Manager, Human Resources Operations Support Team

Located in a historic neighborhood in the nation's capital, Georgetown offers rigorous academic programs, a global perspective, exciting ways to take advantage of Washington, D.C., and a commitment to social justice. Our community is a tight knit group of remarkable individuals interested in intellectual inquiry and making a difference in the world.

Requirements

The Human Resources Operations Support Team (HOST) is often the first point of contact for faculty and staff regarding their pay, benefits, or other aspects of employment.

The Manager, Human Resources Operations Support Team oversees HOST and serves as an ambassador of HR’s mission to care for its community and is responsible for the timely and accurate processing of human resources tasks relating to hiring, qualifying events, retirement, and termination. Additionally, the Manager supervises the HR Operations Support Analysts (“Analysts”) to ensure all service objectives and standards are achieved and maintained, handling escalated inquiries and providing escalation point for the team in HR-related service matters. Monitoring and maintaining established service center metrics, goals, and overall customer service levels, additional duties include, but are not limited to:

• Oversee employment-related and benefit services and processes, including Employment Verifications (such as completion of PSLFs and government background check requests), Unemployment Claims, I-9 processing, and background check initiation/follow-up.

• Ensure in-person coverage is provided for the 2115 Wisconsin Avenue and White Gravenor locations.

• Supervise the HR Service Analysts, managing workflow, training, and staffing to ensure service objectives and standards are met.

• Handle escalated (tier II) inquiries and provide advanced benefits-related assistance, including retirement planning and employment termination logistics.

• Conduct Benefits Orientations, Open Enrollment-related education sessions, and other training throughout the year, maintaining a thorough knowledge of all University-sponsored benefits plans and productive relationships with internal and external partners.

• Support the continuing development and deployment of the Georgetown Management System (GMS) as it relates to benefits, payroll, and employee self-service functions.

• Work closely with UIS and other University partners to leverage new and existing technologies in support of employee education, enrollment, and satisfaction.

• Ensure the Analysts are familiar with GMS and ongoing orientation of new employees in evolving GMS functionality.

• Interact with a diverse population on all campuses and at all levels of the University, handling customer inquiries professionally and with empathy.

Work Interactions

This position interacts with faculty, staff, retirees, prospective employees, and visitors across all Georgetown University campuses. The Analysts provide benefits and onboarding experiences for new employees, including senior-level administration, high-profile faculty, and athletic coaches. This role requires sensitivity to the diverse needs and backgrounds of the GU community and involves interactions in-person, on phone, Zoom, email, and during orientations and larger events. The Manager partners with the Director of Benefits Communication to create relevant outreach, conduct Benefits Orientations, Open Enrollment-related education sessions, and other training throughout the year. The Manager must maintain productive relationships with internal and external partners to ensure prompt resolution of escalated issues.

Requirements and Qualifications

• Bachelor’s Degree

• 5 years of experience handling telephones and customers in a very busy, complex office setting, or an equivalent combination of training and experience

• 2+ years of prior closely-related administrative experience, preferably in processing a high volume of documents with great attention to detail

• Strong communication skills and ability to provide exceptional service to a diverse group of individuals

• Ability to learn, interpret, and communicate a wide range of Human Resources programs, policies, and services

• Team player with excellent written and verbal communication skills

• Self-starter with good decision-making skills and the ability to multitask and prioritize

• Proficiency in Google Suite, MS Office applications (particularly Excel), Adobe Acrobat, and Zoom

• Knowledge of HRIS processing and data entry

Preferred Requirements and Qualifications

• HR/Benefits background

• Bilingual (Spanis