The Senior HR Shared Services Specialist is responsible for resolving complex, high impact inquiries and transactions across multiple tiers within the HR Shared Services (HRSS) organization. Serving as a subject matter expert (SME) this role is accountable for the governance and continuous improvement of the HRSS Service Catalog, Knowledge Base, and Communications Calendar, ensuring accurate and consistent administration of HR processes while delivering exceptional employee experience throughout the entire employee lifecycle from hire to retire.
As a senior member of the HRSS team, this position functions as the primary escalation point for sensitive cases, providing expert guidance and timely resolution of employee and business requests. This role leads root cause analysis (RCA), identifies trends, drives processes standardization to reduce recurring demand, unnecessary escalations and improves operational efficiency, self-service, automation and service quality.
In addition, the Senior HR Shared Services Specialist handles benefits billing processes, partners closely with HR Centers of Excellence, Payroll, Benefits, Talent Acquisition, L&D, Employee Relations, and other cross-functional stakeholders to ensure regulatory and company compliance to support seamless service delivery.
Key Responsibilities
Employee Lifecycle Management
Manage end-to-end employee lifecycle processes, including new hire pre-boarding, onboarding and offboarding transactions.
Provide support and guidance to employees, managers, and HR Business Partners across Tiers.
Resolve complex employee inquiries including medical, dental, vision, life, disability, FMLA, COBRA, 401(k), and related programs while meeting service-level agreements (SLAs).
Keep ownership of employee cases throughout escalation, serving as the primary point of contact until resolution.
Lead HR Shared Services projects from planning through implementation, ensuring milestones, timelines, and deliverables are achieved.
Governance, Compliance & COE Partnership
Ensure adherence to federal and state laws, company policies, and data privacy requirements.
Prepare structured escalation summaries for different COEs when policy interpretation, compliance determinations, plan design decisions, exception and approvals are required.
Hands-on follow-up and communication during case escalation using all available channels.
Own internal and external audits maintaining confidentiality of sensitive employee information.
Employee Experience & Case Management
Deliver timely, professional and empathetic service to employees and managers to ensure exceptional employee experience.
Identify root causes, trends and system behavior to recommend process and knowledge improvements.
Support a consistent enablement-based service philosophy aligned with our internal values, mission and vision.
Knowledge Management & Team Enablement
Act as a Knowledge Base Administrator and as a subject matter resource for processes within the HR Operations Team and own articles, QRGs and SOPs documentation.
Train and guide Analysts, Specialists and Sr. Specialists on employee lifecycle inquiries and documentation standards.
Prepare and keep BCP plans, back-up reports, HRSS Service Catalog, and cross-training strategy to reduce single-point dependency within the team.
HR Systems, Data management & Reporting
Maintain and audit employee data within Workday, ServiceNow, eGain, and other HRIS and benefits platforms.
Perform data validation and quality reviews to ensure accuracy and compliance.
Support system testing, upgrades, and process enhancements including testing of benefits-related system and enhancements (e.g., Workday updates, configuration changes, process improvements).
Handles periodic reporting requirements related to HR Operations and benefits billing.
Identify system enhancement opportunities to improve workflow efficiency and case deflection.
Minimum Qualifications
High School Diploma from an accredited institution.
4+ years of experience in HR operations, employee lifecycle, and HR Shared Services with significant exposure to health and welfare programs preferred.
Strong knowledge of HR processes, employment regulations, and data management.
Experience handling complex cross functional cases, employee benefits inquiries and escalations.
HRIS systems knowledge (Workday preferred).
Excellent problem-solving, written and verbal communication skills, customer support and creative issue resolution.
Demonstrated ability to manage multiple priorities in a fast-paced, high-volume environment.
Ability to work at 100 Church Street every Tuesday, Wednesday, Thursday.
Preferred
Bachelor’s degree in Human Resources, Business Administration, or related field.
Experience supporting HR transformation execution projects, process optimization and service center environments.
Background in benefits administration, healthcare or similarly regulated environment.
Knowledge supporting open enrollment cycles, including planning, execution, vendor coordination and employee support.
Experience implementing and improving CRM, case routing, demand reduction and knowledge base documentation.
WE ARE AN EQUAL OPPORTUNITY EMPLOYER. HF Management Services, LLC complies with all applicable laws and regulations. Applicants and employees are considered for positions and are evaluated without regard to race, color, creed, religion, sex, national origin, sexual orientation, pregnancy, age, disability, genetic information, domestic violence victim status, gender and/or gender identity or expression, military status, veteran status, citizenship or immigration status, height and weight, familial status, marital status, or unemployment status, as well as any other legally protected basis. HF Management Services, LLCshallnotdiscriminateagainstanydisabledemployeeorapplicantinregard to any position for which the employee or applicant is otherwise qualified.
If you have a disability under the Americans with Disability Act or a similar law and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to careers@Healthfirst.org or calling 212-519-1798 . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within HF Management Services, LLC will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with HF Management Services, LLC.
All hiring and recruitment at Healthfirst is transacted with a valid “@healthfirst.org” email address only or from a recruitment firm representing our Company. Any recruitment firm representing Healthfirst will readily provide you with the name and contact information of the recruiting professional representing the opportunity you are inquiring about. If you receive a communication from a sender whose domain is not @healthfirst.org, or not one of our recruitment partners, please be aware that those communications are not coming from or authorized by Healthfirst. Healthfirst will never ask you for money during the recruitment or onboarding process.
Hiring Range*:
Greater New York City Area (NY, NJ, CT residents): $83,100 - $120,360
All Other Locations (within approved locations): $73,400 - $109,225
As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.
In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.
*The hiring range is defined as the lowest and highest salaries that Healthfirst in “good faith” would pay to a new hire, or for a job promotion, or transfer into this role.
Healthfirst believes that every New Yorker deserves access to the best available healthcare. As one of New York’s highest quality not-for-profit health insurers serving close to two million New Yorkers, we make this a reality for our members. Founded more than 30 years ago by the leading hospital systems in downstate New York, Healthfirst established a partnership model that enables hospitals, health systems, and physicians in our network to prioritize health outcomes over profits, placing the needs of our members and community first. Healthfirst serves members in New York City, on Long Island, and in Westchester, Rockland, Sullivan, and Orange counties, offering market-leading products to suit every life stage. Our offerings include Medicaid plans, Medicare Advantage plans, Child Health Plus plans, Essential Plans, Long-Term Care plans, and Qualified Health plans. For more information on Healthfirst, please visit healthfirst.org.
