• Be responsible for leadership and strategic direction, including coaching and development, as well as creating a culture of continuous improvement using data, customer satisfaction and efficiency. 

• Collaborate with executive level management in the development of performance goals and long-term HR Service Center operational plans. 

• Build relationships with key stakeholders to enable transparent communication and drive clarity for the HR Service Center team. 

• Manage department staffing and capacity planning. Guide Service Center managers and caregivers to accomplish objectives, holding high expectations for self and others. Monitor and evaluate activities of center caregivers and provide on-the-job training and retraining as necessary to ensure operational efficiency and adherence to policies and procedures to drive caregiver engagement. 

• Partner collaboratively with key stakeholders in the Caregiver Office, including HR Services, Total Rewards, HRIS, Talent Acquisition, and others. Oversee the establishment of key Service Level Agreements, quality targets and Key Performance Indicators. Drive alignment between HRIS and HR Shared Services to drive optimization of HR Shared Services technologies. Deploy adequate resources to consistently meet or exceed customer expectations at the lowest possible cost. Work with business leaders, HR leaders, and HR Operations leads to utilize the HR service delivery capabilities at their fullest potential and establish standards and practices. 

• Lead the Design Team and identify opportunities for cost reduction and efficiency gains. Implement strategies to optimize content creation and delivery, ensuring cost effectiveness without sacrificing quality. Establish and monitor content production, identifying areas for cost savings. Lead a structured approach to drive continuous improvement activities, along with implementing process improvement initiatives. Implement, manage and evaluate operation processes and procedures, in accordance with the standards and procedures set out by the organization. 

• Use analytical skills to evaluate large amounts of call center data, establish strategic goals, develop performance metrics, and create scorecards to measure the effectiveness of the HR service center. Maximize HR service center efficiency and productivity through extensive performance analysis and stakeholder feedback. Communicate to executive leadership on HR Service Center performance and quality metrics. Provide data-backed recommendations to improve caregiver experience and implement process improvements. 

• Lead Caregiver Office initiatives as assigned. Responsible for making effective decisions, creating project plans, setting targets for milestones, and adhering to deadlines. Serve as the point of contact for project teams and ensures team collaboration. Communicate with Executive Leadership and Senior Leadership on project status and goals. Meet with team members for status reports and tracking of issues, updating key stakeholders on the project’s progress, and adjusting the project plan based changing factors. Provide input in the communication materials such as job aids, instructional videos, online content, and presentations. Coordinate the gathering of information and organizing of information to share with key stakeholders and leaders. 

Minimum qualifications for the ideal caregiver include: 

• Bachelor’s degree in a related field 

• Seven years of professional and functionally relevant experience, including three years of demonstrated management experience 

• Master’s degree may offset two years of experience 

• Oral and written communication in English 

• Proven leadership skills and excellent written and oral communication skills 

Preferred qualifications for the ideal caregiver include: 

• Master’s degree in a related field (can substitute for two years of experience) 

• Professional in Human Resources (PHR) or Senior Professional in Human Resources (SPHR) certification 

• Call center management experience in customer relations, sales administration or high-touch service environment 

Our caregivers continue to create the best outcomes for our patients across each of our facilities. Click the link to see how we provide what matters most to you: https://jobs.clevelandclinic.org/benefits-2/