1 Inventa Place
Silver Spring, MD 20910
Kids Are Our Everything.
Department
10043 HRIS
Pay Range
$73,195.20 - $121,971.20
Lead and support a high-performing HR Shared Services team dedicated to delivering exceptional customer service and operational excellence. As the primary point of contact for HR transactional inquiries and HR system support, this role serves as a subject matter expert, ensuring timely resolution of employee and manager requests. The HR Shared Services Lead drives process improvements, monitors transaction quality, provides team guidance and coaching, and partners with HRIS to enhance system functionality and service delivery. This position requires strong critical thinking, communication, leadership, and customer-focused problem-solving skills.
The HR Shared Service Lead will coordinate and manage the HRSS team. Lead role is the primary point of contact for customers seeking assistance with PeopleSoft HR module related transactional issues. Utilizes knowledge of the standards of operations and of the tools necessary to monitor HR transaction quality and reports results. Serves as the Subject Matter Expert for HR transaction inquiries. May recommend system functionality enhancements or team productivity improvements. Provides guidance to other HRIS and HRSS staff to ensure that a consistent and positive customer experience is being projected and that inquiries are being resolved as quickly and efficiently as possible. This position will require a high degree of critical thinking combined with exceptional oral and written skills and a high focus on providing a world-class customer experience to employees.
Minimum Education
Bachelor's Degree (Required) Or Equivalent Work Experience
Minimum Work Experience
6 years related business experience (Required) And HRIS Systems and HRSS call center experience And Strong working knowledge of MS Office - including Word, Excel, PowerPoint and Outlook
Required Skills/Knowledge
Strong attention to details and dedication to identify areas of strength and opportunity
Strong communication skills, organizational and negotiation skills
Ability to identify changes needed to better the process and support the HRIS and HRSS Team
Utilizes judgment, diplomacy, and collaboration skills to interact positively and communicate appropriately with team members, management, stakeholders and customers
Ability to independently research and respond to technical questions and issues
Ability to combine technical knowledge with an understanding of expectations to offer creative solutions to complex problems in a practical, timely and efficient manner
Strong consulting skills and demonstrated ability to work in a team environment, as a team leader and member
Functional Accountabilities
Technical
Maintains a broad base of technical skills to diagnose and resolve HR Shared Services transactional issues while displaying excellent interpersonal skills.
Reviews requests to ensure all required information is available to enter into the HR System of Record (SOR) in accordance with established policies and business processes of Children’s National Hospital and its affiliates.
Monitors HR Shared Services inbox queue to ensure service level agreements are maintained.
Conducts and reports audit results by measuring HRIS’s accuracy.
Collaborates with Payroll and HR Shared Services to resolve data integrity issues where necessary.
Works with Cerner to resolves situations identified by the HR Shared Services Call Center personnel.
Member of a cross functional Performance Management HR Coordinator team that researches, resolves, assists employees and managers with the Performance Management Process Cycles to include reporting metrics.
Data Management and Reporting
Run reports and respond to data requests and create reports as needed; provide data analysis.
Research data entry issues and respond appropriately to resolve.
Ensure integrity and security of employee data.
Process Improvement
Generates and validates…