Career Center

With a workforce of over 10,000 faculty, staff, trainees, academic appointees, contractors, and contingent employees -- and expectations for continued growth -- Dana-Farber Cancer Institute (DFCI) is undertaking a ???scale up??? and transformation of its Human Resources function over the next 3-5 years.??

An important element of the HR transformation is the creation of a new, cross-functional Human Resources Service Center (HRSC) to provide front-line support to its workforce, retirees, and dependent families.??

Human Resources is seeking an inaugural Manager, reporting directly to the Director of Well-Being and Benefits with a dotted line into the Vice President for People Operations, to build and manage the HRSC.

The Manager will lead a team of approximate 7 FTEs, mainly service center representatives, who comprise service ???tier 1.????? The Manager will also lead HR???s efforts to provide a robust set of digital resources (service ???tier 0???) to enable and support employee and manager self-service.

The HRSC will respond to requests for service or information in areas such as compensation, time reporting and pay, benefits, hiring, PTO and leaves, employee status changes, learning and diversity programs, payroll related questions and workplace policies. When needed, the HRSC will connect employees to both on- and off-campus service providers such as health insurers, retirement plan administrators, the employee assistance program, the employee credit union, information technology, and transportation services. The HRSC team will work closely with the Onboarding, Immigration, and Occupational Health & Safety teams in HR to coordinate smooth onboarding and the readiness of new hires to work productively on day one.??

The HRSC team will be backed up (at service ???tier 2???) by generalists in HR Consulting and by subject matter experts in HR centers of expertise (COEs).?? HR???s service tiers will work together as one team to support individual, team and organizational effectiveness and to provide a positive employment experience.

Our Mission: Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

This position's work location is fully remote with occasional on-campus time in Boston, MA, however the selected candidate may only work remotely from a New England state (ME, VT, NH, MA, CT, RI).??

Operations: Direct, manage, and continuously improve HRSC operations. Design and operationalize processes for intake, triage, escalation, resolution, tracking, measurement, and quality control of service requests to Human Resources.?? Design and implement policies and procedures that enable service center representatives to work effectively, efficiently, and sustainably. Ensure adoption and strong proficiency in the use of service center tools and technology.

Customer Service: Cultivate a positive working relationship between Human Resources and the individuals and groups it serves by frequently communicating, soliciting feedback and listening, and measuring ???customer??? satisfaction. Manage and close most routine HR service requests at tier 1; escalate complex or sensitive service requests to tier 2, working in partnership with the appropriate service provider, COE or HR generalist to resolve.

Service Excellence: Serve as subject matter expert and thought leader within Human Resources on techniques, technology and practices that enhance service management, service mindset, and customer service. Increase the ability and capacity of the HRSC and HR more broadly to anticipate and respond to user and employee needs quickly. Establish performance and service standards for customer service, responsiveness, and completed resolution. Define, capture, analyze, and report on key performance metrics.

HR Process Improvement: Identify unmet needs or expectations, process gaps and disconnects, or other sources of difficulty for employees or HR users in understanding or performing routine HR tasks easily and successfully. Solve employee and HR user problems at the root-cause level. Collaborate with HRIS, HR consulting, and COEs to improve the employee experience and drive end-to-end HR process improvement.

Leadership: Build a talented, dedicated team of people who contribute to Dana-Farber???s mission by fielding a broad range and high volume of daily HR inquiries and service requests. Create a healthy, engaging work environment and opportunities for learning and growth for the HR Service Center staff. Challenge unrealistic or unachievable demands. Empower and inspire the team to provide the best service and employment experience possible to the Dana-Farber community.

Technology: Define requirements and determine priorities with HRIS and Dana-Farber IS for technology that supports Service Center operations. Effectively leverage automation, data, and process simplification to reduce the labor intensity of HRSC work, reduce cycle time, avoid errors and problems, and improve performance.??

About Dana-Farber Cancer Institute

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute brings together world renowned clinicians, innovative researchers and dedicated professionals, allies in the common mission of conquering cancer, HIV/AIDS and related diseases. Combining extremely talented people with the best technologies in a genuinely positive environment, we provide compassionate and comprehensive care to patients of all ages; we conduct research that advances treatment; we educate tomorrow's physician/researchers; we reach out to under-served members of our community; and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

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