer knowledge across multiple human resources disciplines including payroll, benefits, and related state and federal employment laws and regulations.

• Excellent analytical and research skills required.

• Exceptional understanding of system parameters for HR systems including HRIS and case management system applications.

• Proficient with Microsoft Outlook, Word, Excel, PowerPoint, Teams, and Service Now

• A positive, service-oriented attitude, willingness to go "above and beyond" in support of the internal clients and have the ability to maintain strict confidentiality.

  
  

Employment practices will not be influenced or affected by an applicant’s or employee’s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.