Reporting to the Director of the Shared Service Center (SSC), the Manager is responsible for operational oversight over the Tier I Customer Service Associates system, to include process improvement, strategy and operations. In addition, the HR SSC Manager ensures all applicable Tier II inquiries are assigned, resolved and closed properly and in a timely manner. Partners with SSC leadership to ensure service level agreements (SLAs) and key performance indicators (KPIs) are at or above standards constantly striving to improve the quality and customer experience. Coordinates with other SSC leadership to ensure staff have an environment where they are able to learn and grow professionally in their current and prospective SSC roles. Interacts cross functionally with SSC, Centers of Expertise (COEs) and HR Business Partners (HRBPs), Human Resources Information Systems (HRIS) and various departments within BSWH to ensure handoffs, communication and interactions are customer focused, seamless and delivered with high quality. The HR SSC Manager assists the Director of the SSC in the planning and implementation of SSC strategies by reviewing KPIs and SLAs and the BSWH SSC end-user experience.
In general, Customer Service Associates will serve as the first point of contact when employees and managers contact the SSC; resolving a multitude of inquiries and routing specialty questions to Tier II Specialists, HRBPs or COEs. Additional responsibilities will include but are not limited to helping customers navigate through PeopleSoft and/or Oracle Cloud applications, fulfill employment verification requests and provide initial data entry support for direct deposit enrollment, life events, general deductions, new hire benefits enrollment and personal data changes.
ESSENTIAL FUNCTIONS OF THE ROLE The SSC Manager manages the overall operational excellence of the SSC, quality assurance to include daily activities of staff, proper alignment of staff, quick resolution of escalations and collaboration with leadership and other constituents. Ensures quality assurance by partnering with SSC leadership to regularly review performance outcomes against SLAs and KPIs to identify trends and areas of opportunity requiring facilitation of quality improvement initiatives. Develop, coach and mentor assigned and other SSC staff to build a high-performance culture. Set goals and facilitate growth and development to meet individual employee career goals, motivational needs and organizational opportunities
KEY SUCCESS FACTORS The ideal candidate for the HR SSC Manager role will have working knowledge of broad HR concepts (benefits, payroll administration, workforce administration, absence management, compensation, performance management, time and labor, and talent management); strong customer service, consultative, project management, analytical and organizational skills and exceptional leadership and managerial, interpersonal and communication skills; and the ability to build strong cross functional relationships and interact effectively with all levels of staff and management. Must be detail oriented, a self-starter and work well independently with limited direct supervision. PeopleSoft background and previous experience with Oracle Cloud applications highly desirable.
Specialty/Department/Practice: Human Resources
Shift/Schedule: Full time
Benefits:Our competitive benefits package includes Immediate eligibility for health and welfare benefits, 401(k) savings plan with dollar-for-dollar match up to 5%, Tuition Reimbursement, PTO accrual beginning Day Please note, benefits may vary based upon position type and/or level.
Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!