Mgr HR Shared Services

Ardent Health is a leading provider of healthcare in growing mid-sized urban communities across the U.S. With a focus on people and investments in innovative services and technologies, Ardent is passionate about making healthcare better and easier to access. Through its subsidiaries, Ardent delivers care through a system of 30 acute care hospitals, 24,000 team members and more than 280 sites of care with over 1,800 affiliated providers across six states.

POSITION SUMMARY:

The Manager, HR Shared Services (OneSource) is responsible for leading and managing a team of HR Representatives who deliver centralized HR support across the enterprise. This role ensures high‑quality, consistency, and timely HR service delivery, with a primary focus on preboarding new hires and transfers, case management, phone queue management, and end‑to‑end employee life cycle support. The Manager is accountable for managing quality standards, service‑level expectations, and enterprise standardization, while driving continuous improvement across processes, tools, and employee experience.

• Supervises and coaches HR Representatives within the OneSource HR Shared Services team by providing day-to-day leadership, workload prioritization, and performance management to ensure service excellence.
• Fosters a culture of accountability, continuous learning, and customer‑focused service delivery.
• Supports onboarding, training, cross‑training, and development of team members across all HR life cycle events.
• Manages case volume, intake, prioritization, and resolution to meet defined service‑level agreements (SLAs).
• Monitors and manages phone queues and response times, ensuring appropriate coverage and adherence to service standards.
• Establishes and manages quality standards for HR Shared Services, including review of cases, documentation, and employee interactions.
• Ensures consistent application of HR policies, procedures, and practices across the enterprise.
• Partners with HR leadership to implement and sustain standardized processes and enterprise best practices.
• Tracks and analyzes service‑level performance, case metrics, quality indicators, and customer feedback to drive operational improvements, staffing recommendations, and process enhancements.
• Supports continuous improvement initiatives related to HR systems, workflows, and knowledge management.
• Maintains and continuously improves HR knowledge resources and documentation.
• Partners with HR Centers of Excellence, HR Business Partners, and other stakeholders to ensure alignment and seamless service delivery.
• Collaborates on HR system enhancements, implementations, and testing as needed.

Education & Experience:

• Bachelor’s degree in human resources, Business Administration, or a related field.
• 5 years of progressive HR experience, with exposure to HR Shared Services, HR Operations, or centralized service delivery.
• Experience in a shared services or call‑center‑style HR environment, preferred.
• Experience leading teams through process standardization or transformation, preferred.
• HR certification (PHR, SHRM‑CP), preferred.

Knowledge, Skills & Abilities:

• Demonstrated people management or team leadership experience.
• Strong knowledge of HR life cycle processes and HR service delivery models.
• Proven ability to manage service levels, quality standards, and operational metrics.
• Proficiency with HRIS platforms, case management tools, and Microsoft Office.
• Familiarity with HR case management platforms (e.g., ServiceNow or similar), preferred.