Director, HR Service Center

About Cedars-Sinai Since its beginning in 1902, Cedars-Sinai has evolved to meet the healthcare needs of one of the most diverse regions in the nation, continually setting new standards for quality and innovation in patient care, research, teaching and community service. Today, Cedars-Sinai is widely known for its national leadership in transforming healthcare for the benefit of patients. Cedars-Sinai receives consistent recognition for our excellence. Our awards include; being named one of America’s Best Hospitals by U.S. News & World Report, receiving the National Research Corporation’s Consumer Choice Award 19 years in a row for providing the highest-quality medical care in Los Angeles, achieving the longest-running Magnet designation for nursing excellence in California, and being recognized as The Advisory Board Company’s 2017 Workplace of the Year, an award Cedars-Sinai has won three years in a row. This annual award recognizes hospitals and health systems nationwide that have outstanding levels of employee engagement. Cedars-Sinai is a leader in the clinical care and research of heart disease, cancer and brain disorders, among other areas. Pioneering research achievements include using cardiac stem cells to repair damaged hearts, developing minimally invasive surgical techniques and discovering new types of drugs to target cancer more precisely. Cedars-Sinai also impacts the future of healthcare through education programs that encompass everything from highly competitive medical residency and fellowship programs to a biomedical science and translational medicine PhD program, advanced training for nurses and educational opportunities for allied health professionals. Most notably, Cedars-Sinai demonstrates a longstanding commitment to strengthening the Los Angeles community through wide-ranging programs that improve the health of its most vulnerable residents.

Cedars-Sinai

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careers.cshs.org

10,001+ employees

Hospitals and Health Care

Los Angeles, CA

Nonprofit

176k LinkedIn followers

Raised $64.4M

• Provides leadership and strategic oversight for the HR Service Center (HRSC), aligning service delivery with employee needs, health system goals, business priorities, and applicable HR policies and requirements. Ensures high-quality, consistent, responsive, and employee-centered services for employees, leaders, and other stakeholders.
• Oversees day-to-day HRSC operations and end-to-end inquiry resolution. Establishes case ownership, resolution standards, service expectations, and escalation criteria; equips staff to research issues, apply policy, exercise sound judgment, and resolve matters within delegated authority. Ensures timely escalation of matters requiring specialized expertise, policy exceptions, or risk review, including relevant facts and recommended next steps.
• Ensures uninterrupted and effective service delivery by using dashboards, people analytics, case reviews, customer surveys, and stakeholder feedback to forecast workload, identify trends, align staffing and resources, and monitor service levels, case aging, first-contact resolution, accuracy, repeat contacts, customer satisfaction, and escalation patterns. Partners with stakeholders to address service gaps, improve workflows and knowledge content, and communicate actions and results.
• Leads the development and execution of HRSC operational strategies and cross-functional process improvement initiatives using Lean methods, process mapping, root cause analysis, analytics, and stakeholder feedback. Establishes shared priorities, identifies and removes unnecessary steps, rework, delays, manual effort, and recurring service issues, and implements and sustains measurable improvements in quality, turnaround time, customer experience, operational efficiency, and cost savings.
• Applies broad knowledge of HR client services, employee relations, talent management, compensation, learning and development, organizational development and design, and change management to guide HRSC support. Promotes an inclusive environment and employee belonging, drawing on HRBP and Center of Expertise (COE) expertise when needed.
• Builds and maintains strong partnerships with HRBPs, COEs, HR leaders, unit leaders, and other stakeholders. Establishes shared service expectations, clear roles, coordinated workflows, and regular touchpoints that support business goals, employee needs, HR policies, and applicable local, state, and federal requirements. Keeps HRSC knowledge content, procedures, tools, data, and policy guidance current, and shares service trends, recurring employee concerns, and relevant analytics to inform workforce decisions and align HR support with employee and health system goals.
• Partners with HRBP leaders to identify client leaders’ workforce priorities and translate them into targeted analyses, planning tools, dashboards, decision-support resources, and recommendations related to staffing, retention, organizational design, and other strategic workforce decisions. May oversee development of accurate and accessible workforce dashboards in collaboration with HRIS, Finance, and COEs, ensuring findings explain trends and highlight risks and opportunities that support informed action.
• Leads and develops the HRSC team through recruiting, training, coaching, performance management, learning, career mobility, and succession planning. Builds a high-performing and engaged team by embedding service excellence, empathy, accountability, problem solving, continuous improvement, accuracy, responsiveness, complete follow-through, and employee experience into performance expectations, measurements, coaching, and development plans.
• Manages special projects and supports process and organizational change initiatives by clarifying priorities, coordinating requirements, ensuring timely deliverables, and addressing employee experience, stakeholder impact, adoption, training, communications, and operational integrity. Oversees the department budget and expenses, aligns resources with service demand, and uses metrics to support forecasting, continuous improvement, and sustainable cost savings without compromising service quality.

• Bachelor's Degree Business administration, human resources, or a related field - minimum
• Master's Degree Business administration, human resources, or a related field - preferred
• 8 years HR shared services, HR, Payroll, Finance or other related shared services experience - minimum
• 4 years Leadership in Shared Services or related leadership experience - minimum
• No license or certification required