• Employee Services Center (ESC) Manager

    Job ID
    Regular Full-Time
    Fred Hutchinson Cancer Research Center
    Human Resources and Legal
  • Overview

    Cures Start Here. At Fred Hutchinson Cancer Research Center, home to three Nobel laureates, interdisciplinary teams of world-renowned scientists seek new and innovative ways to prevent, diagnose and treat cancer, HIV/AIDS and other life-threatening diseases. Fred Hutch’s pioneering work in bone marrow transplantation led to the development of immunotherapy, which harnesses the power of the immune system to treat cancer. An independent, nonprofit research institute based in Seattle, Fred Hutch houses the nation’s first cancer prevention research program, as well as the clinical coordinating center of the Women’s Health Initiative and the international headquarters of the HIV Vaccine Trials Network. Careers Start Here.

    The HR Employee Services Center (ESC) Manager is responsible for managing a team of employee services coordinators within the HR Operations team with a focus on efficiency, data tracking and effectiveness. The manager will have the responsibility of managing and building relationships, developing and evolving processes, coordinating efforts with the Employee Services Center and other HR teams to proactively improve processes to meet and exceed the organizational needs through a high level of service. This role is accountable for setting and monitoring individual and team metrics/performance and maintaining appropriate staffing levels. The manager will serve as the 2nd level of escalation for the team and will navigate and resolve complex/challenging topics. The manager will focus on developing staff, enhancing team dynamics and continuous improvement.


    • Provide leadership to the employee services coordinators team by ensuring a high level of customer experience, data quality, efficiency, effectiveness and participate in ongoing process improvement
    • Provide best practice data, and training for staff, goal setting and regular reporting on KPIs
    • Develop a positive team dynamic with a focus on growth and team work
    • Continually assess team productivity and responsiveness and develop programs/processes to enhance services levels
    • Work closely with the HRIS team on the evolution of HR technology and the automation of HR processes
    • Manage the HR data with a focus on data quality and driving improvements, to provide efficient, effective, and compliant HR services
    • Regularly meet with team members to communicate relevant information and provide on-going feedback
    • Oversee and provide customer service and problem-solving regarding employees, applicants and affiliates while supporting all areas of Human Resources
    • Responsible for general knowledge of multiple areas of HR, including benefits, compensation, recruitment, information systems and payroll
    • Process and oversee confidential record requests and handle sensitive data for the HR team and employees
    • Assist with audits and data entry correction
    • Assist with employee / business / team issues to determine root cause and drive for improved outcomes
    • Maintain outstanding customer service to all customers based on defined customer service standards for the team
    • Develop and maintain efficient and productive policies, procedures and workflows
    • Take initiative and action to respond, follow up and resolve customer service issues with all customers in a timely manner
    • Develop and maintain positive relationships through effective and timely communication
    • Identify opportunities for best practice implementation and continuous process improvement
    • Anticipate and strategically plans for changing business needs
    • Lead projects and initiatives from beginning to end
    • Other duties as assigned


    Required qualifications:

    • BA/BS Degree in a related field or equivalent work experience
    • 10+ years of progressive operations experience (HR preferred) including 5+ years in leading a team
    • 2+ years leading a service center team
    • Prior Human Resources / Business Services experience, including one or more areas: HR operations, customer service or benefits
    • Excellent oral and written communication skills
    • Attention to detail, problem solving, organization and prioritization skills
    • Strong analytical and troubleshooting skills
    • Experienced working within a fast-paced, dynamic environment, and comfortable with change and ambiguity
    • Demonstrated abilities in MS Office applications
    • Exceptional customer service skills

    Preferred qualifications:

    • Healthcare and/or life sciences industry experience highly preferred
    • Knowledge of service center best practices highly preferred
    • PeopleSoft or Workday experience preferred

    Our Commitment to Diversity

    We are committed to cultivating a workplace in which diverse perspectives and experiences are welcomed and respected. We are proud to be an Equal Opportunity and VEVRAA Employer. We do not discriminate on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability, marital or veteran status, sexual orientation, gender identity, political ideology, or membership in any other legally protected class. We are an Affirmative Action employer. We encourage individuals with diverse backgrounds to apply and desire priority referrals of protected veterans. If due to a disability you need assistance/and or a reasonable accommodation during the application or recruiting process, please send a request to our Employee Services Center at escmail@fredhutch.org or by calling 206-667-4700.


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