BlueCross BlueShield of Western New York

About BlueCross BlueShield of Western New York


Job Category:

Human Resources/Training/Development


United States

Postal Code:


Approximate Salary:

Not Specified

Position Type:

Full Time

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Director, HR Shared Services

Posted: 10/1/2018

Auto req ID 1758BR Company HealthNow NY, Inc. About Us HealthNow New York Inc. is one of New York’s leading health care companies that provide access to quality health care and innovative solutions for individuals and employers. HealthNow offers a full range of insured, self-insured, and government programs and services, as well as life and disability coverage, dental and vision plans and stop-loss coverage. Headquartered in Buffalo, NY, the company operates BlueCross BlueShield of Western New York (Buffalo), BlueShield of Northeastern New York (Albany), Health Now Brokerage Concepts (Blue Bell, PA) and Health Now Administrative Services (across the Northeast US and California). In 2013 the company had revenues of $2.46B and reserves of $592 million. Title Director, HR Shared Services Position Posting Location Buffalo Status Full Time Regular Hours As required Job Description The Director, HR Shared Services, will lead the upgrade of HR Shared Services, refining and implementing the overall service delivery strategy, including developing and executing on a detailed program roadmap, working with process owners and service providers to identify optimal service solutions and continuous improvement opportunities to mature the overall service delivery capability. S/he will provide hands-on program management of our core HR services, partnering with the COEs and HRBPs to drive high quality execution of HR Operations, HRIS, Employee Resources, and Payroll functions. The director will also plan, coordinate, and drive strategic initiatives focused on scaling HR support in a “best practice” manner. Primary Responsibility Lead the upgrade of HR Shared Services, from development to implementation to fully operational and optimized on a continuous basis. Develop and handle detailed program plans covering deliverables, program milestones, requirements, staffing and budgets. Establish and run to KPI’s, driving high quality customer support in an efficient and scalable manner. Anticipate needs to continue to scale our function and business: diagnose and drive the improvement of existing programs and drive the development of entirely new ways for us to seamlessly get great work done. Build and lead a stellar team of highly customer- and delivery-focused shared service professionals. Develop and maintain appropriate operation policies, standards, guidelines, and procedures. Build a continuous service improvement process and consult with process owners to explore opportunities to mature/optimize key processes. Monitor process adoption and maturity levels for key service management processes. Partner with HR COE’s and HRBPs to deliver comprehensive customer service solutions. Develop and monitor organizational dashboards to assess the performance of the Shared Service Center. Oversee HRIS initiatives to translate requirements into process/functional design/system solutions. Knowledge and Skills Proven success in creating customer-centric experiences in an efficient and culturally appropriate way. Demonstrated success in balancing the need for efficiency and scale with customer satisfaction and a sense of high touch for all employees. Ability to translate strategy into deep operational execution, leveraging process expertise and analytics skills. Experience in leveraging Shared Services tools including telephony, HRIS, ATS, employee portal, and/or document management to enhance service delivery. Ability to implement and continuously improve and scale processes that are durable and relevant. Quantitative and qualitative analytic skills. Expertise in utilizing data to scale and improve services and experiences. Able to establishes measures of success and analyze data to create business insights and improvements, and measure the customer experience. Successful track record of creating solutions to meet the evolving needs of the business. Demonstrated ability to build and sustain excellent relationships at multiple levels. Able to use relationships and influencing skills to not only to gain a better understanding of the company’s needs, but also to strategically accomplish goals and execute across the organization. Excellent communication skills that build trust, create open channels of communication, create impact without direct authority and achieve collective buy-in. Works well in a fast-paced work environment; possesses strong fact- and data-based decision-making skills and demonstrates a bias for action and results. Highly collaborative, a true team player, coach and mentor, focused on the success of others. Proven ability to attract, lead, and develop a strong, customer-focused, data-driven team and provide appropriate leadership, structure, coaching, training and development. Proven success in creating customer-centric experiences in an efficient and culturally appropriate way. Demonstrated success in balancing the need for efficiency and scale with customer satisfaction and a sense of high touch for all employees. Qualifications External Contacts: External IT systems and their personnel Experience A minimum of 10 years of HR experience. Masters Degree preferred. Minimum of 5 years of HR Operations, HRIS and/or Shared Services leadership experience. Education Required Education:Bachelors Degree (Related area of study) Working Conditions Must be able to occasionally attend off-site meetings, events, conferences Must be able to work in an office environment Manual Dexterity Req: Eye-hand coordination and manual dexterity sufficient to effectively utilize various office equipment (phone, computer, fax machine, printer, copier, filing cabinet, etc) Physical Effort: Minimum; typical of most office work. Mostly sedentary work. Removal Date 11-Apr-2019

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