Kaiser Permanente Director, Transaction Management National HR Service Center in Alameda, California
Directly and through subordinate managers and staff, responsible for managing a significant section of the HR Operations delivery as a national shared services structure in the National HR Service Center (NHRSC), to include Transaction Management, and Client Interaction. Accountable for providing services and support of the NHRSC for both active employees, and retirees, and their families across all KP regions. Services include: Benefits Transactions, HR and Payroll Transactions, Leaves Administration, Corporate Records Management, and HR Transaction Services Contact Center. Incumbent has financial accountability and will be responsible for maintaining and ultimately exceeding customer, operational performance and employee satisfaction levels.
Essential Responsibilities: - Resource Management: Through subordinate managers/staff, manages the efforts of direct and indirect reports, and collaborates with, provides guidance to and influences employees, clients and matrix partners. Responsible for understanding both the strategic and tactical priorities for the organization and assigning resources as appropriate. Adept at managing a limited supply of resources against constantly changing demand. Responsible for year over year Productivity Improvement. - Team Management and Development: Responsible for selecting, developing, managing and deploying staff in the most effective manner to meet assigned objectives. Responsible for ensuring team has the right people with the right skills available at the right time to accomplish the work that needs to be done. Responsible for performance management, compensation decisions providing on-going, regular performance feedback and coaching. Develops all employees to be their best and lead from where they stand, and to deliver extraordinary service to our clients. Responsible for creating an environment where diversity, innovation and risk taking are celebrated. - Change Management & Innovation: Proactively engages HR Operations staff, client leaders and matrix partners to actualize change initiatives. Develops and encourages new ideas and approaches. Establishes procedures and practices that promote the use of available enabling technologies. Uses efficient and cost-effective approaches to integrate technology into the workplace and improve program effectiveness. Directly and through subordinates, develops strategies using new technology to enhance decision making. Understands the impact of technological changes on the organization and ensures risk mitigation tactics prepared. Engages and influences Sr. Leaders to ensure alignment and support of new ideas. Oversees the design, development, delivery and management of change management plans and associated communications. - Strategic Thinking: Plays a significant role in shaping the strategic agenda for the team. Formulates effective strategies consistent with the business and competitive strategy of the organization and/or functional area. Facilitates strategic management process and provides consulting expertise and oversees program management for specific strategic initiatives that are deemed critical to the business success. Examines policy issues and strategic planning with a long-term as well as short term perspective. Determines objectives and sets priorities for entire department; anticipates potential threats or opportunities and vets them within the HR team and with the client as appropriate. Responsible for formulating and delivering senior management presentations, and interacting with leaders across the enterprise to ensure program-wide alignment and synergy. Demonstrates influence and relationship skills. - Relationship Management: Develops relationships with clients to understand the customer experience. Creates strategies to improve client experience and the reputation of the NHRSC. Responsible for leading high performing teams that meet business objectives while delivering an exceptional end to end experience across all customer transactions. Develops metrics to demonstrate increased client satisfaction. - Financial & Budget Management: Develops and manages to the annual NHRSC budget targets.
Qualifications: Basic Qualifications: Experience - Minimum of twelve (12) years of directly related progressive management experience, to include direct supervision of a combination of managerial, professional and exempt administrative staff required. - Minimum of ten (10) years of directly related experience in human resources, payroll, call center operations or equivalent experience required. Education - Bachelor's degree in Human Resources, Call Center Operations, Business, Policy and Planning, Health Administration or related field or four (4) years of experience in a directly related field required. - High school diploma or General Educational Development (GED) required. License, Certification, Registration - N/A
Additional Requirements: - N/A
Preferred Qualifications: - Previous experience managing a large diverse staff in a highly complex work environment. - Health care industry experience. - Must be able to work in a Labor/Management Partnership environment.
- Master's degree in directly related field, such as Human Resources, Call Center Operations, Business, Policy and Planning, Health Administration, or similar field.
COMPANY Kaiser PermanenteTITLE Director, Transaction Management National HR Service CenterLOCATION Alameda, CAREQNUMBER 512179
External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.