Manager, Human Resources Employee Experience

Overview

As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, integrity, quality and trust that are integral to our mission. EO/AA

This position is responsible to manage the operations of a centralized team of Human Resources Employee Experience Associates that provides centralized HR services to managers, business partners and employees on issues related to shared services within University of Utah Health Human Resources. Will provide consultation and oversight on transactional actions related to Human Resources support for organization related to recruitment, on-boarding, training, compensation, benefits, operations, and leave management. Will be the resident expert with shared service processes that utilize both IT and HRIS systems. Ensures compliance regulations and policies applied by each human resources team comply with policies and procedures within the organization and outside federal, state and local regulations, including EEO, FMLA, and FLSA. Assists in the development of goals and tracks performance against key indicators, assesses departmental performance, and implementation for process improvements or enhancements. The incumbent assists and guides the team in the application/operations of HR programs to departmental operations. Answers employee/candidate/business partner’s questions about HR policies and offerings, and ensures alignment to other Human Resource divisions strategies.

Corporate Overview: The University of Utah is a Level 1 Trauma Center and is nationally ranked and recognized for our academic research, quality standards and overall patient experience. Our five hospitals and eleven clinics provide excellence in our comprehensive services, medical advancement, and overall patient outcomes.

Responsibilities

Essential FunctionsAccountability:

• Reports to the Senior Director Employee Experience, and engages in, supports, and develops strategic initiatives within Hospitals and Clinics. May interface and collaborate with Academic Health Sciences Human Resources, and main Campus on shared initiatives.
• Fosters a team with two levels of Employee Experience Associates who are focused on customer service, accountable to each other and the health system, and have an eye for toward efficiency and innovation.
• Oversees transactional actions related to Human Resources support for organization related to recruitment, on-boarding, compensation, benefits, operations, and leave management.
• HR Service Delivery for all human resource departments to coordinate day-to-day business operations for benefits, compensation, recruitment, leave management, and employee experience support team.
• Ability to use excellent judgment while working with multiple priorities and deadlines in a fast-paces environment.
• Complies with Federal, state and local legal regulations including EEO, FMLA, and FSLA within control processes and procedures.
• Responsible to work to resolve escalated conflicts within team, other HR areas, staff, and leaders across the healthcare system.
• Administers the Service Center email, voice-mail and ticketing system in-boxes with other shared departments.
• Execute reporting on operational efficiency and Service Center metrics.
• In-depth analysis and issue resolution of various IT and HR Systems, identify areas for system enhancements, efficiencies in manual operational processes and implement change management for those identified solutions.
• Manages HR's physical space needs, including relationship with building manager and non-hardware supplies (e.g., paper, office supplies, break room supplies, etc.).

Collaboration:

• Contributes as a key member of the human resource leadership team and other committees addressing various strategic outcomes and initiatives.
• Supports innovation both within the HR, and may participate in other initiatives across the organization.
• Accountable as the "resident expert" for the Employee Experience Associate team; if escalated from team, finds resolution or suitable escalation/redirection for employee and leader inquiries regarding Hospitals and Clinics HR or other areas (e.g., IT, payroll, tax services, etc.).
• Demonstrates leadership in making difficult decisions by establishing high trust and credibility with the business leaders.
• Ability to foster teamwork, excellent people skills, excels at building relationships and representing the organization externally, in an articulate and knowledgeable manner.
• Builds a collaborative, safe space for Employee Experience Associates to share information and learn.

Communication:

• Proactively engages with all internal and external business partners to achieve plan goals and organization business objectives.
• Effective communicator and motivator, who is a knowledgeable and respected individual and can communicate and influence various levels of the organization.
• Ability to translate strategy into clear, concise and actionable initiatives and action plans.

Technical Development:

• Oversees management, confidentiality, maintenance and security of employee records and files assuring all necessary documents are completed in a timely manner and securely maintained in an orderly fashion and in compliance with organization polices, and Federal and state guidelines.
• Participates with HRIT and IT systems to design, implement and support and leverage technology by adopting best practices to improve overall HR efficiencies and systems for human resources shared services and business processes.

Financial Management

• Manages labor and non-labor budget for the Employee Experience Associates and related spending.
• Assists in the development of metrics, dashboards and reports in relation to business needs and objectives.

Quality / EPE

• Directs interdisciplinary projects which have an impact on the overall operation and strategic direction of the department including developing strategies consistent with the Universities continuous quality improvement program.
• Manages and promotes continuous process improvements in assigned area(s). Analyzes data to identify and recommend new processes, procedures and system improvements within the business operation.
• Identifies and recommends strategies to streamline and improve operational efficiencies.

Performance Management

• Responsible to provide leadership on project objectives, meeting the operational goals and deliverables for all projects assigned.
• Responsible to manage and resolve any business and/or professional conflicts in a proactive manner and to reach resolutions in a timely manner.
• Provides feedback on performance, including on-time appraisals and coaching, when appropriate.
• Anticipates and responds appropriately to new demands, priorities, challenges, or obstacles.

Relationships and Engagement

• Actively engages staff with updates and news as well as involving staff in decisions and work teams.
• Forms positive associations with staff, peers, and senior leadership to support the mission, vision, values, and performance standards of the organization.
• Responsible for upholding PROMISE standards in all internal and external interactions.

Knowledge / Skills / Abilities

• Ability to perform the KPIs of the position, as outlined above.

• Demonstrated leadership, human relations, and effective communication skills.

• Knowledge of hospital business operations and demonstrated strategic planning skills.

• Knowledge of budgeting practices, reporting analysis, and forecasting.

• Knowledge of information technology, data analysis and other efficiency tools.

Qualifications

Required

• Bachelor’s degree in Business Administration, Health Care Administration, or related field, or equivalency.
• Four years of progressive leadership, experience with matrix organizations, or equivalent experience.

Qualifications (Preferred)

Preferred

• Master’s degree in Health Care Administration, Business Administration, or a related area.

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation.

• This is a sedentary position in an office setting that may exert up to 10 pounds and may lift, carry, push, pull or otherwise move objects. This position involves sitting most of the time and is not exposed to adverse environmental conditions.

Physical Requirements

Carrying, Climbing, Color Determination, Crawling, Far Vision, Lifting, Listening, Manual Dexterity, Near Vision, Non Indicated, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching, Tasting or Smelling, Walking