About this role
Job Requirements
Under the direction of the Director, Human Resources Operations, manages the day-to-day operations of the HR Solutions Center and Files & Records functions, ensuring efficient, consistent, and high-quality HR service delivery across the University of Maryland Medical System. Holds operational accountability for service level performance, case management, workforce planning, quality, and escalations. Uses data insights to drive operational improvements and enhance the employee experience. Leads team development, translates the long-term Human Resources Operations plan into day-to-day operational plans and measurable outcomes, and adjusts staffing, workflows, and priorities when operations deviate from plan.
Primary Responsibilities
The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job responsibilities performed.
- Manages day-to-day operations of the HR Solutions Center and Files & Records, with accountability for service level agreements, quality, and records accuracy and confidentiality.
- Monitors case volume, backlog, and resolution metrics against operational goals; identifies when performance is off course and adjusts staffing, workflows, or priorities to return to plan.
- Develops short- and long-term workforce plans and staffing models that anticipate future service demand; recommends staffing and resource needs to the Director.
- Coaches and develops staff to achieve performance and customer service goals, building cross-training and succession to ensure continuity of service.
- Directs hiring, performance management, and corrective action for HR Solutions Center and Files & Records staff.
- Serves as the escalation point for complex or sensitive inquiries, partnering with HR Centers of Excellence and Legal as needed.
- Analyzes trends and leads process improvements; maintains standard work and quality assurance practices to enhance service delivery.
- Serves as operational owner for ServiceNow HR Service Delivery, prioritizing enhancements and partnering with HR technology teams to optimize case management tools.
- Manages knowledge base content with HR Centers of Excellence and drives adoption and utilization of self-service resources.
- Prepares and presents operational reports and insights on performance against plan, emerging risks, and recommended course corrections to the Director and HR leadership.
- Operationalizes new HR policies and programs within the HR Solutions Center and serves as the Director’s designee as needed.
- Perform all other duties as assigned.
Work Experience
Education & Experience - Required
- Bachelor’s degree in Human Resources, Business Administration, Healthcare Administration, or related field.
- 5 (five) years of progressively responsible experience in an HR Shared Services model or in HR operations, or a call center environment, including at least two years of supervisory or management experience leading teams.
- Minimum of 3 (three) years of experience leveraging quantitative and qualitative data to evaluate performance within an operations, call center, or shared services environment; identify trends, root causes, and opportunities for improvement; and develop, lead, and implement data-driven recommendations to improve operational efficiency, service quality, and customer experience.
- Demonstrated experience managing service level performance, case management operations, or process improvement in a high-volume service environment.
Education & Experience - Preferred
- Master’s degree in Human Resources, Business Administration, Healthcare Administration, or related field.
- Experience leading HR shared services or Solutions Center operations in a complex, multi-entity healthcare or other highly regulated environment.
- Experience with ServiceNow HR Service Delivery, including case and knowledge management, reporting, and enhancement prioritization.
- Experience with personnel records management and enterprise document management systems.
- Professional HR certification (e.g., SHRM-CP, SHRM-SCP, PHR, or SPHR) or process improvement certification (e.g., Lean or Six Sigma).
- Demonstrated ability to analyze and interpret quantitative and qualitative data, including call center performance metrics and customer feedback, to identify trends, evaluate operational effectiveness, and lead recommendations and initiatives that improve service delivery, efficiency, quality, and customer experience.