HRSC Manager Job Listing at MedStar Medical Group in Olney, MD (Job ID req44091)

Description

General Summary of Position
The HR Solution Center (HRSC) Manager oversees the daily operations of the HR Solution Center, ensuring exceptional HR service delivery to 36,000 associates and leaders. This role is responsible for optimizing HR processes, enhancing service efficiency, and implementing quality assurance measures to improve associate and leader satisfaction and access to HR services. Focused on continuous improvement, the HRSC Manager identifies root causes of inefficiencies, minimizes rework, and standardizes HR service delivery for maximum effectiveness. This role serves as a key liaison between MedStar Leadership, Entity-Based HR, and Centers of Expertise (COEs), ensuring alignment with organizational expectations and advocating for associates, leaders, and other stakeholders to enhance the overall HR experience. Leveraging HR Service Delivery Software, Contact Center Technology, workforce management tools, and self-service platforms, the HRSC Manager optimizes case management, workflow automation, and omnichannel communication. Leading a team of HR Advisors, this role fosters a high-performance culture centered on service excellence and continuous improvement. Additionally, the HRSC Manager prepares productivity and quality assurance reports to track individual and team performance and supports the implementation of strategic HR initiatives and projects. By collaborating with key business partners, stakeholders, and HR COEs, this role identifies inefficiencies contributing to case volume and rework, ensuring data-driven solutions that drive case deflection, process optimization, regulatory compliance, and operational efficiency.

Primary Duties and Responsibilities

Minimum Qualifications
Education

• Bachelor's degree Business, Communications, or related field required
• Master's degree preferred

Experience

• 5-7 years Experience in a HR Shared Services role or strong HR generalist/business partner experience. Experience in HR implementation and streamlining workflows or 5-7 years Experience in HR service delivery, employee experience, or customer service related work. Prior exposure to contact center operations with supervisory and training experience required, preferably within a customer service setting required
• 3-4 years Managed a team of employees providing training, coaching, and career development required

Licenses and Certifications

• SHRM certification preferred

Knowledge, Skills, and Abilities

• Deep and proven experience as a seasoned HR professional offering mentorship and educational support to all HRSC Advisors for the purpose of resolving as many complex cases as possible within the HRSC center of expertise.
• Ability to quickly collaborate with HR Content and Engagement to create appropriate content to feed the self-service channels for case deflection and timely and accurate dissemination of new and urgent information.
• Strong leadership, coaching, and performance management skills.
• Strong experience with HRSD ServiceNow and Webex Contact Center (or similar HR case management and contact center platforms).
• Proven ability to drive process improvements, leverage technology, and implement best practices in service delivery.
• Excellent understanding of customer service concepts and contact center operations.
• Demonstrated ability to work in a fast-paced, often high-pressure environment.
• Excellent problem-solving, communication, and stakeholder management abilities.
• Data-driven mindset with proficiency in analytics, reporting, and performance measurement.
• Strong skills in uisng Microsoft Office desktop applications including TEAMS.


This position has a hiring range of $89,086 - $152,027