Senior HR Process & Service Design Manager | Hybrid NY

Description and Requirements

The Senior HR Process & Service Design Manager is responsible for defining, designing, and governing how HR services are delivered across Healthfirst. This role serves as the central owner of HR service workflows, process standards, and operational governance, ensuring that HR processes are scalable, compliant, and aligned to business needs. The Senior HR Process & Service Design Manager partners closely with HR Operations, HR Technology, People Analytics, Total Rewards, and HR Centers of Excellence to translate strategy into clear, executable processes that improve employee experience, reduce demand, and strengthen operational performance. This role is a critical component of Healthfirst's evolving HR Operating System and will play a key role in building the foundation for self-service, automation, and data-driven decision-making across HR.

Key Responsibilities

1. Process Architecture & Design (Primary Accountability)

• Own end-to-end design of HR service processes across key workflows:
  
  
  • onboarding and preboarding
  • leave of absence (LOA)
  • employee relations (ER) workflows
  • HR case management
  • workforce and employment lifecycle processes

• Define process flows, roles, handoffs, and escalation paths across:
  
  
  • HR Operations
  • HR Business Partners
  • Centers of Excellence
  • vendors and external partners

• Ensure consistency and scalability of processes across the organization

• Establish and maintain a governance model for HR processes, including:
  
  
  • process ownership
  • decision rights
  • change control
  • escalation management

• Define and embed control points within processes to support:
  
  
  • I-9 compliance
  • background checks and adverse action
  • LOA compliance
  • FLSA classification and audit processes

• Partner with Legal, Compliance, and Total Rewards to ensure regulatory alignment and audit readiness

• Define and maintain the HR service catalog, including:
  
  
  • service ownership
  • service tiers (self-service, HR Ops, COEs)
  • service expectations and SLAs

• Identify and reduce demand drivers by:
  
  
  • improving process clarity
  • reducing repetitive inquiries
  • enabling self-service and knowledge access

• Partner with HR Shared Services and HR Technology to improve intake, routing, and service delivery effectiveness

• Define process performance metrics, including:
  
  
  • cycle time
  • throughput
  • SLA adherence
  • error rates and rework

• Partner with People Analytics to:
  
  
  • identify root causes of process inefficiencies
  • monitor trends and performance
  • support development of predictive insights
• Support implementation of operational monitoring tools (e.g., SPC dashboards) to identify emerging issues and opportunities

• Partner with HR Technology and IT to ensure:
  
  
  • Workday workflows align with process design
  • automation opportunities are identified and implemented (e.g., Workato)
  • system integrations support end-to-end process visibility
• Ensure that process design drives system configuration and not the reverse
• Support alignment with enterprise platforms such as eGain and ESE where applicable

• Lead the development and maintenance of structured process documentation within eGain
• Ensure documentation supports:
  
  
  • employee and manager self-service
  • consistent service delivery
  • training and onboarding of HR team members
• Continuously improve knowledge content to reduce case volume and improve user experience

• Partner with key HR leaders to support business outcomes:
  
  
  • Organizational Development (operating model alignment)
  • Talent Acquisition (onboarding, hiring scalability)
  • Employee Relations (case management, compliance)
  • Total Rewards (benefits and compensation workflows, cost visibility)
• Collaborate with Finance and IT to align process design with cost management and system capabilities
• Serve as a central point of coordination for cross-functional HR process alignment

• Bachelor's degree in Business Administration, Operations, Healthcare, or related field, or equivalent experience
• 7+ years of experience in HR operations, process design, business operations, or related roles
• Demonstrated experience designing and improving complex, cross-functional processes
• Strong understanding of HR service delivery, employee lifecycle processes, and operational workflows
• Experience working with HR systems (e.g., Workday) and process documentation tools
• Strong analytical and problem-solving skills with the ability to translate complexity into clear process design
• Ability to lead through ambiguity and build structure in evolving environments
• Excellent communication and stakeholder management skills
• Must adhere to a hybrid work model which consists of reporting to our 100 Church Street, NYC office every Tuesday/Wednesday/Thursday

• Experience in healthcare or regulated industries
• Experience working in HR shared services or service delivery environments
• Experience with process improvement methodologies (Lean, Six Sigma)
• Experience with knowledge management platforms (e.g., eGain)
• Experience working with workflow automation tools or integrations