HR Shared Services- Associate Director, People Operations

Major Responsibilities:

• Lead daily Tier 2 HR Service Center operations focused on resolving advanced cases across benefits, leave of absence, payroll, compensation, and employee relations. 
• Ensure accurate and timely case handling that aligns with service level agreements (SLAs), compliance requirements, and teammate expectations. 
• Partner with COEs, Legal, and Compliance for escalated or policy-sensitive matters, ensuring alignment and accuracy of information shared with teammates. 
• Monitor performance metrics, case trends, and workload distribution to maintain balanced service levels and operational efficiency. 
• Support seamless handoffs and collaboration across Tier 1, Tier 2, and COEs to ensure continuity and reduce rework. 
• Promote a culture of empathy, accountability, and ownership in every teammate interaction. 
• Use feedback and analytics to identify process bottlenecks and recommend solutions that improve turnaround time and service quality. 
• Participate in process improvement initiatives, contributing to standardization, simplification, and automation opportunities. 
• Collaborate with HR Technology and Analytics teams to enhance case management tools and reporting capabilities. 
• Ensure all case documentation, resolutions, and communications adhere to internal policies and external regulations (e.g., HIPAA, FMLA, ADA). 
• Maintain data integrity and confidentiality standards across all Tier 2 processes. 
• Support audit activities and compliance reviews by providing accurate records and process documentation. 
• Partner closely with COEs and HR Business Partners to ensure alignment on policy interpretation, case handling, and teammate communications. 
• Collaborate with Tier 1 and Tier 2 leaders to maintain consistent standards of service and communication protocols. 
• Support knowledge management and content updates to keep reference materials current and accessible. 
• Lead, coach, and develop Tier 2 HR representatives and specialists to build expertise, engagement, and accountability. 
• Provide ongoing feedback, coaching, and professional development to strengthen functional depth and customer service excellence. 
• Foster collaboration between Tier 1 and Tier 2 teams to create a seamless service delivery model. 
• Model inclusive, compassionate leadership that reflects the organization’s values and commitment to teammate experience.

Licensure, Registration, and/or Certification Required:

• None

Education Required:

• Bachelor's Degree in Business, Human Resources, Compliance, Shared Services, or Technology related field or equivalent knowledge. 

Experience Required:

• Typically at least 5 years of progressive experience in HR operations, shared services, or COE environments, with at least 2 years in a leadership role overseeing complex or specialized HR service delivery. 
• Experience leading cross-functional teams and partnering with HR Centers of Excellence to resolve complex cases or policy-driven inquiries. 
• Proven ability to manage HR operations in a healthcare or highly regulated, multi-entity environment 

Knowledge, Skills & Abilities Required:

• Deep understanding of HR policies, employment law, benefits administration, and workforce compliance. 
• Demonstrated success in case management oversight, root cause analysis, and process redesign. 
• Expertise in HRIS and case management systems (Workday, ServiceNow, Salesforce) and comfort with data analytics and reporting tools (Tableau, Power BI, etc.). 
• Strong problem-solving and decision-making skills with the ability to manage sensitive or confidential matters effectively. 
• Exceptional stakeholder management skills with the ability to influence and collaborate across functions. 
• Excellent written and verbal communication skills with the ability to translate technical or policy content into clear teammate guidance. 
• Analytical, data-driven mindset with a passion for continuous improvement and service innovation. 
• Leadership & Development – Coaches and develops high-performing Tier 2 teams, building future-ready capabilities. 
• Operational Excellence – Optimizes Tier 2 processes for efficiency, accuracy, and continuous improvement at scale. 
• Strategic Alignment – Translates HR strategy into Tier 2 execution, aligning service delivery with business goals. 
• Data-Driven Insights -Leverages analytics to improve performance, resolve root causes, and inform decisions. 
• Teammate Experience – Drives a service-first culture that enhances trust, satisfaction, and policy-aligned support. 
• Cross-Functional Partnership – Partners with CoEs to deliver seamless, end-to-end HR solutions across the enterprise 
• Operations Focus: Innovates Tier 2 operations by streamlining workflows and harnessing data to deliver scalable, high impact solutions 
• Results-Driven: Delivers on SLAs and KPIs while balancing quality and efficiency. 
• Collaborative Mindset: Builds strong partnerships across HR and business units to improve service outcomes. 
• Support growth program at all levels to support effective succession planning.  
• Build and foster trust with stakeholders and communicate and interact effectively based on the customer audience (e.g., physicians, leaders, colleagues). 
• Delivering impact in service through process, excellence, complex problem solving, and insightful inquiries with stakeholders, and operations to master a customer-focused mindset.  
• Continuously enhances Tier 2 HRSC operations by reimagining processes, leveraging data driven insights that improve accuracy, efficiency and teammate experience . 
• Versatile and cross-functional HR knowledge. Demonstrates broad expertise across all core functional areas. System expertise in core HCM and relevant digital eco systems pools.

Physical Requirements and Working Conditions:

• Exposed to a normal office environment. 
• Occasional travel to healthcare facilities, leadership meetings, or service center sites. 
• Operates all equipment necessary to perform the job. 

Preferred Job Requirements:

Education Required:

• Master’s degree in Human Resources, Business, or Healthcare Administration. 

Licensure, Registration, and/or Certification Required:

• HR professional certification (SHRM-SCP, SPHR) or Project Management certification (PMP). 
• Lean Six Sigma Green or Black Belt certification. 

Experience Required:

• Experience leading HR case resolution, escalation governance, or policy harmonization initiatives. 
• Familiarity with AI, chatbots, or advanced automation tools supporting HR case management. 

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.