People Operations Manager

Job Details

The People Operations Manager is a key leader within the HR Shared Services function responsible for overseeing the day-to-day delivery of high-volume transactional HR services across the employee lifecycle. This role leads one or more functional teams (e.g. onboarding HR data management leave of absence administration compliance or HR contact center) and ensures services are delivered accurately efficiently and in compliance with organizational policies and regulatory requirements.
This role translates HR strategy into operational excellence by driving team performance optimizing processes and enhancing the employee and manager experience. The People Operations Manager serves as a critical link between frontline service delivery teams HR Centers of Excellence (COEs) HR Business Partners and HR technology platforms to ensure seamless and consistent service execution at scale.

Job Description

Summary
The People Operations Manager is a key leader within the HR Shared Services function responsible for overseeing the day-to-day delivery of high-volume transactional HR services across the employee lifecycle. This role leads one or more functional teams (e.g. onboarding HR data management leave of absence administration compliance or HR contact center) and ensures services are delivered accurately efficiently and in compliance with organizational policies and regulatory requirements.
This role translates HR strategy into operational excellence by driving team performance optimizing processes and enhancing the employee and manager experience. The People Operations Manager serves as a critical link between frontline service delivery teams HR Centers of Excellence (COEs) HR Business Partners and HR technology platforms to ensure seamless and consistent service execution at scale.


Job Duties

• Lead the day-to-day operations of assigned People Operations teams ensuring timely accurate and compliant delivery of HR services across onboarding data transactions leave administration compliance or contact center functions
• Oversee intake case management escalation and resolution processes to ensure consistent and high-quality service delivery
• Ensure adherence to service level agreements (SLAs) policies and regulatory requirements across all supported services
• Manage coach and develop a team of HR professionals; set clear expectations and foster a high-performance service-oriented culture
• Monitor team productivity quality and customer satisfaction metrics; provide regular feedback and implement performance improvement actions
• Identify and implement process improvements to enhance efficiency reduce cycle times and improve the employee experience
• Support workforce planning scheduling and capacity management to align staffing with service demand and seasonal volume fluctuations
• Drive cross-training resource flexibility and operational readiness to ensure continuity and scalability of services
• Serve as an escalation point for complex or sensitive employee issues ensuring timely and appropriate resolution
• Partner with HR Business Partners Centers of Excellence and cross-functional teams to ensure seamless end-to-end service delivery and alignment on priorities

Minimum Qualifications

• High School Diploma/GED
• 5 years to 8 years of progressive HR experience and
• 2 years to 4 years of experience in HR Shared Services HR Operations or service delivery environments
• Strong understanding of HR processes across the employee lifecycle (onboarding data management leave compliance and employee inquiries)
• Proven ability to lead teams manage performance and drive operational results
• Experience with HR systems (e.g. Workday) and case management platforms
• Strong analytical and problem-solving skills with the ability to leverage data for decision-making
• Excellent communication stakeholder management and customer service skills
• Ability to manage multiple priorities in a fast-paced high-volume environment
• High attention to detail accuracy and commitment to compliance

Preferred Qualifications

• Bachelors Degree in Human Resources Business Administration or related field preferred
• Prior experience leading teams in a high-volume transactional or contact center environment preferred

Additional Qualifications

Physical Demands
Lift and carry 25 lbs. frequent sitting/standing frequent keyboard use *patient care providers may be required to perform activities specific to their role including kneeling bending squatting and performing CPR.

Job Description Disclaimer: This position description provides the major duties/responsibilities requirements and working conditions for the position. It is intended to be an accurate reflection of the current position however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Work Shift

Workday Day (United States of America)

Worker Sub Type

Regular

Employee Entity

Primary Location Address

1101 Market Philadelphia Pennsylvania United States of America

Nationally ranked Jefferson which is principally located in the greater Philadelphia region Lehigh Valley and Northeastern Pennsylvania and southern New Jersey is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65000 people strong dedicated to providing the highest-quality compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrows professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic clinical and applied research. Thomas Jefferson University home of Sidney Kimmel Medical College Jefferson College of Nursing and the Kanbar College of Design Engineering and Commerce dates back to 1824 and today comprises 10 colleges and three schools offering 200 undergraduate and graduate programs to more than 8300 students. Jefferson Health nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years.

Jefferson is committed to providing equal educational and employment opportunities for all persons without regard to age race color religion creed sexual orientation gender gender identity marital status pregnancy national origin ancestry citizenship military status veteran status handicap or disability or any other protected group or status.

Benefits

Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues including medical (including prescription) supplemental insurance dental vision life and AD&D insurance short- and long-term disability flexible spending accounts retirement plans tuition assistance as well as voluntary benefits which provide colleagues with access to group rates on insurance and discounts. Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service. All colleagues including those who work less than part-time(including per diemcolleagues adjunct faculty and Jeff Temps) have access to medical (including prescription) insurance.

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