Deputy Director of the Employee Service Center

Join Our Team: Deputy Director of the Employee Service Center (ESC)

About the Employee Service Center (ESC): The MassHR Employee Service Center (ESC) is dedicated to delivering exceptional customer service as the primary point of contact for HR services across the Commonwealth. We support a variety of services, including Employee Self-Service, pay and profile inquiries, MassCareers, MassAchieve, MassPerform, and the Employee Performance Review System (EPRS) user support. We also handle Tuition Remission & Public Service Loan Forgiveness (PSLF) processing and Extended Illness Leave Bank (EILB) enrollments, providing seamless support to employees at every stage of their journey.

Your Role: The Deputy Director of ESC will be an integral leader in shaping the future of HR services for the Commonwealth. This dynamic position is a chance to lead a customer-focused team in implementing innovative service models while supporting hybrid work environments. You will play a pivotal role in improving processes, guiding internal services and contributing to the overarching goals of the Human Resources Division (HRD).

As the Deputy Director, you will help drive operational excellence, assist with strategic and policy planning and work closely with the ESC Director to oversee a team of passionate professionals. This leadership role is an exciting opportunity for someone eager to make an impact and help create efficient, effective, and employee-centered services.

What You'll Do:

• Lead with Impact: Implement and monitor Quality Assurance programs, ensuring that our services meet the highest standards of excellence.
• Collaborate and Guide: Work alongside the ESC Director to oversee strategic initiatives, provide direction to team members, and ensure seamless communication across agencies.
• Empower Your Team: Offer mentorship and leadership to a dedicated team, helping them prioritize tasks, problem-solve, and excel in their roles.
• Drive Efficiency: Develop and implement policies, procedures, and training materials to ensure smooth, effective day-to-day operations.
• Foster Collaboration: Actively engage with the Executive Branch and internal teams to review processes, implement improvements, and coordinate new projects.
• Champion Change: Help with the successful implementation of system updates and process improvements, ensuring our service offerings meet the evolving needs of employees.
• Be the Leader: In the absence of the ESC Director, take on leadership responsibilities, representing the ESC with confidence and professionalism.

What We're Looking For:

• Leadership Experience: Proven ability to lead teams, provide strategic guidance, and develop high-performing staff.
• Strong Organizational Skills: Excellent at managing details, keeping everything on track in a fast-paced, dynamic environment.
• Excellent Communication: Outstanding written and verbal communication skills, with the ability to break down complex information clearly and effectively.
• Problem-Solving Abilities: Able to think critically and strategically to improve processes, handle confidential information, and make informed decisions.
• Tech-Savvy: Comfortable working with Microsoft Office applications (Excel, Word, Outlook, PowerPoint) and experience with systems like Service Now, SharePoint, and Teams.
• Collaborative Mindset: Ability to work independently and as part of a team, maintaining strong relationships with colleagues across the organization.
• Adaptable and Proactive: Experience thriving in fast-paced, deadline-driven environments and driving initiatives forward.

Preferred Qualifications:

• Experience in a unionized environment.
• Ability to manage cross-functional projects and workflows.
• Experience in designing and implementing workflows and operational systems.
• Demonstrated ability to motivate and develop staff, fostering a culture of growth and engagement.

Why Join Us? This is a fantastic opportunity to be a part of a supportive, innovative team that is making a difference in the lives of employees across the Commonwealth. If you are passionate about customer service, process improvement, and leadership, we would love to hear from you!

Ready to take on this exciting challenge? Apply now and help shape the future of HR services in Massachusetts!

Qualifications

MINIMUM ENTRANCE REQUIREMENTS:

Applicants must have at least (A) six (6) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least two (2) years must have been in a project management, supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.

Substitutions:

I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.

II. A Bachelor's degree in a related field may be substituted for two (2) years of the required (A) experience.

III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.

IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.