HR Shared Services Supervisor
Join us on the heart-warming journey with a team that is a top leader in the rehabilitation industry
Encompass Health is the leader in inpatient rehabilitation industry, you'll feel the Encompass Health difference as soon as you join. We collaborate and provide high-quality, compassionate, individualized care for our patients, allowing us time to get to know them and help them achieve their goals during their rehabilitation journey.
Position Purpose
The HR Shared Services Supervisor is responsible for managing the day-to-day operations of the HR Shared Services to ensure the delivery of exceptional employee support and service. This role involves overseeing a team of HR Specialists and Coordinators, maintaining service standards, resolving escalated issues, and driving continuous improvement in HR service delivery. The position plays a key role in fostering a positive employee experience by ensuring timely and accurate responses to HR inquiries and issues.
Responsibilities & Tasks
Supervise the HR Shared Services, providing guidance, mentorship, and performance feedback.
Monitor workloads, staffing levels, and schedules to ensure adequate coverage and adherence to service level agreements (SLAs).
Foster a collaborative and service-oriented culture within the team.
Manage day-to-day help desk operations, ensuring consistent, efficient, and accurate handling of HR-related inquiries, including policies, benefits, payroll, and HR systems.
Develop and maintain standard operating procedures, scripts, and knowledge base materials to enable consistent service delivery.
Analyze and report on key metrics, such as response time, resolution rates, and employee satisfaction.
Act as the primary point of contact for escalated issues that require advanced problem-solving or collaboration with other HR departments.
Ensure resolution of complex employee concerns with professionalism and confidentiality.
Identify trends and recurring issues from help desk inquiries, and work with HR leadership to recommend process improvements or updates to policies.
Regularly review and update the knowledge base to reflect changes in HR processes or systems.
Leverage employee feedback to enhance the quality of help desk services and identify opportunities for automation or process optimization.
Serve as an advocate for employee needs by proactively identifying areas where HR processes or systems may cause friction or confusion.
Collaborate with other HR teams to ensure seamless employee interactions across departments.
Ensure adherence to HR policies, procedures, and relevant legal requirements in all interactions.
Maintain accurate records of inquiries and resolutions for audit and reporting purposes.
This position must sit at our Home Office in Birmingham, AL
Minimum Qualifications:
Education:
Bachelor's degree in Human Resources, Business Administration, or related field preferred.
Experience:
3+ years in HR roles, including experience in customer service or help desk environments.
1+ year in a supervisory or leadership role preferred.
Proficiency in HRIS and ticketing systems.
Strong knowledge of HR practices, policies, and employment laws.
A little about us
We're confident you'll see the difference the moment you join our team. Working at Encompass Health means working with a growing national inpatient rehabilitation leader. We're proud of our career growth opportunities and how our team members work together for the greater good of our patients. We've been named one of the "World's Most Admired Companies" and a Fortune 100 Best Companies to Work For® Award, among others, which is pretty amazing.
Our benefits start day one
- Affordable medical, dental and vision plans for full-time and part-time employees and their families.
- Generous paid time off that accrues over time.
- Tuition reimbursement and continuing education opportunities.
- Company-matching 401(k) and employee stock purchase plans.
- Flexible spending and health savings accounts.
- A community of people who love what they do. Yes, we see that as a benefit.