• Manages the day-to-day operations of HR Shared Services and supervises workflows and processes to ensure efficient service delivery, high quality work, superior customer service, and accurate and timely resolution for inquiries and issues. • Defines and monitors service metrics and targets, service agreement and productivity levels of staff to evaluate results, effectiveness, and success of service center. • Monitors the day-to-day activities such as responsiveness to calls, accessibility of data in Knowledge Management System, and timeliness of processing. • Defines HR Shared Services workflows, processes, and procedures. Develops solutions to improve operational efficiency and effectiveness and leads implementation, including testing, documentation and training. Identifies opportunities for the automation and works with IT and/or other HR staff needed to design and implement changes.• Prepares work schedules, assigns shifts and work hours and manages time off requests for staff. Ensures staffing scheduling is sufficient to meet service level agreements.• Remains abreast of changes in programs, policies and HR activities and initiatives and informs/trains staff as appropriate.• Audits personnel data, data entry and transaction processing to ensure its accuracy and validity. Gathers and provides personnel files, records, data and other information required for external audits.• Utilizes best practices and stays abreast of current trends in the marketplace regarding service center environments, new technology, and business practices to ensure efficient, state-of-the-art operations. • Performs sensitive and complex transactional activities, including background and licensing checks.• Performs all duties inherent in a managerial role. Ensures effective staff orientation, and ongoing learning and development. Evaluates and manages staff performance, develops and tracks department budget, and hires, promotes, terminates staff as appropriate.

• Lead Project Manager for all major HR initiatives in support of the department’s strategic goals and objectives. Develop and manage work groups, conduct significant business process analysis, develop and maintain work process redesign project plans, facilitate meetings and monitor workgroup activities, ensure adherence to project plans/timelines, troubleshoot and resolves issues, make recommendations, and keep HR management informed of project status• Define core HR processes and identify opportunities to implement efficiencies through automation or streamlined activities to improve department operations • Analyze and manage complex data sets and create summary reports for HR leadership• Provide support for three reductions in force of over 1100 union and non-union employees• Provide assistance to managers and employees with regard to the application and interpretation of Human Resources policies and procedures• Act as mentor for HR Shared Services Department staff, which includes, front-line customer service associates, HR operations associates and administrative staff• Provide oversight to HR Operations function responsible for processing job and pay-related transactions (e.g., new hires, transfers, promotions, pay rate changes, supervisor and other position changes, terminations, etc.), tuition reimbursement, and bonus payments• Prepare and submit response to various benchmarking surveys• Manage HR compliance-related processes including Medicare Fraud Verification, Office of Professions Registration Verifications, Insurance Audits, NYS DMV LENS verifications• Develop and maintain effective documentation of all operational functions including process flows and standard operating procedures• Respond to auditors and legal requests related to employment records• Maintain table of organization charts and provide support to leadership in connection with high-level organizational changes

• Lead Project Manager for all major HR initiatives in support of the department’s strategic goals and objectives. Develop and manage work groups, conduct significant business process analysis, develop and maintain work process redesign project plans, facilitate meetings and monitor workgroup activities, ensure adherence to project plans/timelines, troubleshoot and resolves issues, make recommendations, and keep HR management informed of project status• Define core HR processes and identify opportunities to implement efficiencies through automation or streamlined activities to improve department operations • Analyze and manage complex data sets and create summary reports for HR leadership• Provide support for three reductions in force of over 1100 union and non-union employees• Provide assistance to managers and employees with regard to the application and interpretation of Human Resources policies and procedures• Act as mentor for HR Shared Services Department staff, which includes, front-line customer service associates, HR operations associates and administrative staff• Provide oversight to HR Operations function responsible for processing job and pay-related transactions (e.g., new hires, transfers, promotions, pay rate changes, supervisor and other position changes, terminations, etc.), tuition reimbursement, and bonus payments• Prepare and submit response to various benchmarking surveys• Manage HR compliance-related processes including Medicare Fraud Verification, Office of Professions Registration Verifications, Insurance Audits, NYS DMV LENS verifications• Develop and maintain effective documentation of all operational functions including process flows and standard operating procedures• Respond to auditors and legal requests related to employment records• Maintain table of organization charts and provide support to leadership in connection with high-level organizational changes