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HR Operations Leader

Company: Centria Healthcare
Location: Pontiac
Posted on: January 16, 2022

Job Description:

About Centria Healthcare

Founded in 2009 and headquartered in Farmington Hills, Michigan, Centria Healthcare is a leading provider of home-based catastrophic injury and rehabilitation care, private duty nursing, and supportive living services. Centria Healthcare Autism Services is the largest provider of Applied Behavior Analysis (ABA) for children with Autism Spectrum Disorder (ASD) across the state of Michigan, with services in other states.

Position Summary

The HR Operations Leader will support our Human Resources COEs and field-based teams as they support our business in achieving our mission. This role will manage junior and mid-level team members, oversee the successful execution of traditional HR responsibilities like employee relations, HR Compliance, Employee Engagement and Communications. Additionally, the HR Operations Leader will provide strategic ownership of business policies and lead design and successful delivery of HR transactional processes to provide direction within the function and ensure quality of services provided.

As a leadership resource to the Corporate HR team, you will be responsible for providing work direction to some members of the team. In addition, the processes you manage will impact employees companywide by enabling us to do our best work. You will serve as an ambassador of the business culture and continuously look for ways to weave our values into our methods of operation.

Success Measures

Success measures include: % of employee relations issues successfully resolved, unemployment and workers compensation case load management, resolution of escalated second tier HR items, and providing a timely, positive customer service experience.

Duties and Responsibilities

The below reflects the essential functions considered necessary for the HR Operations Leader and shall not be construed as a detailed description of all work requirements inherent in the job or assigned by supervisory personnel. This job description is used as a guide only and not inclusive of all responsibilities and job duties.

  • Employee Relations & Compliance
  • Provide management oversight to the Employee Relations resources including day to day direction, engagement, professional development, etc.
  • Prepare and participate in the preparation of staff development plans, performance appraisals, and assess skills necessary to achieve work objectives
  • Serve as an escalation point for difficult ER issues and provide guidance to the team on complex cases
  • Own, update and ensure compliance with the business processes to manage employee relations and conduct investigations
  • Audit and revise Employee Relations programs at an organizational level.
  • Instill a strong team member focused mindset within the team to ensure adherence to service agreements and delivery of an exceptional experience to team members at all levels
  • Work with the legal team and senior executives to ensure compliance with labor, OSHA and HIPAA, and all other applicable regulations
  • Policies, and Procedures
  • Manage processes to streamline operations; clarify, research, communicate, and document the requirements of requests/issues; track and manage questions, concerns, and requests to ensure timely and agreed issue resolution in management of positive stakeholder experiences; escalate issues and risks to ensure appropriate resolution strategies are employed; assist in identifying and analyzing risk mitigation tactics
  • Directly manage and mentor junior team members around company policy and practices
  • Verify Centria is up-to-date with all HR policies and compliance, especially in California, ensuring language in policies/philosophies is inclusive and easy for employees to adopt and understand.
  • Establishes standards and procedures for handling team member questions, transactions, and administration of human resource procedures
  • Ensure plans/programs adhere to appropriate policies and regulations.
  • Serve as an operating model advocate, helping ensure all HR function perspectives are incorporated into new processes, policies, and transactions.
  • HR Operations + Projects
  • Support building and maintenance of a strong functional HR team through effective recruiting, training, coaching, team building, and succession planning
  • Manage the HR team calendar, meeting cadence/schedule and agendas; coordinate function events, ensure effective internal communication and drive engagement activities
  • Lead change management process as directed; measure adoption and effectiveness of initiatives and use feedback to improve future effort; feedback mechanisms to include stakeholder interviews, surveys, data analysis, readiness assessments, lessons learned sessions, etc.
  • Develop and manage master project plan to ensure all key HR milestones and project activities are captured and aligned with other organizational initiatives, tracking progress and escalating issues and risks.
  • Manage project scope and timeline applying standards and reporting mechanisms; actively Partner with DEI Committee other department leaders to understand high-level company DEI vision and help translate to actionable goals for both the short and long-term.
  • Establish and manage HR functional metrics, including an HR dashboard and track/evaluate the performance of programs, services, and initiatives.
  • Lead employee engagement activities for the business, including life cycle survey and engagement survey process and provide guidance on action plans, assist in conducting root cause analysis to identify gaps, and provide advice to leaders for the execution of action plans in partnership with the HRBPs.
  • Other Responsibility Areas
  • Manage unemployment claim process including resource allocation and vendor relationships to ensure all claims are adequately received, responded to and efficiently managed on an ongoing basis to resolution. Attend unemployment hearings and coordinate business responses to inquiries.
  • Manage workers compensation claim process including resource allocation and vendor relationships to ensure all claims are adequately received, responded to and efficiently managed on an ongoing basis to resolution. Provide information/documentation as needed to resolve ongoing claims.
  • Act as central point resource for leave management for the business. Coordinate internal resources to ensure appropriate handling of various leave requests and ongoing management of cases.
  • Coordinate escalation process of work from the Team Member Support Center (help desk) into various resources on the HR team. Ensure effective flow of tickets to the team and efficient follow up on behalf of the team to resolve items and communicate appropriately.
  • Administer business HRIS including vendor relationships, liaison with internal IT resources and system upgrades/changes. Maintain employee data in HRIS and other systems, work with IT and business partners to derive best practices in data management for optimal business use. Administer process to update employee data elements. Direct resources to manage account creation and access management process.
  • Manage escalation process for compliance related issues, interfacing with the legal and corporate compliance departments as required to ensure effective resolution of items.
  • Direct all processes and resources associated with employee file/documentation management. Ensure integrity of data and protection of PHI.
    Managerial Responsibility

    This Role Is Responsible For
    • Leading and maintaining staff by interviewing, selecting, orienting, and training team members;
    • Ensuring the daily functions of the department are completed by communicating job expectations; planning, monitoring, and appraising job results;
    • Managing, coaching, and developing a high-performing team that meets agreed objectives and delivers best practice results, added value, and continuous improvements.
    • Consistently promote high standards through personal example and roll out through the team so that each member of the team understands the standards and behaviors expected of them.
      • This position manages employee relations resources in the Human Resources department.
        Key Fiscal Responsibilities

        This role has no direct financial oversight. It does provide extensive support to the CHRO in ongoing management of the HR budget.


        These guidelines can be used to make a list of qualifications required (or preferred) to perform the job successfully.

        • Bachelor's Degree in Human Resource Management or
        • Bachelor's Degree in Business Administration and three (3) to seven (7) years in Human Resources experience or
        • Seven (7) to ten (10) years of experience in lieu of a degree
        • Society for Human Resource Management (SHRM), Society for Human Resource Management Certified Professional (SHRM-CP), Profession in Human Resources (PHR), or Senior Profession in Human Resources (SPHR), preferred
          Work Experience
          • 4 + years experience managing employee relations issues, including developing and utilizing a comprehensive investigatory process to ID and successfully resolve issues
          • 2 + years experience working with Human Resource Information System (HRIS) (Sandata, APEX, Greenhouse, Kronos, etc.)
          • Experience managing unemployment compensation, workers compensation and other leave processes
          • Previous supervisory experience, preferred
          • Experience in Change Management, collaborating with other departments and stakeholders on changes that impact the employee experience, retention, and turnover
            Equipment and Technology Requirements
            • Basic computer skills
            • Working knowledge of laptop/desktop PC
            • Proficiency in Microsoft Suite (Word, Excel)
            • Proficiency in G Suite (Gmail, Drive, Docs, Sheets, Google Meet)
            • HRIS platform
              Other Competency Requirements

              An initial assessment of competency will be completed during the interview period and evaluated on an ongoing basis.
              • Ability to follow written instructions
              • Ability to use computers and computer/software programs
              • Able to communicate expressively and receptively
                Knowledge and Skills
                • Shows flexibility and tolerance for ambiguity and varying priorities;
                • Proficiency in PC software, especially word processing and spreadsheet programs;
                • Effective communication skills, both written and verbal, with internal and external stakeholders;
                • Ability to build rapport with team members, explain complicated information in an approachable and easily understood manner, effectively handle challenging phone conversations, and represent the Centria brand;
                • Ability to organize, prioritize, and handle multiple tasks, adhere to established deadlines, and produce work that consistently meets or exceeds team benchmarks;
                • Proven adaptability with a willingness to work both collaboratively and individually to achieve desired business outcomes;
                • Excellent interpersonal and listening skills;
                • Aptitude for applying critical thinking and problem-solving skills;
                • Demonstrated strong work ethic with attention to detail, accuracy, and quality.
                  Interpersonal Demands
                  • Frequent interaction with supervisor, senior leaders, and other teams
                  • Frequent interaction with key internal and external stakeholders
                    Decision Making
                    • Frequently making complex decisions that could impact multiple business areas and/or the entire company
                      Working Conditions
                      • Centria's office hours are Monday through Friday from 8:30 AM 6:00 PM. Centria is operational 24/7. On-call hours are those outside of regular office hours.
                      • Additional time may be required to complete the above work or meet company objectives.
                        Physical Demands

                        While performing the duties of this job, physical requirements such as bending, reaching, lifting, pushing, or pulling up to 30 pounds may be required. This role will require sitting most of the day as well as walking and standing periodically. This role may require close visual acuity on computer screens or monitors and the ability to analyze data and figures on a screen.

                        We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, Veteran status, or disability status. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position. Centria reserves the right to amend this job description at any time, with or without written notice.

Keywords: Centria Healthcare, Pontiac , HR Operations Leader, Human Resources , Pontiac, Michigan

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