Key components of the job include: - Recognizes service delivery gaps; recommends and implements solutions to meet service level agreements - Inspects and evaluates quality of work; ensures Employee Service Representatives follow the quality assurance process - Facilitates resolutions to complex employee and manager inquiries as appropriate; provides subject matter expertise - Works with other HR partners to identify process improvement opportunities, and implements solutions as agreed

PRIMARY RESPONSIBILITIES: 1. Coordinates workflow across Employee Service Representatives (ESR) to ensure accurate, timely execution of employee requests 2. Resolves escalated issues consistent with LifeBridge Health Policies 3. Monitors the quality and effectiveness of ESR communication via telephone and in writing

QUALIFICATIONS - Bachelor's Degree or equivalent working experience - Five years of previous human resource experience required; two years of recent benefit administration experience preferred - One to two years of supervisory experience preferred - Knowledge of computer software including applications and services related to HR Administration and office automation. - Demonstrated customer service skills, leadership ability, and decision making skills. - Must be able to manage conflict constructively and build morale.

This position is located on our Sinai Hospital campus.