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J202704

Director HR Shared Services

Highmark Health

  • Company Hignmark Health
  • Home, PA
  • Human Resources
  • Full time

Company :

Highmark Health

Job Description : 

JOB SUMMARY

This job oversees the multi-faceted end-to-end HR operational infrastructure providing front and back-end operational support to the Highmark Health Enterprise. Building and enabling strategies to ensure continuous improvement and standardization leading end-to-end transition plans for new work into the HR Shared Services function. Accountable for the day-to-day performance metrics of HR Shared Services, ensuring clear SLA's and KPI's align to effective and positive customer experience; utilizing metrics to demonstrate and communicate HR Shared Services effectiveness. Establish strong standards for ongoing training and documentation for all processes and activities within the scope of work.

Provides the overall functional direction and ensures the tactical execution for the design and delivery of HR programs, plans and adjustments provided from COEs, TELs, and business leaders. Places emphasis on consistently reviewing and improving HR Shared Services strategies through emerging technologies, innovative solutions, feedback from the business, and overall customer experience. Owns and directs the day-to-day operations of the department and establish departmental workflow for multiple and simultaneous end-to-end processes along with continuous prioritization of work. Continuous improvement practices are also a key accountability. Partners with Talent Engagement Leads and Talent Innovation to inform and influence business leaders to increase operational efficiency and communicate operational challenges, actions, and strategies.

Compliance, Regulatory Reporting, and project management areas are included in scope of work to provide overall expertise to deliver key strategic initiatives and critical Program(s)/Project(s) within the constraints of scope, quality, time, and budget for Highmark Health.  Includes oversight of front-line and back-end operational staff supporting project’s role outs and communication to the business as well as project staff (internal and contractor) that serve on Program(s)/Project(s) to deliver solutions for the business driving customer centricity. Collaborate with business, technical leaders and stakeholders on operational changes and challenges. Driving overall HR projects through planning, risk mitigation, contingency planning, and execution to ensure delivery of expected outcomes and seamless customer experience. Oversees and develops departmental policies and processes.

ESSENTIAL RESPONSIBILITIES

  • Perform management responsibilities to include but are not limited to involved in hiring and termination decisions, coaching and development, rewards and recognition, performance management and staff productivity. 
  • Plan, organize, staff, direct and control the day-to-day operations of the department; develop and implement policies and programs as necessary; may have budgetary responsibility and authority.
  • Build a deep understanding of Highmark Health’s HR organization, develop, and implement communications strategy with HR partners to get alignment on cross-functional projects and increase customer service satisfaction.
  • Partner with COEs, Talent Engagement Lead, HR Technology, Business Leaders, and external vendors to actively shape the HR Shared Services roadmap in alignment with the overall HR strategy. Drive the vision and strategy of these initiatives while balancing both end-user experience and operational needs.
  • Lead transition plans and adjustments to the HR model to ensure continuous operational effectiveness. Standardize/re-engineer HR processes that can help build scale.
  • Supply oversight and structure to ensure effective delivery of HR Share Services solutions/projects/programs, including portfolio management, influencing, and managing initiative prioritization, cost tracking and change management.
  • Work with HR COE leaders, Talent Engagement Leads, HR Technology, and employees to identify and execute HR Share Services process improvement opportunities.
  • Focus on building a culture of continuous improvement ensuring efficient and consistent employee experience and delivering operational excellence and simplification across our Shared Services.
  • Establish governance to ensure optimal prioritization of team resources and to manage stakeholder expectations.
  • Lead the end-to-end transition plan for new work into the HRSS team. Manage the team that partners with TELS/COEs for training, shadowing, documentation, resources mapping. Leverage dashboards to help report details, risks of ongoing transition status.
  • Support our focus to become a metrics driven organization by taking accountability for the day-to-day performance metrics of HR Shared Services, ensuring clear SLA's and KPI's align to effective and positive employee experience; utilize metrics to demonstrate and communicate HR Shared Services; create and share reports/metrics/dashboards that are meaningful to stakeholders and measure performance against SLA's, volumes, customer satisfaction & quality.
  • Establish strong standards for ongoing training and documentation for all processes and activities within the scope of work.
  • Inspire confidence from leadership and team members while driving clarity, alignment, and accountability throughout a fast-paced, complex matrix environment
  • Maintain business relationships with vendors to understand their strategic path for the future. Ensure delivery of agreed-upon support and service level agreements, act as the point of escalation to resolve any vendor issues. Participate in annual vendor review and strategic planning.
  • Leverage effective recruiting, training, coaching, team building, and succession planning to build an engaged, diverse, high performing team.
  • Ensure compliance of staff and project participants to Highmark's project management tools, techniques, project lifecycle methodologies and audit requirements. Support and contribute to the improvement of project management methods and practices.  Champions a standard project management methodology and technology systems development lifecycle through training and education
  • Inspire confidence from leadership and team members while driving clarity, alignment, and accountability throughout a fast-paced, complex matrix environment
  • Translate shared services concepts to others, with impeccable customer service skills, positive attitude in challenging situations; ability to communicate effectively and work with confidential and sensitive information at all levels of a large, complex organization
  • Other duties as assigned or requested.
     

Education

Required

  • Bachelor's Degree – Required

Substitutions

6 years of related and progressive experience in lieu of Bachelor's degree

Preferred

  • Master’s in Business or related field

Experience

Minimum:

  • 8 years of progressive experience supporting HR Operations (i.e. HRIS, HR Service Centers, Data Integrity and Reporting, Associate Onboarding, Process Improvement) with at least 4 years providing guidance, instruction, direction, and leadership to a team or functional area; ideally, in a large, multi-state, changing environment.
  • 5 years management/leadership experience
  • Prior experience with HR implementations including review of end-to-end business process mapping, recommendations and gap analysis strongly preferred.
  • Experience leading large cross-functional teams on large and complex projects, with proven track record of delivering measurable business results. Ability to manage a portfolio of projects in a fast-paced environment, adapting to shifting priorities
  • Understands federal, state and local laws as it pertains to HR Compliance. Exceptional quantitative and analytical capabilities.
  • Experience in managing partnerships with executive leadership, finance, legal, and vendor management including contract negotiations.
  • Expertise in HR Share Service methodology, leveraging technology and process improvement to deliver exceptional employee experiences
  • Experience on managing virtual, cross culture teams
  • Experienced in operating with minimal direction in a dynamic environment as an individual of transformation
  • Expert with MS PowerPoint and Excel

Preferred

  • Experience working in complex, matrixed environments
  • Experience with servicing highly regulated environments with unions
  • Agile/Lean Sigma/Six Sigma quality and process improvement experience
  • Experience with Workday and Salesforce HR Service delivery platforms

LICENSES or CERTIFICATIONS

Required

  • None

SKILLS

  • Strong analytical and project organization skills
  • Ability to manage multiple priorities and initiatives
  • Excellent communication skills both verbal and written
  • Ability to synthesize and analyze data to influence decision-making
  • Leadership and Executive presence and credibility to interact skillfully with all levels of employees and stakeholders, including senior executives and candidates
  • Strong critical thinking and ideation
  • Goal, results, and solutions oriented
  • Financial and technical acumen
  • Self-motivated  
  • Project and portfolio management
  • Ability to Influence and negotiate
  • Highly proficient with Microsoft Office Suite

Language (Other than English)

None

Travel Requirement

0% - 25% 

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-Based

Teaches/trains other regularly

Occasionally

Travel regularly from the office to various work sites or from site-to-site

Rarely

Works primarily out-of-the-office selling products/services (sales employees)

Never

Physical work site required

Yes

Lifting: up to 10 pounds

Frequently

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Never

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This position adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. 

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability. 

EEO is The Law

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity ( https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf )

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.

For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org

California Consumer Privacy Act Employees, Contractors, and Applicants Notice


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