Manage and grow a service delivery framework that ensures compassionate, accurate and timely delivery of HR processes, knowledge and guidance to associates. ​Develop, assess, and monitor all team practices to ensure effectiveness, efficiency, and compliance with applicable legislation and internal HR policies. ​Act as point of escalation to resolve complex and/or high-profile issues and collaborate with related HR functions, HR Business Leaders, Legal or third parties to research and resolve issues or dispatch to the appropriate team. ​Monitor metrics to measure success of team and identify patterns, predict outcomes, and use information to shape programs/processes that affect team strategy. ​Develop strategy for improvements to technology, tools, and processes used in the operation of the People Experience team. ​Program development and management of associate records, I-9 maintenance/audit, unemployment claims and verification of employment.

Co-Managed People Experience Team of 20 HR Professionals, with 11 employees (HR Advisors and HR Specialists) reporting directly to me. Managed all aspects of the R1 HR Shared Services environment, including but not limited to: All HR Ethics investigations, employee relations situations, all ADA reasonable accommodation requests, religious accommodation requests, compensation reviews for job offers and internal equity.• Served as primary company SME for: Reductions in Force process, Accommodation Requests, Employee Relations/Ethics Investigations, R1 Policy• Launched and managed several projects to meet HR strategic initiative including- US Accommodation Revamp Project, US Disciplinary Action and PIP configuration within Workday, Shared Services Interaction technology (Service Now)• Managed and resolved Tier 3 situations (most complex, most risky) as well as escalations from HR Business Leaders, Executives, People Leaders, Etc. Developed and implemented resolutions and actions in collaboration with HR, Legal and Compliance.• Oversaw daily workflow of HR Advisor and HR Specialists (PXT)• Provide trend data and actionable feedback to HR leaders and Senior leaders to reduceoverall risk in the organization• Suggested and collaborated with the HRIT teams to provide input in development of HRWorkday enhancements to drive efficiency within the HR system.• Responsible for identifying methods to improve overall HR shared service operations andefficiency to internal customers.• Worked with leaders on compliance with Client requirements within the Healthcare/Hospital settings.

• Investigate complex and escalated HR cases that could include significant legal, regulatory, financial, or other risks and provide an appropriate course of action depending on outcome of investigations.• When required, partner with COEs and/or HR Directors to lead or support projects related to high importance continuous improvement, strategic initiatives, or organizational changes.• Provide critical input to the formation, consistent application, and revision of policies across the Company as we continue to scale.• Provide trend data and actionable feedback to HR Leaders, and Senior leaders to reduce overall risk in the organization.• Develop and implement resolutions and actions in collaboration with HR, Legal, and Compliance.• Responsible for identifying methods to improve overall HR shared service operations and efficiency to internal customers.• Communicate effectively and regularly with associates and People Leaders at varying levels on objectives, progress, and status of pending investigations.• Coach People Leaders and associates on performance management and policy interpretation when needed.• Advise management on strategies to ensure a productive and harmonious workplace.• Collaborate within the HR Shared Services teams to standardize, streamline and globalize HR business processes.• Suggest and collaborate with the HR Operations teams to provide input in development of HR Workday enhancements to drive efficiency within the HR system.• Proactively document new processes and or update missing steps process documents, as needed.• Participate in ad hoc HR projects as directed by HR Shared Services leader.• May coach or manage more junior team members

Supported Client group of between 1400-1800 employees, specifically all US Based Medical Coding, Health Information Management, and Transcription employees. Successfully performed all duties as a remote worker, with travel to corporate or business sites, as necessary. Responsible for strategic design and implementation of performance solutions. Partnered with the business unit, along with HR Centers of Excellences, to build integrated performance management, recruiting, and training practices. Partnered on strategic initiatives with client group leadership and assisted with implementation. Participated in business meetings with client group to offer consulting on HR related matters, including but not limited to: Employee Relations Investigations, Management consulting, FMLA, ADA, ADEA, FLSA, Title VII, both small and large Reductions in Force and/or employee transitions. Prepared legal letters and notices to be compliant with WARN, OWBPA, etc. Reviewed and approved all position requisitions, job offers, disciplinary action and terminations, salary/employee status adjustments, promotions, spot bonuses within my specified client group. Involved in many HR Transformation projects- including revamping company policies such as Employee Offboarding, Leave of Absence, Manager Time-Keeping Responsibilities, ADA Accommodations and case management, Manager Self Service creation and testing, etc

Responsible for General HR responsibilities including Recruiting, HRIS Maintenance, Employee Relations, Unemployment Claims, FMLA/ADA processing, Time Management, etc. Other duties as assigned.

Responsible for training, coaching and mentoring all employees within the Client Services Department. Assists Client Services Manager with project development and implementation specific to Client Services.

Investigate, address and resolve customer's formal complaints against business and business partners. Coordinate with Internal departments and outside organizations to resolve concerns and achieve satisfactory resolutions for involved parties. Responsible for maintaining and organizing complaints for Internal department purposes.

Responsible to train all representatives on how to do job and company policies and procedures. Assist department management in running/supervising team when team leader was not available. Created/updated department procedures as needed. Created and maintained team schedule. Worked on special projects as requested from management. Take supervisor calls. Perform all customer service rep responsibilities including take inbound calls, perform maintenance on all customer accounts, post payments etc.

Reviewed loan documents for accuracy. Processed and Sent documents to customers. Crrated customer loan files.