Reporting to the Director of HR Shared Services, the Staff Shared Services Manager provides strategic and operational leadership for a team responsible for delivering high-quality HR services to departments and business units across UCSF. The manager partners closely with campus and health leaders, departments, and colleagues across Human Resources to ensure efficient, compliant, and customer-focused service delivery that supports the employee lifecycle and advances UCSF's mission.
In collaboration with the Director, the Staff Shared Services Manager establishes operational goals, service standards, and performance metrics that drive exceptional customer service, operational excellence, and continuous improvement. The role is accountable for fostering strong client partnerships, managing service level expectations, leveraging technology to enhance efficiency, and leading initiatives that improve processes and the overall employee experience.
As a people leader, the Staff Shared Services Manager cultivates a high-performing, collaborative, and inclusive team culture grounded in UCSF's PRIDE Values. This position serves as a member of the HR Shared Services leadership team and contributes to the broader Human Resources leadership community in shaping organizational strategy and advancing HR excellence across UCSF. Department
UCSF Human Resources (Campus/Health) has a mission of attracting, developing, and retaining outstanding and diverse people with a vision of being a strategic and trusted partner empowering the UCSF community to leverage their talents. Human Resources is committed to providing an outstanding customer experience, leading workforce strategies, creating an engaging environment focused on continuous improvement for the HR team, and demonstrating value to the organization.
UCSF HR Shared Services consists of multiple operational and transactional teams supporting staff, academic, and trainee populations across the organization. These teams partner closely with UCSF Campus Departments and the Health System, HR Talent Management, People Wellness, and the Office of Faculty and Academic Affairs (VPAA) to support and deliver a comprehensive array of HR services designed to attract, develop and retain the diverse workforce talent necessary to support UCSF as the world's preeminent health sciences innovator.
Responsibilities % of time Essential Function (Yes/No) Key Responsibilities (To be completed by Supervisor) 25 Provides strategic leadership for a shared services team that delivers responsive, high-quality, and customer-focused HR services to departments across UCSF. Builds and maintains strong client partnerships by understanding business needs, fostering trust, and ensuring an exceptional service experience. Leads, coaches, and develops a team of HR professionals by establishing clear goals, setting performance expectations, and fostering a collaborative, high-performing culture.
Plans, prioritizes, and assigns work to balance customer needs, operational priorities, and service commitments while adapting resources to meet changing business demands. Oversees all aspects of talent management for the team, including recruitment, selection, onboarding, performance management, employee development, coaching, and succession planning. Promotes accountability, continuous learning, and operational excellence while empowering staff to deliver consistent, efficient, and compliant HR services. 20 Collaborates with HR Shared Services managers, the HR Shared Services Director, and Human Resources leaders across the organization to advance strategic priorities, achieve departmental goals, and support the overall success of UCSF Human Resources. 20 Serves as a strategic HR partner to departments by understanding their business, operational, and workforce needs and delivering solutions that align with organizational priorities.
Applies expert knowledge of UCSF policies, procedures, and HR practices to interpret and integrate complex or intersecting guidance, ensuring consistent, compliant, and customer-focused outcomes. Provides leadership and oversight for shared services operations by managing service delivery, client relationships, service level agreements (SLAs), and key performance metrics to drive operational excellence and continuous improvement.
Identifies opportunities to enhance processes, improve the customer experience, and increase service effectiveness. Represents HR Shared Services in departmental meetings, cross-functional initiatives, and, as appropriate, systemwide forums, serving as a trusted advisor and advocate for shared services while strengthening partnerships across the organization. 20 Leads the implementation and continuous improvement of tools, systems, and operational processes that enhance service delivery, increase efficiency, and improve the employee and customer experience.
Partners with HR Shared Services leaders and Human Resources colleagues to develop, maintain, and optimize self-service resources, including HR website content, knowledge management tools, and HCM Tier 0 support content, ensuring information is accurate, accessible, and aligned with organizational needs. 15 Contributes to the development, evaluation, and continuous improvement of HR policies, practices, and operational standards to ensure alignment with organizational goals, regulatory requirements, and best practices.
Partners with HR leaders and stakeholders to implement policy and process changes that enhance service delivery and the employee experience. Represents HR Shared Services on departmental, Human Resources, and campus-wide committees, providing operational expertise and contributing to cross-functional initiatives. Supports the development and delivery of clear, effective communications related to HR policies, procedures, and organizational changes, and serves as a resource and spokesperson for new initiatives as appropriate.
Required: Bachelor's degree in related area and / or equivalent experience / training 8+ years HR related experience 5+ years demonstrated strong management skills that include collaboration, coaching and developing subordinates Broad knowledge of organizational and systemwide personnel policies and applicable laws and regulations. Direct knowledge of specific functions in a university's HR management information systems.
Strong communication skills with a diversity of communication styles; may make oral or written presentations. Experience making decisions regarding hiring, evaluating, and development of subordinates; determines the best way of achieving unit goals. Demonstrated strong management skills that include collaboration, coaching and developing subordinates; ability to build relationships both internally and externally to the organization.
Thorough understanding of the unit goals and ability to determine the best way of achieving unit goals. Demonstrated ability to handle extremely difficult or volatile situations / individuals effectively. Demonstrated ability to analyze employment contracts and collective bargaining agreements.
Ability to interpret staff personnel policies in order to support Shared Services Staff Director and advise department people leaders on appropriate actions to meet business and strategic goals. Preferred Experience with Human Capital Management Systems (HCM) Experience with website content management Preferred Experience managing in an environment with standard work, service level agreements, and key performance indicators (KPI)
Day shift