Manager, HR Operations and Shared Services
Children's National Hospital
Summary
The Manager, HR Operations & Shared Services, is responsible for leading the centralized delivery of core HR services across the organization, ensuring employees and leaders receive efficient, consistent, compliant, and high-quality experience. This role oversees HR Shared Services operations, including service center support, HR transactions, data management, vendor coordination, compliance controls, and continuous process improvement. The manager establishes service expectations, monitors performance metrics, supports HR technology optimization, and partners with HRIS, IT, Payroll, Benefits, and business stakeholders to strengthen the employee experience and operational effectiveness.
Job description
Functional Accountabilities
- Manage day-to-day HR Shared Services operations, including case volume, workflow, service quality, data accuracy, and timely resolution of employee and manager inquiries.
- Supervise HR Team Leads and/or individual contributors, providing coaching, performance management, development planning, and guidance to support team effectiveness.
- Establish operational goals, service standards, service-level agreements, and key performance indicators to measure performance, efficiency, compliance, and customer satisfaction.
- Serve as an escalation point for complex employee, manager, or stakeholder issues, ensuring timely resolution and appropriate follow-through.
- Conduct regular process reviews and audits to identify risks, improve consistency, strengthen controls, and maintain audit readiness.
- Maintain accurate reporting and documentation for functional areas, including data required for internal reviews, leadership reporting, regulatory inquiries, or audits.
- Identify and implement best practices, standardization opportunities, automation, reporting enhancements, and process improvements to increase operational excellence.
- Partner with HR, HRIS, Payroll, Benefits, IT, and business leaders to align HR Shared Services processes with organizational needs and employee experience goals.
- Support HR technology optimization by partnering with HRIS and IT teams to maintain system integrity, data accuracy, security, and efficient service delivery.
- Manage vendor relationships, including monitoring billing, performance, service levels, key performance indicators, and budget alignment.
- Assign priority work, evaluate resource needs, monitor workload and quality trends, and make recommendations related to staffing, workload distribution, and resource allocation.
- Conduct interviews and make hiring decisions for team positions in partnership with HR leadership.
- Promote a collaborative, inclusive, customer-focused team culture that encourages accountability, continuous learning, and operational innovation.
- Perform additional duties as assigned.
Requirements
- Bachelor's degree in human resources, Business Administration, Healthcare Administration, or a related field (Preferred)
- 8 years of experience (Required)
- 5 years of progressive HR operations, HR shared services, HR service center, or related business operations experience (Required)
- 3 years of experience leading teams, projects and/or programs (Required)
- Prior people management experience required, including coaching, developing, and managing team performance
- Experience leading or supporting HR service delivery, employee lifecycle transactions, HR compliance activities, vendor management, or operational process improvement
- Experience with HR technology platforms and case management tools, such as Workday, ServiceNow, UKG, or similar systems (Preferred)
- Strong leadership, coaching, and team management skills
- Strong customer service orientation with the ability to build trust and maintain effective relationships
- Ability to manage multiple priorities, balance competing deadlines, and make sound decisions in a fast-paced environment
- Strong analytical, problem-solving, and process improvement skills
- Excellent written, verbal, collaboration, and presentation skills
- Demonstrated ability to maintain confidentiality and protect sensitive employee, HR, and organizational data
- Highly organized, detail-oriented, accountable, adaptable, and solution-focused
Benefits
- Comprehensive health coverage
- Paid time off
- 401(k) plan
- Healthcare spending account
- Dependent care spending account
- Employer-paid life insurance
- AD&D insurance
- Long-term disability coverage
- Tuition assistance
- Fitness resources
- Employee assistance program
- Commuter benefits
Company overview
Children's National Hospital is a premier pediatric healthcare institution located in Washington, D.C., recognized as one of the top children's hospitals in the United States. Founded in 1870, it serves as the region's primary pediatric academic medical center, providing comprehensive care across all pediatric specialties. The hospital operates a 323-bed facility and offers advanced medical services including neonatal intensive care, pediatric surgery, oncology, cardiology, and neurology. As an academic medical center affiliated with the George Washington University School of Medicine and Health Sciences, Children's National is deeply involved in pediatric research, medical education, and clinical innovation. The institution is particularly renowned for its Sheikh Zayed Institute for Pediatric Surgical Innovation and its leadership in pediatric genomics and precision medicine. Children's National consistently ranks among the top pediatric hospitals nationally, with specialties in cancer, cardiology, neurology, and neonatology receiving particular recognition for excellence in patient care and outcomes.