Supv HR Technology/Shared Svcs in Granger, Indiana at Beacon Health System

Reporting to the Manager, HR Technology & Shared Services, the Supervisor, HR Technology & Shared Services is responsible for overseeing the day-to-day operations of HR Technology and HR Shared Services, ensuring efficient service delivery, operational excellence, and exceptional customer support for associates, leaders, and Human Resources stakeholders. This position provides direct supervision and operational leadership for Shared Services and HR Technology team members while ensuring adherence to service standards, departmental procedures, and organizational goals.

The Supervisor directs daily work assignments, manages service queues, oversees escalation support, conducts quality audits, coordinates onboarding and training activities, and ensures consistent execution of HR operational processes. This role partners closely with HR Centers of Excellence, Human Resources leadership, Information Services, and business stakeholders to support effective case management, transaction processing, HR system support, and continuous process improvement.

MISSION, VALUES and SERVICE GOALS

• MISSION: We deliver outstanding care, inspire health, and connect with heart.
• VALUES: Trust. Respect. Integrity. Compassion.
• SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team

Ensures alignment of the HR Technology & Shared Services team’s daily operations with departmental goals and service delivery standards by:

• Coordinating daily activities, work assignments, and operational priorities for HR Technology and Shared Services team members.
• Monitoring workloads, service queues, and case volumes to ensure timely and effective service delivery.
• Establishing priorities and assigning work based on service demand, staffing levels, urgency, and business requirements.
• Providing routine updates to leadership regarding workload levels, operational challenges, staffing concerns, and service trends.
• Supporting implementation of departmental goals, initiatives, and operational priorities.
• Promoting a culture of accountability, customer service excellence, continuous learning, and operational efficiency.
• Reinforcing adherence to departmental policies, procedures, service standards, and organizational expectations.
• Maintaining knowledge of HR operations, service delivery processes, and HR technology capabilities to effectively support operational objectives.

Supervises daily HR Shared Services operations by:

• Overseeing associate data management activities, employment transactions, onboarding support, offboarding activities, and HR administrative processes.
• Monitoring service requests, case management activities, and inquiry resolution to ensure consistent customer service experiences.
• Ensuring accurate and timely completion of HR transactions in accordance with service-level expectations.
• Coordinating workflows associated with employee lifecycle events, including hire, transfer, promotion, job changes, leave processing, and terminations.
• Supporting execution of background check, onboarding, compliance, and employment documentation activities.
• Monitoring compliance with established HR policies, procedures, federal regulations, state regulations, and organizational requirements.
• Identifying trends within service inquiries and partnering with leadership to address root causes.
• Supporting the administration and effectiveness of tiered service delivery models.
• Escalating complex inquiries and issues to the appropriate Centers of Excellence, Information Services, vendors, or leadership teams.
• Assisting with implementation of service improvements designed to enhance the associate experience.

Coordinates daily HR Technology operations and support activities by:

• Monitoring HR technology support requests and ensuring issues are addressed within established service expectations.
• Serving as the first-level escalation point for Tier 1 and Tier 2 HR system support issues.
• Coordinating issue investigation and resolution activities among Human Resources, Information Services, end users, and vendors.
• Assisting with maintenance, administration, testing, and support of HR technology platforms.
• Participating in system upgrades, implementations, enhancements, and maintenance activities.
• Supporting testing efforts, including unit testing, system testing, integration testing, and user acceptance testing.
• Monitoring system functionality and escalating critical system concerns as appropriate.
• Ensuring timely communication with users regarding technology issues, system changes, and resolution status.
• Assisting with security administration and access management activities as directed.
• Supporting data integrity efforts through audits, validation reviews, troubleshooting, and issue correction activities.

Maintains operational excellence, process documentation, and quality standards by:

• Developing, maintaining, and updating standard operating procedures, work instructions, job aids, and process documentation.
• Conducting routine quality audits of transactions, service requests, system activities, and case documentation.
• Monitoring adherence to established procedures and recommending corrective actions when necessary.
• Identifying opportunities for enhanced efficiency, process standardization, and improved service delivery.
• Supporting implementation of automation and technology-enabled improvements.
• Monitoring key operational metrics and service delivery indicators.
• Assisting with preparation of audit documentation and compliance reporting.
• Participating in operational reviews, workflow assessments, and continuous improvement initiatives.
• Supporting process redesign efforts to improve associate and leader experiences.

Coordinates onboarding, training, and staff development activities by:

• Conducting onboarding activities and orientation for new HR Technology and Shared Services team members.
• Providing day-to-day coaching, guidance, and operational support to team members.
• Coordinating training programs related to HR systems, procedures, Shared Services processes, and customer service expectations.
• Identifying training opportunities to improve individual and team performance.
• Supporting cross-training efforts to ensure operational flexibility and business continuity.
• Evaluating training effectiveness and recommending enhancements as needed.
• Maintaining training materials, process documentation, and knowledge management resources.
• Reinforcing consistent application of organizational policies and departmental procedures.
• Serving as a resource for team members requiring operational support or process clarification.

Supports analytics, reporting, and operational performance monitoring by:

• Monitoring operational performance metrics related to service levels, case volumes, turnaround times, workload distribution, and transaction accuracy.
• Assisting with preparation, maintenance, and distribution of operational reports and dashboards.
• Reviewing trends and operational data to identify opportunities for improvement.
• Supporting workforce planning activities through reporting and operational analysis.
• Assisting with development and maintenance of key performance indicators for HR Shared Services and HR Technology operations.
• Monitoring data quality and supporting data governance efforts.
• Collaborating with leadership to provide operational insights and recommendations.

Provides first-line leadership and supervision by:

• Scheduling, assigning, monitoring, and evaluating daily work activities.
• Conducting regular team meetings and one-on-one coaching discussions.
• Supporting recruitment, interviewing, onboarding, and training activities.
• Monitoring attendance, staffing schedules, and coverage plans.
• Providing input regarding employee performance evaluations, development plans, and coaching opportunities.
• Addressing routine employee concerns and performance issues in accordance with organizational policies.
• Promoting employee engagement, collaboration, customer focus, and professional development.
• Recognizing accomplishments and reinforcing positive performance and service behaviors.
• Supporting succession planning and team development initiatives.

Performs other functions to maintain personal competence and contribute to departmental effectiveness by:

• Participating in meetings, committees, operational reviews, and special projects as assigned.
• Maintaining up-to-date knowledge of HR operations, HR technology capabilities, Shared Services best practices, and industry trends.
• Supporting organizational initiatives and change management activities.
• Maintaining departmental records, reports, and documentation as required.
• Completing additional job-related assignments as directed.

ORGANIZATIONAL RESPONSIBILITIES

Associate complies with the following organizational requirements:

• Attends and participates in department meetings and is accountable for all information shared.
• Completes mandatory education, annual competencies, and department-specific education within established timeframes.
• Completes annual employee health requirements within established timeframes.
• Maintains license/certification, registration in good standing throughout fiscal year.
• Direct patient care providers are required to maintain current CBLs and other certifications as required by position/department.
• Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
• Adheres to regulatory agency requirements, survey process and compliance.
• Complies with established organization and department policies.
• Available to work overtime in addition to working additional or other shifts and schedules when required.

Education and Experience

• Bachelor's degree in Human Resources, Business Administration, Information Systems, Computer Science, or a related field required.
• Minimum of five years of progressively responsible experience in Human Resources, HR Operations, HR Shared Services, HR Technology, HRIS, or related disciplines required.
• Prior experience serving in a lead, coordinator, senior specialist, or supervisory role preferred.
• Experience supporting HR technology systems and HR operational processes preferred.
• Healthcare Human Resources experience preferred.
• Experience supporting service delivery, customer support functions, case management, or Shared Services operations preferred.

Knowledge & Skills

• Strong understanding of Human Resources operations and service delivery processes.
• Knowledge of HR technology platforms such as PeopleSoft, Oracle, Workday, ADP, SAP, or similar systems.
• Knowledge of HR Shared Services operating models and customer service principles.
• Ability to manage workloads, priorities, service queues, and operational performance metrics.
• Strong analytical, troubleshooting, problem-solving, and decision-making skills.
• Ability to identify operational issues and implement effective solutions.
• Excellent verbal and written communication skills.
• Strong organizational skills and ability to manage multiple responsibilities simultaneously.
• Ability to work effectively with all levels of management, associates, vendors, and business partners.
• Ability to coach, mentor, and develop team members.
• Demonstrated commitment to customer service excellence and continuous improvement.
• Proficiency with Microsoft Office applications and reporting tools.

Working Conditions

• Works primarily in an office or hybrid work environment.
• Moderate travel to Beacon Health System locations as required.
• May require occasional evening or weekend support related to system implementations, upgrades, or operational needs.

Physical Demands

• Requires the physical ability and stamina to perform the essential functions of the position.