Manager HR Support Center

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Make it happen at Hopkins.

The Johns Hopkins Hospital has been at the forefront of discovery, innovation, and medical advances for over 125 years. Our reputation for excellence has earned us a spot on U.S. News & World Report's Best Hospitals list for over two decades. We believe that the commitment from our entire professional staff is one of the primary reasons we can continually set the standard of excellence in patient care, both in our community and around the world. Renowned for our specialty services and innovative clinical advances, we strive to make The Johns Hopkins Hospital an exceptional place to work, learn and advance your career.

Summary

Manages the delivery of centralized HR support services, ensuring efficient, accurate, and customer-focused support across the organization. This role oversees HR operations related to employee lifecycle situations, policy and program questions, case management, and issue resolution, serving as a key liaison between HR functional areas, payroll, HR technology, and business stakeholders. Responsible for driving service excellence, optimizing processes, and ensuring compliance with applicable policies, procedures, and labor regulations. Ensures effective resolution of complex HR inquiries and system-related issues arising from preboarding, onboarding, and employee data management processes.

• Lead and manage HR Support Center operations and the HR Support Center Coordinator team, ensuring timely and accurate resolution of employee and manager inquiries.
• Supervise, coach, and develop staff; establish performance expectations and provide ongoing feedback.
• Ensure a high-quality customer experience through effective case management, responsiveness, communication, and follow-through.
• Oversee case intake, triage, and resolution through case management systems (e.g., Service Now), ensuring proper documentation and compliance.
• Assess case complexity, resolve issues directly, or escalate appropriately while maintaining follow-up to hold applicable individuals accountable for outcomes.
• Partner with HR subject matter experts and business leaders to address complex employee matters and improve service delivery.
• Collaborate with stakeholders to define reporting needs, manage expectations, and implement process improvements.
• Interpret and apply HR policies, ensuring compliance with federal, state, and local labor laws and organizational standards.
• Support implementation of HR programs.
• Identify trends, root causes, and opportunities for process improvement using data and case analytics.
• Develop and maintain knowledge management resources to improve customer self-service and first-contact resolution.
• Prepare reports and analyses on service metrics, trends, and operational performance.

Education

Bachelor's Degree in human resources, business administration, or a related field (Required).

Master's Degree in human resources, business administration, or a related field (Preferred)

One year of relevant education may be substituted for one year of required work experience or one year of relevant professional-level work experience may be substituted for one year of required education.

Experience

7+ years of experience in human resources management (Required)

Customer call center experience preferred.

Salary Range: Minimum 41.88/hour - Maximum 73.31/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility. In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.

The Hospital reserves the right to modify employee schedules as needed.

We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.