The Manager of the HR Service Center at Dartmouth Hitchcock Medical Center oversees the daily operations of the HR Service Center (HRSC) and the HR case management system, ensuring timely responses to customer inquiries. They respond knowledgeably to a range of inquiries regarding HR policies, procedures, and programs, providing superior service to all Dartmouth Health employees.

This is an excellent opportunity for a candidate with a strong desire and appetite for initiating and driving change while overseeing our HR Service Center.  Managing a team of remote Associates, they will ensure quality in service, supporting the work of the service center and keeping up to date on the information and topics for which inquiries will be made. The successful candidate will be adept at establishing and maintaining relationships with internal and external stakeholders while understanding the unique requirements of the function to support the organization.

This is a full-time, fully remote position.  We are seeking candidates who are within a commutable distance to our Lebanon, NH, campus for occasional on-site meetings.

1. Leads with a strong customer service focus.
2. Builds a high-performing team by attracting, onboarding, coaching, and developing team members.
3. Leads case management performance and development.
4. Provides daily oversight of inquiries in the HR case management system to ensure cases are being addressed in a timely manner by the various operational areas within HR.
5. Identifies trends and develops strategies to improve system utilization.
6. Monitor key metrics to gauge success, such as employee satisfaction, development, retention, achievement of established excellence goals, and key performance indicators.
7. Creates metrics to inform business decisions and drive process improvements.
8. Leads the creation and maintenance of the knowledge base.
9. Responds to employee inquiries and requests (telephone, written, or electronic) by fully understanding the question or request, evaluating the need and/or urgency of the request, and either resolving the issue or referring it for resolution as needed. Answers questions regarding employment, payroll and employee benefits, policies and procedures and provides appropriate forms/guidance; refers particularly complex issues to a subject specialist as needed.
10. Performs other duties as required or assigned.

• Experience handling confidential information.
• Employee Call Center management experience preferred
• ServiceNow experience
• Experience using and managing customer relationship management software desired.
• Ability to work effectively with diverse groups, internal & external to the organization.
• Attentive to detail and demonstrated ability to work accurately with figures
• Excellent interpersonal and communication skills, with a demonstrated ability to interact effectively with a diverse range of people. Dedication to providing customer service.
• Ability to quickly learn and use a variety of software and database programs, perform gap analysis, and propose creative (software and process) solutions to increase efficiency and effectiveness.
• General knowledge of human resources policies and procedures.
• Demonstrated ability to exercise independent judgment and creative problem-solving skills.
• Ability to assess work priorities and meet deadlines.
• Experience leading a team.
• Bachelor’s degree or equivalent experience.

• None