Director Human Resources Operations

Responsibilities

• Leadership & Operating Model
• Provide day-to-day leadership, coaching, and performance management for the HR operations and service delivery team
• Define and evolve the HR service delivery operating model, including tiered support, escalation paths, and clear roles and responsibilities across HR and IT partners
• Oversee vendor and partner performance (as applicable) and ensure services are delivered to agreed standards and controls
• HR Service Center (HRSC) Leadership
• Lead and continuously improve HR Service Center operations, evolving from transaction processing to a proactive, technology-enabled service model
• Define service standards and manage performance through SLAs, KPIs, and operational reviews; identify trends and remove root causes of defects and rework
• Own case management, workflow, and knowledge management capabilities (e.g., ServiceNow) to increase self-service, improve resolution quality, and reduce repeat contacts
• Expand and optimize digital HR experiences and self-service tools for employees and managers, including guided support and knowledge-centered service
• Ensure accurate, timely execution of HR lifecycle transactions (e.g., onboarding, job changes, offboarding), with clear handoffs, controls, and continuous improvement
• Maintain and communicate a clear HR service catalog and tiered support model to ensure consistent intake, routing, and resolution
• Establish voice-of-customer and quality monitoring practices (e.g., CSAT, case audits, and knowledge health) to continuously improve service
• HR Project Management (PMO)
• Build and lead HR PMO governance, including intake, scope definition, prioritization, and decision-making forums
• Implement a standardized intake and prioritization framework and maintain roadmap visibility to support quarterly planning and trade-off decisions
• Manage an integrated portfolio of HR initiatives aligned to enterprise strategy, proactively surfacing risks, dependencies, and resourcing needs
• Drive delivery rigor across HR projects (plans, milestones, communications, and issue resolution) to ensure timely execution and clear accountability
• Implement resource planning and benefits tracking to measure outcomes and value realization, including post-implementation reviews
• HR Data, Analytics, & Insights
• Set the HR data and analytics strategy, including governance, definitions, data quality standards, and reporting cadence
• Establish data stewardship roles and standard definitions to promote a single source of truth across HR reporting and analytics
• Deliver standardized dashboards and performance insights across HR functions to support leader decision-making
• Analyze workforce trends and drivers to surface implications, opportunities, and risks for HR and business leaders
• Enable predictive and scenario-based analytics to support workforce planning and strategic initiatives
• Translate complex information into clear executive narratives, recommendations, and action plans
• Process Excellence & Continuous Improvement
• Lead end-to-end process redesign across the HR lifecycle to improve cycle time, quality, and customer experience
• Establish a continuous improvement cadence using case/ticket analytics and root cause analysis to prioritize and validate improvements
• Standardize and simplify workflows, reducing variation and strengthening controls and documentation
• Drive automation and operational efficiency initiatives that reduce manual work and enable scale
• Risk, Compliance & Controls
• Ensure HR operations comply with internal policies, regulatory requirements, and audit standards through disciplined execution and monitoring
• Support privacy-by-design practices for HR processes, including appropriate access controls, data handling, and audit readiness
• Design and maintain sustainable process controls, documentation, and SOPs to support audit readiness and consistent service delivery
• Partner with Legal and Compliance to proactively identify risk, close control gaps, and implement corrective actions
• KNOWLEDGE, SKILLS, AND ABILITIES:
• Deep knowledge of HR operations, shared services models, and service delivery frameworks (including case management and knowle

Benefits

Additional Information

At SCP Health, what you do matters As part of the SCP Health team, you have an opportunity to make a difference. At our core, we work to bring hospitals and healers together in the pursuit of clinical effectiveness. With a portfolio of over 8 million patients, 7500 providers, 30 states, and 400 healthcare facilities, SCP Health is a leader in clinical practice management spanning the entire continuum of care, including emergency medicine, hospital medicine, wellness, telemedicine, intensive care, and ambulatory care. Why you will love working here: - Strong track record of providing excellent work/life balance. - Comprehensive benefits package and competitive compensation. - Commitment to fostering an inclusive culture of belonging and empowerment through our core values - collaboration, courage, agility, and respect.

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