The HR Services Team Lead is responsible for overseeing and coordinating the daily operations of the HR Service Delivery area, ensuring team members are effectively engaged and supported in their roles. This role serves as The HR Services Team Lead has working knowledge of multiple human resource disciplines, including intimate knowledge of the employee life cycle. This role collaborates with the HR Solutions Manager to identify training needs, create engaging learning materials, and facilitate training sessions that promote best practices in HR Service Delivery. The HR Services Team Lead works closely with the HR Centers of Expertise to provide accurate and timely resolution on moderate to complex team member inquiries.

Essential Job Functions

• Oversee the daily operations of the HR Service Delivery areas, assisting leadership with efficiency and effectiveness of services being provided.   

• Monitor and evaluate the quality of service provided by the HR Service Specialists to ensure compliance with company policies and standards.   

• Identify opportunities for process enhancements to improve efficiency and customer satisfaction within the HR Service provided.   

• Facilitate training programs for new hires and ongoing development for existing staff to maintain high levels of knowledge and service quality.      

• Acts as an escalation point for complex employee inquiries or issues, providing guidance and solutions.   

• Develops and executes best practices including documentation of process and procedures for HR related programs including but not limited to areas such as compensation, benefits, leave of absence, performance, and talent management, etc. 

• Works closely with HR Functions to ensure seamless service delivery and alignment with organizational goals.   

• Oversees the use of HR Technology Systems, to manage inquiries and track performance ensuring optimal functionality and efficiency. 

• Provide assistance for HR4U phone coverage as needed.   

• Monitors and ensures the organization’s compliance with federal, state, and local employment laws and regulations, and recommended best practices; reviews and modifies policies and practices to maintain compliance. 

• Performs other duties as assigned and/or participates in special projects in order to support the mission of VCUHS and department. 

Patient Population

Not applicable to this position. 

Employment Qualifications 

Required Education: 

High School Diploma or Equivalent.

Preferred Education: 

Bachelor’s degree preferred.   

Licensure/Certification Required: 

Licensure/Certification Preferred:

Minimum Qualifications

Years and Type of Required Experience:

5 years’ experience in a role requiring customer interaction and problem solving;

2 years of human resources experience. 

Other Knowledge, Skills and Abilities Required: 

• Demonstrated effective administrative and interpersonal management skills. 

• Excellent Customer Service Skills.  

• Strong attention to detail. 

• Experience with software programs and databases, including MS Office (Outlook, Word, Excel, PowerPoint, Visio)  

• High degree of flexibility, confidentiality, diplomacy, and tact 

Cultural Responsiveness 

Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias

Other Knowledge, Skills and Abilities Preferred:

Work independently with minimal supervision yet exhibits good judgement in seeking guidance and direction from HR Leadership as necessary.

Working Conditions

Periods of high stress and fluctuating workloads may occur. 

General office environment. 

Physical Requirements 

Physical Demands: Lifting/ Carrying (0-50 lbs.) 

Work Position: Sitting

Additional Physical Requirements/ Hazards  

Physical Requirements: Hear alarms/telephone/tape recorder, Reach above shoulder, Repetitive arm/hand movements 

Hazards: None

Mental/Sensory – Emotional

Mental/Sensory: Strong Recall, Reasoning, Problem Solving, Hearing, Speak Clearly, Write Legibly, Reading, Logical Thinking 

Emotional: Steady Pace, Frequent and Intense Customer Interactions, Able to Adapt to Frequent Change

EEO Employer/Disabled/Protected Veteran/41 CFR 60-1.4.