Pennsylvania Medicine

Director HR Service Delivery

Pennsylvania Medicine$110K — $130K *
Business Services
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree required
  • 7-10 years in HR operations or service center leadership
  • Experience in shared services or HR service delivery
  • Strong background in performance metrics and service quality management
  • Proven ability to manage complex employee inquiries and escalations

Responsibilities

  • Lead Tier 1 and Tier 2 HR service operations
  • Establish operational standards and workflows
  • Ensure SLA performance and high-quality customer experience
  • Oversee workforce management and operational capacity planning
  • Handle escalated and complex employee inquiries
  • Collaborate with HR leadership on policy issues
  • Drive service optimization and continuous improvement initiatives

Benefits

  • Comprehensive compensation and benefits program
  • Prepaid tuition assistance program
  • Focus on employee health and wellness
  • Engagement with mission-driven organization
  • Opportunities for professional growth and development
Full Job Description
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.

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About Pennsylvania Medicine

The University of Pennsylvania is a private Ivy League research university in Philadelphia. It is the fourth-oldest institution of higher education in the United States and is ranked among the highest-regarded universities by numerous organizations and scholars. While the university dates its founding to 1740, it was created by Benjamin Franklin and leading Philadelphia citizens in 1749 . The University has four undergraduate schools as well as twelve graduate and professional schools. Schools enrolling undergraduates include the College of Arts and Sciences, the School of Engineering and Applied Science, the Wharton School, and the School of Nursing. Among its highly ranked graduate schools are its law school, whose first professor wrote the first draft of the United States Constitution, its medical school, the first in North America, and Wharton, the first collegiate business school. Penn's endowment is US$20.7 billion, putting it amongst the wealthiest academic institutions in the world, and its 2019 research budget was $1.02 billion. Penn was one of nine colonial colleges chartered before the U.S. Declaration of Independence when Benjamin Franklin, the university's founder and first president, advocated for an educational institution that trained leaders in academia, commerce, and public service. The campus, in the University City neighborhood of Philadelphia, is centered around College Hall, and notable landmarks are Houston Hall, the first modern "student union", and Franklin Field, the first double-decker college football stadium. Penn also is the home of the Morris Arboretum, the official arboretum of the Commonwealth of Pennsylvania, which is located 15 miles northwest of the campus, in the Chestnut Hill section of Philadelphia. The university's athletics program, the Quakers, fields varsity teams in 33 sports as a member of the NCAA Division I Ivy League conference.
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