Supervisor HR Shared Services
Baylor Scott and White Health
United States, Texas, Temple
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Salary
Rank
Senior Manager
Responsibility
Site Lead
Scope
Regional
Workplace
Hybrid
Functions
Customer Service
HR
IT
Legal
Reports to
Level
N-3
Travel Max:
0%
Posting Date
08-27-2025
Description
The Supervisor of Shared Services oversees one or more areas in the Shared Service Center (SSC). Partners with SSC leadership to ensure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) meet or exceed standards. Constantly aims to improve quality and customer experience.
Key Responsibilities
- Supervises teams tasked with the intake and resolution of inquiries specific to PeoplePlace data transactions.
- Assigns, prioritizes and monitors the daily activities of the team, assuring proper alignment of resources and skillsets for the demand.
- Performs daily review of open cases to ensure requests are assigned, resolved, and closed correctly and on time.
- Monitors incoming calls for assigned staff to ensure compliance, track performance, monitor trends, give feedback and improve quality.
- Seeks additional opportunities to improve the quality, efficiency and effectiveness of the work in the SSC operations.
- Contributes to the performance of system testing before go-live changes.
- Develops, coaches and mentors assigned team to build a high-performance culture.
- Sets goals and facilitates growth and development to meet personal employee career goals, motivational needs and organizational opportunities.
- Partners with the manager in hiring, terminating, promoting, or demoting team members. Ensures effective use of company policies and practices.
- Partners with training team members in the development and maintenance of standard operating procedures.
- Participates in developing, monitoring and publishing outcomes towards SLAs and KPIs.
Qualification & Requirements
- Exceptional PeopleSoft background; previous experience with Oracle Cloud applications highly desirable.
- Knowledge of policy and procedures.
- Excellent customer service skills.
- Knowledge of call center telephony and technology.
- Proficient in the use of the computer and the use of Microsoft O365 applications.
- Excellent social, verbal and written communications skills.
- Must be detail oriented, self-starter and highly motivated to create a culture of Excellence.
- Ability to set goals and achieve goals on time.
Benefits
- Eligibility on day 1 for all benefits
- Dollar-for-dollar 401(k) match, up to 5%
- Debt-free tuition assistance, offering access to many no-cost and low-cost degrees, certificates and more
- Immediate access to time off benefits
Company Profile
Baylor Scott and White Health
Industry
Hospitals and Health Care
Revenue
$7.7B
Employees
49,000
Fortune 500 Rank
NA
Global 500 Rank
NA
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