Ardent Health Services

Manager, HR Shared Services

Ardent Health Services • $80K — $95K *
Brentwood, TN 37027In-Person
Business Services
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree in HR, Business Administration or related field
  • 5+ years of progressive HR experience, especially in HR Shared Services
  • Demonstrated people management or leadership experience
  • Strong understanding of HR life cycle processes
  • Proven ability to manage service and quality metrics
  • Proficiency with HRIS platforms and Microsoft Office

Responsibilities

  • Supervise and coach HR Representatives to ensure service excellence
  • Foster a culture of accountability and customer-focused service
  • Support onboarding, training, and development of team members
  • Manage case volume and resolution to meet service-level agreements
  • Monitor phone queues and response times for service standards
  • Establish quality standards for HR interactions and documentation
  • Track performance metrics and customer feedback for operational improvements

Benefits

  • Opportunity for continuous improvement initiatives
  • Collaboration with HR Centers of Excellence and stakeholders
  • Focus on employee development and training
  • Engagement in process standardization and transformation
  • Access to HR knowledge resources and documentation
Full Job Description
POSITION SUMMARY:

The Manager, HR Shared Services (OneSource) is responsible for leading and managing a team of HR Representatives who deliver centralized HR support across the enterprise. This role ensures high-quality, consistency, and timely HR service delivery, with a primary focus on preboarding new hires and transfers, case management, phone queue management, and end-to-end employee life cycle support. The Manager is accountable for managing quality standards, service-level expectations, and enterprise standardization, while driving continuous improvement across processes, tools, and employee experience.

Responsibilities

  1. Supervises and coaches HR Representatives within the OneSource HR Shared Services team by providing day-to-day leadership, workload prioritization, and performance management to ensure service excellence.
  2. Fosters a culture of accountability, continuous learning, and customer-focused service delivery.
  3. Supports onboarding, training, cross-training, and development of team members across all HR life cycle events.
  4. Manages case volume, intake, prioritization, and resolution to meet defined service-level agreements (SLAs).
  5. Monitors and manages phone queues and response times, ensuring appropriate coverage and adherence to service standards.
  6. Establishes and manages quality standards for HR Shared Services, including review of cases, documentation, and employee interactions.
  7. Ensures consistent application of HR policies, procedures, and practices across the enterprise.
  8. Partners with HR leadership to implement and sustain standardized processes and enterprise best practices.
  9. Tracks and analyzes service-level performance, case metrics, quality indicators, and customer feedback to drive operational improvements, staffing recommendations, and process enhancements.
  10. Supports continuous improvement initiatives related to HR systems, workflows, and knowledge management.
  11. Maintains and continuously improves HR knowledge resources and documentation.
  12. Partners with HR Centers of Excellence, HR Business Partners, and other stakeholders to ensure alignment and seamless service delivery.
  13. Collaborates on HR system enhancements, implementations, and testing as needed.

Qualifications

Required Qualifications
  • Bachelor's degree in human resources, Business Administration, or a related field.
  • 5+ years of progressive HR experience, with exposure to HR Shared Services, HR Operations, or centralized service delivery.
  • Demonstrated people management or team leadership experience.
  • Strong knowledge of HR life cycle processes and HR service delivery models.
  • Proven ability to manage service levels, quality standards, and operational metrics.
  • Proficiency with HRIS platforms, case management tools, and Microsoft Office.


Preferred Qualifications
  • Experience in a shared services or call-center-style HR environment.
  • Experience leading teams through process standardization or transformation.
  • Familiarity with HR case management

About Ardent Health Services

Ardent Health Services is a healthcare company that operates hospitals and other healthcare facilities in the United States. The company was founded in 1993 and is headquartered in Nashville, TN. Ardent Health Services is committed to providing high-quality healthcare services to patients and their families. The company's mission is to improve the health of the communities it serves by providing compassionate, personalized care.
Learn more about Ardent Health Services
Size
30,000 employees
Industry
Healthcare
Founded
1993
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at Ardent Health Services

More Business Services Jobs

Find similar Manager, HR Shared Services jobs:

NationwideBrentwood, TN