Employee Services Partner

Site: Mass General Brigham Incorporated

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

The Employee Services Partner serves as an important point of contact for all employees and leaders, providing guidance, personalized support, clear and timely answers, and coordination across HR programs, policies, processes, and services. This role is a very visible and critical representative for HR and plays an integral role in advancing the internal brand of human resources.

• Working within established HR practices and service models, this role helps employees and leaders navigate HR resources, resolve routine to moderately complex matters in an accurate and timely manner, and connects with specialized HR teams when additional expertise is required. Demonstrating strong personal accountability, the HR Employee Services Partner applies professional HR knowledge, customer service skills, and sound judgment to understand needs, explain available options, and support timely, consistent
• outcomes.

Success in this role means employees and leaders feel heard, supported, informed, and confident in HR, and that they receive accurate and timely resolution to their issues.

Key Responsibilities

• Build Trusted HR Relationships
• •Serve as a primary and consistent point of contact for employees and leaders
• through the Director level for routine to moderately complex HR needs.
• •Build effective working relationships by listening to needs, understanding relevant context, and providing responsive follow-through.
• •Deliver a professional and personalized HR experience grounded in empathy,
• credibility, consistency, and service.
• •Adapt communication based on the audience, situation, and complexity of the
• request.
• •Build knowledge of the supported workforce, operating environment, and recurring HR needs.
• •Demonstrate strong personal accountability with a focus on delighting leaders and employees with every interaction.

• Provide HR Guidance and Problem Solving
• •Provide practical guidance on HR programs, policies, processes, and available
• resources using established tools and guidance.
• •Provide coaching to M3 leaders and below on routine Employee Relations and
• Performance Management issues such as: time/attendance, general conduct,
• workplace culture and job performance. Will also be the initial contact for
• compensation and benefits-related questions, in addition to general questions
• about HR systems, talent acquisition/staffing, and workforce enrichment topics.
• •Clarify the employee or leader need, gather relevant information, and determine the appropriate next step.
• •Accurately diagnose and resolve routine to moderately complex matters within the role's knowledge and authority.
• •Recognize matters involving increased complexity, sensitivity, urgency, or risk and escalate them to the appropriate HR expert.
• •Help employees and leaders understand available options, expected next steps, and relevant timelines.
• •Guide employees and leaders to self-service tools, knowledge resources, and
• digital solutions when appropriate.

• Own the HR Experience from Need to Resolution
• •Take accountability for the employee or leader experience from initial request
• through appropriate resolution, maintaining clear communication and follow through.
• •Resolve matters directly when they fall within the role’s expertise and authority.
• •Create clear, seamless handoffs by establishing ownership, next steps, timing, and communication expectations.
• •Navigate HR’s internal structure on behalf of employees and leaders, maintaining visibility into progress when multiple HR teams are involved and intervening when barriers, delays, or service breakdowns occur.
• •Keep employees and leaders appropriately informed and confirm closure.
• •Accurately document interactions, actions, decisions, and outcomes in the HR
• case-management system.

• Support Service Improvement
• •Identify recurring questions, service gaps, and process pain points based on
• employee and leader interactions.
• •Share observations and improvement opportunities with team leaders and
• appropriate HR partners.
• •Support updates to knowledge resources, standard responses, workflows, and
• service practices.
• •Contribute to team projects and process-improvement activities within assigned areas.
• •Apply feedback, coaching, and lessons learned to strengthen service quality and consistency

This role may include varying shifts between 7:00 a.m. and 7:00 p.m., with specific scheduling details discussed during the interview process.

Qualifications

Required

• •Bachelor's degree in Human Resources, Business Administration, Organizational Development, or a related field, or an equivalent combination of education and relevant experience.
• •Minimum of 3-5 years of relevant HR experience, including HR service delivery, HR generalist support, employee relations support, HR operations, HR consulting, or a related role.
• •Working knowledge of HR policies, programs, processes, and employment practices.
• •Demonstrated ability to resolve routine to moderately complex HR questions using established policies, resources, and escalation pathways.
• •Strong relationship-building, customer service, problem-solving, and follow through skills.
• •Ability to exercise sound judgment and recognize when escalation or specialized expertise is required.
• •Strong written and verbal communication skills, including the ability to make HR information clear and actionable.
• •Demonstrated discretion when handling confidential and sensitive information.
• •Strong organization, prioritization, case-management, and documentation skills.
• •Ability to work effectively in a large, complex, and matrixed organization.
• •Proficiency with HR technology, case-management platforms, knowledge management tools, and standard business applications.

Preferred

• •Experience supporting a large, complex, highly regulated, or geographically dispersed organization.
• •Experience across multiple HR programs or service areas.
• •Experience in healthcare or another complex workforce environment.
• •Working knowledge of applicable employment laws and HR compliance requirements.
• •Experience with Workday, ServiceNow, or a comparable HR case-management platform.
• •PHR, SPHR, SHRM-CP, SHRM-SCP, or comparable HR certification

The anticipated hiring range for this role is $90,000 - $120,000, with the actual salary offered determined based on the candidate’s experience, skills, and qualifications.

Additional Job Details (if applicable)

Remote Type

Remote

Work Location

399 Revolution Drive

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$63,648.00 - $92,570.40/Annual

Grade

6

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an ov