Modified Entity :

Corporate Services Department :

HR Operational Excellence Location :

Penn Medicine Bala Cynwyd- 2

Bala Plaza Summary :

The Director, HR Service Delivery, is responsible for leading end-to-end HR Service Center operations across Tier 1 contact center and Tier 2 case-resolution functions. This role ensures operational excellence, service quality, employee experience, SLA achievement, and effective integration across HR service delivery channels. This role oversees consistent standards, effective workflows, and strong performance against service-level and employee experience expectations for Tier 1 and Tier 2. It manages workforce planning, staffing, and operational capacity to support reliable and scalable service delivery. The role ensures timely and effective resolution of complex and escalated inquiries, partnering with centers of expertise and HR leaders on policy interpretation and issue resolution. It monitors service trends, risks, and performance metrics to maintain operational stability. Additionally, it drives continuous improvement and partners with HR Service Operations and technology teams to enhance processes, workflows, and overall service efficiency.

Responsibilities :

Service Delivery Operations:

Lead Tier 1 and Tier 2 HR service operations. Establish operational standards, workflows, and performance expectations. Ensure SLA performance, service quality, and customer experience. Oversee staffing, workforce management, and operational capacity planning.

Escalation and Case Resolution :

Ensure effective handling of escalated and complex employee inquiries. Partner with COEs and HR leadership on policy interpretation and issue resolution. Monitor service trends and operational risks.

Continuous Improvement and Analytics :

Drive service optimization and process improvement initiatives. Monitor service metrics, dashboards, CSAT, and operational reporting. Partner with HR Service Operations and technology teams on workflow enhancements. Performs duties in accordance with Penn Medicine and entity values, policies, and procedures. Other duties as assigned to support the unit, department, entity, and health system organization.

Education or Equivalent Experience :

Bachelor's Degree is required. 7-10 years of HR operations, shared services, or service center leadership experience is required. We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives. Live Your Life's Work We are an Equal Opportunity employer. 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