Supervisor Service Delivery – Human Resources – Operations

Supervisor Service Delivery – Human Resources – Operations

Requirements

• High school diploma or equivalent high school certification or combination of education and/or experience.
• Financial And/Or Human Resources And Payroll Operations (7 Years)
• Critical Thinking
• Developing Plans
• Microsoft Office
• Project Administration

Responsibilities

• Monitors and balances workload of team members and streamlines workflows and processes to maximize efficiencies.
• Develops work procedures, assigns​ and work schedules, establishes performance metrics and monitors performance of team members.
• Collaborates with internal university resources to develop best practices and training that facilitate data integrity, university compliance and quality assurance in a timely manner.
• Oversees all aspects of projects, sets deadlines, assigns responsibilities, and monitors and summarizes progress of project.
• Establishes, monitors, and analyzes data metrics used to measure customer support effectiveness and efficiency.
• Monitors, delegates and responds to escalations in HR Operations support channels (phone, email and Service Now) to capture relevant details.
• Develops and maintains timely reports on appropriate metrics and communicates to team and leadership.
• Monitors the tickets assigned to the Service Now and HR Operations team for status and completion and review with management team and identify escalations.
• Executes HR Operations Department Billing and Visa Billing and is responsible for answering related customer questions.
• Manages HR Operations special projects and annual projects as assigned, including presentations, training, testing and working with other areas of HR or the university’s schools or departments.
• Plans and executes HR Operations internal projects.
• Develops and maintains documentation repository and HR Operations website including but not limited to Standard Operating Procedures and departmental assignments.
• Confers with project personnel to identify and resolve problems.
• Manages variety of reporting, and central projects using HR data from both current and legacy systems. Analyzes data and produces reports while meeting deadlines.
• Monitors and audits transactions for federal, state, local and university compliance and accuracy.
• Engages in continual improvement through on-going training with a focus on best practices, appropriate systems documentation and knowledge -based articles to develop documentation on best practices.
• Proactively partners with all HR departments and Workday Support Team to identify issues, analyze data, and suggest ways to improve process adjustments to improve customer satisfaction and streamline workflows.
• Monitors and audits operational reports and Service Level Agreement (SLA) standards. Reports on workflow processing time, exceptions and compliance and follows through with teams on specific issues to resolve delays in processing time.
• Communicates and ensures the team compliance for Standard Operating Procedures (SOP) and makes updates based on changes to department and university practices and policies.
• Identifies, recommends and/or implements new technologies and tools to improve the employee experience, adapts to business changes and improves operating efficiencies.
• Researches complex issues to ensure an effective resolution and communicates to assigned stakeholders and internal/external customers.
• Implements system improvements, manages workflow efficiencies, and resolves escalated customer concerns resulting in a high-level of support and superior customer service.
• Fosters collaboration and partnerships internally and externally to deliver exceptional service and maintain strategic alignment.
• Develops, implements, facilitates and supports training materials and troubleshooting guidelines.
• Facilitates just-in-time learning for team members as issues arise and conduct/document formal knowledge transfer using relevant approaches (1-on-1 discussions, summaries, job aids, FAQ’s).
• Builds out training curriculums for both internal HR Operations team and partner with Workday OCM to build out and execute the train the trainer program.
• Hires, trains, manages and evaluates performance of Service Delivery team.
• Provides back-up support and assistance to the team. Participates in business process testing and initiatives as appropriate.
• Engages in continual improvement through on-going training to raise overall quality of data.

Preferred Qualifications

• Bachelor’s degree
• Master’s degree
• Certified Professional (SHRM-CP) – Society for Human Resource Management
• Senior Certified Professional (SHRM-SCP) – Society for Human Resource Management
• Senior Professional in Human Resources (SPHR) – Society for Human Resource Management
• Analytical Thinking
• Business Reporting
• Customer Service
• Data Analysis
• Database Management
• Deadline Management
• Detail-Oriented
• HR Benefits
• Human Resource Management
• Human Resources (HR) Software Systems
• Independent Judgment
• Labor and Employment Law
• Labor Standards
• Oral Communications
• Payroll Software
• Payroll Taxes
• Receptive to Feedback
• Shared Services
• Website Navigation
• Written Communication