Director - HR Operations & Services (5319)

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Location: Hybrid - Voorhees, NJ

Job Type/Status: Full Time

Salary: $82,000 annually

Position Summary

The Director, HR Operations & Services leads the development and delivery of high-quality HR operations and employee support services for Center For Family Services. Reporting to the Vice President of Human Resources, this role is responsible for oversight of benefits, employee leaves and accommodations, personnel data and records, operational compliance, vendor coordination, the HR service delivery and ticketing, and continuous improvement across a large, complex, multi-site organization.

Duties and Responsibilities:

HR Operations and Service Delivery

- Lead day-to-day HR operations and employee service delivery, ensuring timely, accurate, consistent, and compliant responses and transactions.

- Own HR service-delivery standards, workflows, coverage, documentation, escalation, and continuous improvement.

- Oversee the HR ticketing system, assignment, service levels, reporting, aging, resolution quality, and recurring-theme analysis.

- Partner with HR Generalists and functional leaders to ensure accurate employee data, records, job changes, status changes, and other HR transactions.

- Identify operational bottlenecks, handoff failures, recurring inquiries, and service risks; implement sustainable improvements.

Employee Leaves and Accommodations

- Lead and supervise administration of FMLA, NJFLA, ADA, PWFA, workers' compensation coordination, disability, personal leave, and related federal and state requirements.

- Serve as escalation point for complex leave, accommodation, return-to-work, fitness-for-duty, interactive process, and benefit-continuation matters.

- Ensure timely communication, documentation, tracking, case milestones, confidentiality, and consistent application of policies and legal requirements.

- Partner with occupational-health providers, benefits partners, and program leaders when specialized guidance or coordination is needed.

- Monitor leave and accommodation activity, timeliness, trends, workload, and service quality; recommend improvements and preventive education.

Benefits Administration

- Lead benefits administration and supervise the Benefits Specialist, ensuring accurate enrollment, changes, eligibility, employee support, and issue resolution.

- Partner with the CHRO, VP of HR, Finance, brokers, carriers, and vendors on renewals, open enrollment, communications, invoices, audits, reporting, and compliance.

- Serve as escalation point for complex benefits matters and ensure responsive employee and vendor follow-through.

- Monitor benefit processes, utilization, service issues, errors, and employee questions to strengthen experience and operational control.

HR Data, Records, Systems, and Compliance

- Ensure the accuracy, completeness, security, retention, and audit readiness of personnel data, records, and HR operational documentation.

- Partner with HRIS stakeholders on data standards, workflow design, testing, reporting, access, controls, system adoption, and issue resolution.

- Produce dashboards and reports on service delivery, benefits, leaves, accommodations, data quality, records, tickets, and operational compliance.

- Create, maintain, and improve HR operations SOPs, process maps, templates, employee communications, quality controls, and knowledge resources.

Employee Relations Partnership

- Refer employee relations concerns, complaints, investigation matters, and corrective-action consultation to the Director, Employee Relations in accordance with established intake and escalation protocols.

- Provide operational records, leave or benefit context, policy information, HRIS data, and other relevant support for ER reviews and investigations.

- Coordinate implementation of approved employment actions, status changes, benefits or leave implications, records updates, and employee communications within assigned operational scope.

- Consult with the VP of HR and Director, Employee Relations when operational matters involve potential policy, consistency, retaliation, discrimination, conduct, or other ER risk.

- Use ER trend findings to strengthen operations, policy implementation, manager resources, service practices, and preventive education. This role does not serve as the primary owner of formal investigations but may conduct routine ER investigations and provide routine consultation with program leaders on employment matters.

Team Leadership and Cross-Functional Partnership

- Lead, coach, develop, and hold accountable (currently) the Benefits Specialist, HR Personnel Specialist, and HR Generalist supporting services and operations.

- Set clear service, quality, timeliness, documentation, and performance expectations; balance workload and ensure coverage and cross-training.

- Partner with HR, program, Finance, IT, Quality Improvement, Payroll, and vendor stakeholders to resolve issues and improve employee service.

- Foster a culture of service excellence, sound judgment, accountability, confidentiality, collaboration, and continuous improvement.

Qualifications

- Bachelor's degree in human resources, Business Administration, or related field or related work experience required.

- HR certification (PHR, SPHR, SHRM-CP, SHRM-SCP) preferred.

- 7+ years of progressive HR experience with at least 3 years in HR operations leadership.

- Strong working knowledge of federal and New Jersey leave, accommodation, benefits, wage-and-hour, records, privacy, and employment-compliance requirements.

- Experience managing HR systems, employee-service workflows, vendors, data quality, reporting, and compliance in a complex, multi-site environment.

- Proven ability to handle sensitive employee relations matters with discretion and professionalism.

- Strong organizational, analytical, and communication skills.

- Demonstrated ability to lead and execute large-scale, multi-phase HR projects from planning through completion in a complex, multi-site organization.

- Nonprofit or mission-driven sector experience a plus.

Benefits:

At the Center for Family Services our employees are our greatest resource and we are committed to investing in our staff. We offer a competitive benefits package as well as ongoing resources that will support staff on their personal and professional journey.*

• Excellent paid time off (PTO) program, including vacation, sick, personal, and holiday
• 401k Plan
• Medical insurance plan options
• Dental & Vision Insurance
• Prescription Insurance
• Life Insurance
• Flexible Spending Accounts
• Health & Wellness Activities
• Ongoing Training & Professional Development Opportunities
• Opportunity for advancement