Director Shared Services and Systems
Req #: 36775
Full Time
Shift: Days
HR Shared Services
United Health Services Hospitals
Binghamton, NY
Weekly hours: 40

The Director of Shared Services Operations and Technology leads the strategic development, integration and on-going management of the HR Shared Services operation including developing and implementing the overall multi-tiered service delivery strategy. This strategy is comprised of developing and executing a detailed program roadmap, working with process owners and service providers to identify optimal service solutions and continuous improvement opportunities to mature the overall service delivery capability. This function is integral to our ability to deliver efficient services for our team members while ensuring high quality and user satisfaction. Shared Services operations includes overseeing the HRConnect team who manages cases and employee inquiries, workforce administration, benefits, leave and on-boarding and new hire coordination support, performance management support, and other associate support services. The individual will be responsible for providing an excellent employee experience and implementing best-in-class processes and tools to manage the HRConnect team and data operations.

In addition, the Director oversees the integration of the HR Information Systems and ancillary technology. This position is responsible for the short- and long-term strategic direction, systems design, maintenance, reporting, data integrity, vendor partnerships, internal partnerships, and project management for the HRIS system, as well as HR transactional and compliance processes. This oversight involves all phases of system functionality, data management, reporting, and other operations for the UHS HR systems landscape. The position also builds core processes, oversees the efficiency and effectiveness of our HR systems, as well as how these systems interface with other proprietary and third-party systems/solutions. This position incorporates the specification, development and implementation of new or updated systems, reports and policies/procedures for internal use with a focus on continuous improvement while maintaining the integrity of the existing structure, security and data. This leader’s responsibilities include all people data, metrics, reporting and analytics.

Responsibilities include:

  • Directs all aspects of HR Shared Services, systems and related system operations, processes, data flows, security, reporting and analytics, deliverables, program milestones, requirements, staffing and budgets.
  • Leads the development of a HR Shared Services organization from vision, strategy and roadmap development to fully operational and optimized implementation. Bring expertise on service center best-practices (including structure, tools, measurement, training, compliance and management) while driving continuous improvement for a scalable and sustainable delivery model. Ensure s all service level agreements within shared services are consistently met, reviewed and revised as appropriate. Lead process improvement initiatives including mapping current state processes and re-engineering for ideal future state delivery. Focus on continuous improvement for adding new services or improving existing ones.
  • Partners with HR Centers of Expertise (COE’s) and HR Business Partners (HRBP’s) to deliver comprehensive customer service solutions and translate requirements into process/functional design and system solutions. In addition, works closely with IT to ensure effective management of the maintenance of the applications and infrastructure, including tracking and remediation of production support issues, as well as execution and reporting against established Service Level Agreements (SLA’s).
  • Sets the overall direction of HR systems including ancillary systems (case management, knowledge management, HR Portal and HRIS), directing the HR information strategy through consultations with HR, senior leadership and other management to ascertain organizational needs. Establishes and runs Shared Services metrics/KPI’s, driving high quality customer support in an efficient and scalable manner, through organizational dashboards that assess the performance of the Shared Services Center.
  • Optimizes HRIS Systems to meet workforce requirements, creating opportunities for automation, reduction of manual processes and simplification of processes. Manages the implementation of new functionality and business process improvements including determining stakeholder and business value, requirements gathering, testing, and roll-out and end user communication and education.

Bachelor of Arts or Bachelor of Science Degree in related field with five plus years of progressive growth supporting HRIS solutions, HR Shared Services Center, business process improvements and development of a self-service culture and five plus years leading HRIS functional support teams and closely collaborating with a technical support team; three plus years leading HR administrative support teams required.

Master’s Degree in related field and experience in healthcare and retail preferred along with certification in HRIS, Project Management Professional (PMP) or Six Sigma.

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