General Description of the Job Class

The Assistant Director, Talent Care Center, is responsible for leading the HR Shared Services operating model for Duke University Health System. This role provides strategic and operational oversight of end-to-end HR service delivery across the employee and clinician lifecycle, ensuring services are scalable, compliant, data-driven, and centered on an exceptional employee and leader experience.

The Assistant Director leads, coaches, and develops a high-performing Shared Services team, setting clear expectations and fostering a culture of accountability, service excellence, and continuous improvement. This role proactively identifies and resolves complex operational issues, drives process optimization and standardization, and partners closely with stakeholders to deliver a consistent, efficient, and customer-focused shared services model.

Key areas of accountability include shared services service delivery models, process design and standardization, operational metrics, technology enablement (e.g., case management systems, HRIS, automation), and risk management. The Assistant Director leads a multi-layered Talent Care Center leadership team responsible for managing high service volumes, improving quality and efficiency, and sustaining operational excellence across a complex, regulated environment.

This role partners closely with HR Business Partners, Centers of Excellence, Payroll, Finance, IT, and TCC leadership to translate strategy into disciplined operational execution. The Assistant Director ensures HR Shared Services operations are audit-ready, policy-aligned, and continuously evolving to meet organizational needs.

Duties and Responsibilities of this Level

End-to-End HR Service Delivery

• Provide operational leadership and oversight for the delivery of high-volume transactional and consultative HR services, including onboarding, job and appointment changes, compensation actions, leave administration, and offboarding.
• Ensure HR services are delivered accurately, timely, and consistently in accordance with Duke University Health System policies, federal and state employment laws, and Joint Commission standards.
• Act as the senior escalation point for complex, high-risk, or sensitive employee and leadership issues, ensuring resolution aligns with policy, legal guidance, and organizational values.

People Leadership & Workforce Optimization

• Lead, coach, and develop a multi-layered Talent Care Center leadership team in a high-volume, complex operational environment.
• Establish clear performance expectations and accountability aligned with service delivery, quality, efficiency, and experience outcomes.
• Drive workforce planning and capacity management through forecasting, workload analysis, role clarity, and staffing optimization to effectively manage variable service demand.

Process Design, Standardization & Continuous Improvement

• Own the design, documentation, and optimization of Shared Services workflows to drive standardization, reduce variability, and enable scalability.
• Lead continuous improvement initiatives to reduce errors, rework, and cycle times while improving customer satisfaction and service consistency.
• Ensure development and maintenance of SOPs, job aids, knowledge articles, and training materials to support consistent execution and knowledge transfer.

Technology Enablement & Service Innovation

• Partner with HR Technology and IT teams to optimize and continuously improve HR systems, including case management platforms, HRIS functionality, workflow tools, and automation solutions.
• Translate operational requirements into system enhancements that improve efficiency, data integrity, and user experience.
• Promote adoption of digital service delivery capabilities that improve transparency and self-service while maintaining service quality.

Data Analysis, Metrics & Performance Management

• Build and sustain a metrics-driven Shared Services operation using KPIs such as but not limited to case volume, turnaround time, quality, first-contact resolution, and customer satisfaction.
• Analyze trends and operational data to proactively identify risks, bottlenecks, and improvement opportunities.
• Provide regular operational reporting and executive-level insights to support informed decision-making and continuous improvement.

Cross-Functional Partnership

• Develop and maintain strong consultative relationships with HR Business Partners, Centers of Excellence, Payroll, Finance, IT, Legal, Compliance, and business leaders.
• Assess organizational needs, prioritize requests, and co-develop operational solutions that balance enterprise standardization with business responsiveness.
• Support enterprise change initiatives by assessing operational impact, leading readiness planning, and reinforcing adoption of new processes and systems.

Minimum Qualifications

Education

Bachelor's Degree in Human Resource, Business or related field is required. Master's Degree in in Human Resource, Business or related field preferred.

Experience

• Five years of work experience in a human resources field required.
• Seven (7) or more years preferred) of progressive experience in HR Operations, HR Shared Services, or large-scale service delivery environments.
• Demonstrated leadership experience managing teams in complex, high-volume operational settings.
• Proven experience with HR service delivery models, process improvement, and operational governance.

Degrees, Licensures, Certifications

• None required.
• SHRM-CP/SCP, Lean, Six Sigma, or similar certifications preferred.

Knowledge, Skills, and Abilities

• Strong experience using data and metrics to manage performance and drive operational decisions.
• Demonstrated ability to balance strategic planning with tactical execution in a fast-paced environment.
• Advanced knowledge of employment laws and regulatory requirements impacting HR operations.
• Experience collaborating across HR functions, including HRBPs, Talent Acquisition, Compensation, Benefits, and Employee Relations.
• Proven leadership, coaching, and change management skills.
• Strong organizational, analytical, and problem-solving capabilities with the ability to manage competing priorities.
• Proficiency with HRIS platforms, case management systems, and standard productivity tools (e.g., Microsoft tools, Excel, PowerPoint, ServiceNow, SAP, Absence resources).