Manager Human Resources Shared Services

• Meets expectations of the applicable OneCHRISTUS Competencies: Leader of Self, Leader of Others, or Leader of Leaders
• Leads, coaches, and develops a team of HR Shared Services Specialists and Analysts to ensure timely and accurate resolution of HR inquiries and transactions
• Works directly with HR COE Leadership to identify priorities and drive related programs and initiatives
• Uses data to inform decisions and processes and influence stakeholders to create scalable programs and processes that drive results
• Conducts end-to-end analyses and evaluation of programs and processes, bringing together facts, analysis, and judgment to identify pain points and take appropriate action or to proactively identify areas of opportunity
• Provides specialized support for high-impact system projects, including leading customized meeting facilitation and assisting with strategic planning
• Delivers a positive HR Shared Services experience for all CHRISTUS Associates and HR Strategy team members through continuous communication, follow-up, and engagement throughout the process
• Responsible for ensuring the effectiveness of the HR Shared Services team
• Plans and executes multiple initiatives against project plans, change management, and go-live plans
• Tracks initiative outcomes, taking lessons learned to expand, improve, and build scalable processes
• Oversees daily operations of the HR Shared Services team, ensuring alignment with organizational goals and service level agreements (SLAs)
• Defines and monitors performance metrics, analyzes trends, and implements process improvements to enhance service delivery and operational efficiency
• Regularly monitors interactions of HR Shared Services team members with Associates via phone monitoring, chat review, or other alternatives
• Provides real-time feedback regarding outstanding performance and opportunities for improvement
• Consistently seeks feedback from HR Strategy teams regarding the level of service they and their Associates are receiving, seeking out ways to improve their experience
• Serves as a subject matter expert in HR systems (Infor, ServiceNow, Avaya) and ensures data integrity across platforms
• Collaborates with HR COEs, Legal, Payroll, and other departments to resolve complex issues and ensure consistent policy application
• Manages specialized HR programs supported by the team, including Kudos recognition, MYCL communications, bonus recoupment, and incentive payouts
• Oversees MYCL communication to all Associates, including email and text messages, for routine communication as well as emergent communication, such as time-sensitive weather-related messages
• Ensures compliance with healthcare regulations, data privacy standards, and internal policies
• Supports knowledge base development and documentation of standard operating procedures
• Leads change management initiatives and promotes the adoption of self-service tools and digital HR solutions
• Fosters a culture of continuous learning, professional development, and customer service excellence
• Participates in strategic planning and drives HR Shared Services roadmap and innovation efforts
• Provides accurate and efficient service under the pressure of constant deadlines
• Organizes tasks effectively and establishes priorities
• Gathers data, consistently tracks metrics, and prepares reports as required
• Enables and assists with continuous improvement and transformation
• Oversees aspects of HR shared services, including but not limited to Associate data entry, data research, customer service, system and process optimization & compliance analytics
• Maintains a strong, cohesive, and congenial collaboration between all COEs of Human Resources
• Maintains a high level of discretion and professionalism when handling sensitive information
• Consistently demonstrates skills in human resources management and effective leadership

• Bachelor’s degree in Human Resources, Business Administration, or related field required
• Master’s degree preferred
• 5–7 years of progressive Human Resources experience required
• 1-2 years in a leadership or supervisory role within Shared Services or HR operations required
• Strong leadership, team development, and collaborative capabilities
• Advanced proficiency in HRIS systems (Infor), case management tools (ServiceNow), and communication platforms (Avaya)
• Excellent analytical, problem-solving, and project management skills
• Exceptional written and verbal communication
• Ability to manage multiple priorities in a fast-paced environment
• Must have the ability to focus, as demonstrated through administrative efficiency
• Must have effective communication skills to build sustainable working relationships throughout the organization
• Must be able to present ideas and recommend solutions

Master’s degree preferred