Manager Human Resources Shared Services - HR Shared Services

Summary:

The Manager of Human Resources Shared Services leads a team of HR professionals responsible for delivering centralized support to Associates, leaders, and HR Centers of Excellence (COEs). This role ensures consistent, high-quality service delivery across all HR Shared Services functions, including inquiry resolution, HRIS transactions, specialized program support, and process improvement initiatives. The Manager is a strategic partner to HR leadership, driving operational efficiency, compliance, and Associate experience through effective team management, data analysis, and continuous improvement.

Responsibilities:

• Meets expectations of the applicable OneCHRISTUS Competencies: Leader of Self, Leader of Others, or Leader of Leaders.
• Leads, coaches, and develops a team of HR Shared Services Specialists and Analysts to ensure timely and accurate resolution of HR inquiries and transactions.
• Works directly with HR COE Leadership to identify priorities and drive related programs and initiatives.
• Uses data to inform decisions and processes and influence stakeholders to create scalable programs and processes that drive results.
• Conducts end-to-end analyses and evaluation of programs and processes, bringing together facts, analysis, and judgment to identify pain points and take appropriate action or to proactively identify areas of opportunity.
• Provides specialized support for high-impact system projects, including leading customized meeting facilitation and assisting with strategic planning. This includes preparing for, guiding, and documenting key meetings, as well as providing analytical and organizational support to help translate high-level goals into actionable plans and tangible results. Delivers a positive HR Shared Services experience for all CHRISTUS Associates and HR Strategy team members through continuous communication, follow-up, and engagement throughout the process.
• Responsible for ensuring the effectiveness of the HR Shared Services team.
• Plans and executes multiple initiatives against project plans, change management, and go-live plans; tracks initiative outcomes, taking lessons learned to expand, improve, and build scalable processes.
• Oversees daily operations of the HR Shared Services team, ensuring alignment with organizational goals and service level agreements (SLAs).
• Defines and monitors performance metrics, analyzes trends, and implements process improvements to enhance service delivery and operational efficiency.
• Regularly monitors interactions of HR Shared Services team members with Associates via phone monitoring, chat review, or other alternatives. Provides real-time feedback regarding outstanding performance and opportunities for improvement.
• Consistently seeks feedback from HR Strategy teams regarding the level of service they and their Associates are receiving, seeking out ways to improve their experience.
• Serves as a subject matter expert in HR systems (Infor, ServiceNow, Avaya) and ensures data integrity across platforms.
• Collaborates with HR COEs, Legal, Payroll, and other departments to resolve complex issues and ensure consistent policy application.
• Manages specialized HR programs supported by the team, including Kudos recognition, MYCL communications, bonus recoupment, and incentive payouts.
• Oversees MYCL communication to all Associates, including email and text messages, for routine communication as well as emergent communication, such as time-sensitive weather-related messages.
• Ensures compliance with healthcare regulations, data privacy standards, and internal policies.
• Supports knowledge base development and documentation of standard operating procedures.
• Leads change management initiatives and promotes the adoption of self-service tools and digital HR solutions.
• Fosters a culture of continuous learning, professional development, and customer service excellence.
• Participates in strategic planning and drives HR Shared Services roadmap and innovation efforts.
• Provides accurate and efficient service under the pressure of constant deadlines
• Organizes tasks effectively and establishes priorities
• Gathers data, consistently tracks metrics, and prepares reports as required
• Enables and assists with continuous improvement and transformation.
• Oversees aspects of HR shared services, including but not limited to Associate data entry, data research, customer service, system and process optimization & compliance analytics.
• Maintains a strong, cohesive, and congenial collaboration between all COEs of Human Resources.
• Maintains a high level of discretion and professionalism when handling sensitive information.
• Consistently demonstrates skills in human resources management and effective leadership.

Job Requirements:

Education/Skills

• Bachelor's degree in Human Resources, Business Administration, or related field required
• Master's degree preferred

Experience

• 5-7 years of progressive Human Resources experience required
• 1-2 years in a leadership or supervisory role within Shared Services or HR operations required
• Strong leadership, team development, and collaborative capabilities
• Advanced proficiency in HRIS systems (Infor), case management tools (ServiceNow), and communication platforms (Avaya)
• Excellent analytical, problem-solving, and project management skills
• Exceptional written and verbal communication
• Ability to manage multiple priorities in a fast-paced environment
• Must have the ability to focus, as demonstrated through administrative efficiency
• Must have effective communication skills to build sustainable working relationships throughout the organization
• Must be able to present ideas and recommend solutions

Licenses, Registrations, or Certifications

• None required

In accordance with the CHRISTUS Health License, Certification and Registration Verification Policy, all Associates are required to obtain the required certifications for their respective positions within the designated time frame.

Work Schedule:

8AM - 5PM Monday-Friday

Work Type:

Full Time