Human Resources Director - Shared Services

Join the Cleveland Clinic team, where you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.The Human Resources Director - Shared Services provides leadership, planning, project coordination and management of a customer service-oriented HR Shared Services Center and the Caregiver Office Design team. This leader works in collaboration with the CGO Centers of Excellence to understand business needs and strategic priorities, continuously enhancing the effectiveness of the center. Additionally, this leader ensures Human Resources service delivery capabilities are effectively and efficiently leveraged and builds relationships with key stakeholders to enable transparent communication and drive clarity for the HR Service Center team. This leader maximizes the efficiency and overall output of the design team to achieve cost avoidance and cost savings for the Caregiver Office, leads Caregiver Office initiatives and serves as the project manager for enterprise-wide initiatives.This leader oversees the HR Call Center, the Absence Management Office, which processes leave requests for U.S. caregivers, and the Caregiver Office Design team (graphic designers for HR Shared Services). They will have just about 40 caregivers reporting to themThis is the ideal position for an individual who is looking to be an influential leader for a large HR team that is high performing, collaborative and highly engaged. This leader will work closely with executive and senior leadership to affect growth, change, transparency, communication and efficiency across the organization.A caregiver in this role will work in a hybrid model, meaning some on-site days at the listed physical location are required. This position requires 3 days on-site, 2 days remoteA caregiver who excels in this role, will:Be responsible for leadership and strategic direction, including coaching and development, as well as creating a culture of continuous improvement using data, customer satisfaction and efficiency.Collaborate with executive level management in the development of performance goals and long-term HR Service Center operational plans.Build relationships with key stakeholders to enable transparent communication and drive clarity for the HR Service Center team.Manage department staffing and capacity planning. Guide Service Center managers and caregivers to accomplish objectives, holding high expectations for self and others. Monitor and evaluate activities of center caregivers and provide on-the-job training and retraining as necessary to ensure operational efficiency and adherence to policies and procedures to drive caregiver engagement.Partner collaboratively with key stakeholders in the Caregiver Office, including HR Services, Total Rewards, HRIS, Talent Acquisition, and others. Oversee the establishment of key Service Level Agreements, quality targets and Key Performance Indicators. Drive alignment between HRIS and HR Shared Services to drive optimization of HR Shared Services technologies. Deploy adequate resources to consistently meet or exceed customer expectations at the lowest possible cost. Work with business leaders, HR leaders, and HR Operations leads to utilize the HR service delivery capabilities at their fullest potential and establish standards and practices.Lead the Design Team and identify opportunities for cost reduction and efficiency gains. Implement strategies to optimize content creation and delivery, ensuring cost effectiveness without sacrificing quality. Establish and monitor content production, identifying areas for cost savings. Lead a structured approach to drive continuous improvement activities, along with implementing process improvement initiatives. Implement, manage and evaluate operation processes and procedures, in accordance with the standards and procedures set out by the organization.Use analytical skills to evaluate large amounts of call center data, establish strategic goals, develop performance metrics, and create scorecards to measure the effectiveness of the HR service center. Maximize HR service center efficiency and productivity through extensive performance analysis and stakeholder feedback. Communicate to executive leadership on HR Service Center performance and quality metrics. Provide data-backed recommendations to improve caregiver experience and implement process improvements.Lead Caregiver Office initiatives as assigned.Responsible for making effective decisions, creating project plans, setting targets for milestones, and adhering to deadlines. Serve as the point of contact for project teams and ensures team collaboration. Communicate with Executive Leadership and Senior Leadership on project status and goals. Meet with team members for status reports and tracking of issues, updating key stakeholders on the project's progress, and adjusting the project plan based changing factors. Provide input in the communication materials such as job aids, instructional videos, online content, and presentations. Coordinate the gathering of information and organizing of information to share with key stakeholders and leaders.Minimum qualifications for the ideal caregiver include:Bachelor's degree in a related fieldSeven years of professional and functionally relevant experience, including three years of demonstrated management experienceMaster's degree may offset two years of experienceOral and written communication in EnglishProven leadership skills and excellent written and oral communication skillsPreferred qualifications for the ideal caregiver include:Master's degree in a related field (can substitute for two years of experience)Professional in Human Resources (PHR) or Senior Professional in Human Resources (SPHR) certificationCall center management experience in customer relations, sales administration or high-touch service environmentOur caregivers continue to create the best outcomes for our patients across each of our facilities. Click the link to see how we provide what matters most to you: Requirements:Ability to perform work in a stationary position for extended periods.Ability to travel throughout the hospital system. For some roles, ability to travel to other locations, including international travel.Ability to operate a computer, audio visual and other office equipment.Ability to communicate and exchange accurate information, including the ability to deliver any applicable training in person and some locations, ability to move up to 25 lbs.Personal Protective Equipment:Follows standard precautions using personal protective equipment as required.Pay RangeMinimum hourly: $53.90Maximum hourly: $82.19The pay range displayed on this job posting reflects the anticipated range for new hires. While the pay range is displayed as an hourly rate, Cleveland Clinic recruiters will clarify whether the compensation is hourly or salary. A successful candidate's actual compensation will be determined after taking factors into consideration such as the candidate's work history, experience, skill set, and education. This is not inclusive of the value of Cleveland Clinic's benefits package, which includes among other benefits, healthcare/dental/vision and retirement.

Created: 2024-10-19