Job SummaryThe Manager, HR Information Systems & Shared Services leads the HR Shared Services pillar within People and Culture, bringing together HRIS administration, benefits administration, and HR vendor management under a single, service-oriented function. This role is accountable not only for the organization's HCM system, but for the accuracy, timeliness, and quality of the transactional HR services that support every employee's experience.
This position will build and lead a shared services model, including a formal ticketing and triage system for HR requests that brings consistency, accountability, and continuous improvement to HRIS, payroll, and benefits operations. The Manager serves as the primary point of contact for HR technology and service vendors, leads HR systems and process improvement projects, and partners closely with payroll and the HRBP, Recruiting, and Learning & Development pillars of the People and Culture team and leads to ensure shared services meet the needs of the broader organization.
Essential Duties and ResponsibilitiesHR Shared Services Leadership- Lead and manage the HR Shared Services team, including HRIS, benefits, setting service standards, workflows, and accountability structures.
- Design, implement, and continuously improve a shared services ticketing and triage model for HR requests, establishing service-level expectations and monitoring resolution time, accuracy, and employee satisfaction.
- Serve as an escalation point for complex HRIS, payroll, and benefits issues, ensuring timely resolution and clear communication back to employees and leaders.
HRIS Administration- Design and maintain the HRIS and related systems in support of the organization's data management and reporting needs.
- Use coding and low-code tools to build forms and workflows that maintain data integrity, security, and controls.
- Ensure accuracy and integrity of organizational data within the HRIS and maintain system roles, users, and access.
- Serve as the organization's HCM superuser, maintaining knowledge of trends and developments in HCM providers and technology and sharing updates with stakeholders.
- Build and maintain the organization structure within the HRIS in keeping with established scheme and requests from Finance.
- Create standard and ad hoc queries or reports, and maintain the HR Dashboard, providing data summaries and statistical analysis for strategic planning and decision-making.
Benefits Administration- Oversee day-to-day benefits administration, including enrollment, eligibility, life events, and employee inquiries.
- Lead annual open enrollment planning and execution in partnership with benefits brokers and carriers.
- Ensure benefits compliance with applicable regulations, including ACA, COBRA, ERISA, and HIPAA.
- Manage relationships with benefits carriers and brokers, evaluating plan performance and identifying opportunities to improve value and employee experience.
Vendor and Project Management- Serve as the primary relationship owner for HRIS, payroll, benefits, and related HR technology vendors, including contract renewals, RFPs, and SLA management.
- Liaise between IT, Finance, and HR to maintain and optimize integrations between the HRIS and other organizational systems.
- Lead HR systems and process improvement projects, including HRIS configuration and implementation initiatives, from scoping through go-live.
- Serve as lead representative and liaison between HR, information services, external vendors, and other stakeholders on HCM design and implementation projects.
- Apply project management practices, timelines, milestones, risk tracking, etc. for shared services initiatives.
Compliance, Training, and Continuous Improvement- Ensure HRIS, payroll, and benefits systems are configured to meet compliance needs by working with subject matter experts and legal counsel.
- Provide training and end-user documentation for HRIS, payroll, and benefits processes.
- Follow and enforce established procedures for updating, validating, and correcting employee records and related HR data.
- Collaborate with People and Culture leadership to identify system and process improvements, applying change management practices to drive adoption.
Other Non-Essential Duties and Responsibilities- Participate in continuing education and development through user groups, webinars, and other development activities.
- Champions AI literacy across the People and Culture function by staying current on emerging HR technology and AI tools, evaluating opportunities for responsible adoption, and building team capability to use them effectively in daily workflows.
- Participate in various People and Culture projects as assigned.
- Other duties as assigned.
Core CompetenciesAnalytical: Uses logic and reasoning to break down and work through problems to arrive at desired outcomes; tests solutions based on what's been learned and assesses which approaches work.
Communicator: Distills complex processes into easy-to-understand steps, verbally or in writing, tailored to a wide variety of audiences.
Service-Oriented: Approaches HRIS, payroll, and benefits operations as a service to employees and leaders, prioritizing responsiveness, accuracy, and a positive employee experience.
Vendor and Relationship Management: Builds productive, accountable relationships with external vendors and partners, holding them to service and quality standards while maintaining collaborative working relationships.
Project Management: Plans, sequences, and drives cross-functional projects to completion, managing timelines, risks, and stakeholder communication.
Quality-Focused: Has a quality-first mindset; uses information and data to inform work and improve processes; adopts a blameless troubleshooting approach where not learning from a mistake is the only mistake.
QualificationsEducation- Bachelor's degree in Human Resources, Business Administration, Information Systems, or a related field preferred.
Experience- Demonstrated experience maintaining and optimizing the function of an HR system, including customization, configuration, and maintenance.
- Demonstrated experience with payroll processing and/or benefits administration, including compliance requirements.
- Experience managing vendor relationships and contracts, including RFP processes and SLA management.
- Experience leading projects or process improvement initiatives; formal project management training or certification (e.g., PMP, CAPM) preferred.
- Prior supervisory or team leadership experience preferred.
- Basic understanding of XML and low-code tools.
Working ConditionsThis job operates in a professional office environment. This role routinely uses standard office equipment. While performing the duties of this job, the employee is regularly required to speak and hear. The employee is frequently required to sit for extended periods of time, stand, walk, use hands and fingers, and reach with hands and arms. Travel and work outside of normal hours may be required for meetings, presentations, trainings, and other events.
Supervisory ResponsibilityThis position will supervise team members.
DisclaimerThis job description is not intended to be a complete list of all responsibilities, duties, or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of The Centers. Since no position description can detail all the duties and responsibilities that may be required from time to time in the performance of a job, duties and responsibilities that may be inherent in a job, reasonably required for its performance, or required due to the changing nature of the job shall also be considered part of the jobholder's responsibility.
