Scheduled Hours

40

Position Summary

Leads and directs HR Solutions Center Response Team responsible for responding to employee and manager inquiries across HR topics, ensuring high-quality, timely, and customer-focused service delivery that meets or exceeds defined service levels.

Job Description

Primary Duties & Responsibilities:

• Adapt HR Solutions Response team structure to meet evolving HR and institutional needs.
• Lead Tier 1 response team members handling HR inquiries, data management triage, and case management through coaching, team building, and employee development. Oversee scheduling, staffing, and workload balancing to ensure adequate coverage across service channels.
• Supervise, oversee, manage, audit, and troubleshoot workflows and monitor daily transactions. Handle escalated common inquiries from team, uncommon/specialized employee inquiries regarding core HR issues and employee data questions and concerns when needed prior to further escalation.
• Manage employment verification vendor (Equifax Work Number) - team training and issue and access management. Ensure accuracy, confidentiality, and compliance with internal and external requirements.
• Monitor and analyze service quality metrics – including response times, first-contact resolution, and customer satisfaction, to ensure service level agreements are consistently met.
• Oversee governance and maintenance of the HR knowledge base, FAQs, and response templates.
• Provide service performance reporting and actionable insights to HR leadership, supporting data-driven decision–making across all areas of HR.
• Partner with HR Centers of Expertise, HR Business Partners, and Systems Solutions to:
  • Resolve escalated and specialized employee inquiries.
  • Identify root causes of recurring issues.
  • Analyze inquiry trends and recommend process, communication, or policy improvements.

• Support continuous improvement and technology enhancements to streamline case handling and inquiry management.
• Develop and maintain procedures, performance standards, SLAs, and quality metrics to ensure consistent service delivery across HR.
• Perform other duties as assigned.

Working Conditions:

Job Location / Working Conditions

• Normal office environment
• Typically sitting at desk or table.
• Repetitive wrist, hand or finger movement.
• Ability to move to on and off-campus locations.

Equipment

• Office equipment

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Required Qualifications

Education:

High school diploma or equivalent high school certification or combination of education and/or experience.

Certifications/Professional Licenses:

No specific certification/professional license is required for this position.

Work Experience:

Human Resources, Payroll, Or Management (3 Years), Washu Financial/Administrative/Student Information Systems (E.G., Workday, Sis, Cognos, Tableau) (2 Years)

Skills:

Not Applicable

Driver's License:

A driver's license is not required for this position.

More About This Job

WashU seeks highly motivated individuals who are able to perform duties in a manner consistent with our core mission and guiding principles.

Preferred Qualifications

Education:

Bachelor’s degree or combination of education and/or experience may substitute for minimum education.

Certifications/Professional Licenses:

No additional certification/professional licenses unless stated elsewhere in the job posting.

Work Experience:

No additional work experience unless stated elsewhere in the job posting.

Skills:

Analytical Problem Solving, Business Mathematics, Collaboration, Confidentiality, Customer-Focused Leadership, Data Governance, Detail-Oriented, Employment Law Training, HR Strategic Management, Human Resources Compliance, Human Resources Policies, Influencing Without Authority, Leadership Essentials, Leadership Training and Development, Policy Administration, Process Development (PD), Results-Oriented Leadership

Grade

G16

Salary Range