Scheduled Hours

40

Position Summary

Provides specialized Human Capital Management (HCM), compensation, time/absence or academic information oversight and support and addresses complex to highly complex processes, policies and transactions within the University across multiple schools and departments, and divisions. In addition, this role provides internal/external operational training, as well as direction and oversight to the team responsible for data entry in order to ensure adherence and on-going updates to standard operating procedures and customer service level agreements. Serves as key point person to departments for payroll and other HCM support.

Job Description

Primary Duties & Responsibilities:

Customer Service

• Responds quickly and effectively to all departmental questions related to transactions as well as adhere to timeline driven standards.

• Serves as liaison for various departmental, divisional and school-wide customer communications and payroll regarding policies and procedures to assist, resolve problems and/or escalate issues in a timely manner.

• Provides support with answers to common and escalated questions on detailed and often complex employee and manager processes or policies to ensure timely follow-up and resolution to all questions and situations serving as subject matter expert.

Data Management

• Adheres to University and HR regulatory standards for data management and integrity and validate supporting documentation.

• Audits and/or approves data, which may include transactions such as promotions, transfers, equity adjustments, academic appointments and/or all monthly and/or biweekly payroll transactions to ensure consistency with University policies and deadlines.

• Monitors transactions to review for FLSA compliance and ensure adherence to salary range rates and starting salaries and time management, as needed.

• Collects transactional data, identifies trends and communicates reports of inquiry themes to the broader client base.

• Monitors, reviews, and conducts analysis of established Service Level Agreements (SLAs) and communicates routinely with customers on adherence trends for all areas assigned under supervision.

Team Oversight

• Provides day-to-day leadership to the team executing the data entry/management within functional area the critical processing tasks in HR operations.

• Facilitates just-in-time learning for team members.

• Conducts and documents formal knowledge transfer using relevant approaches (1-on-1 discussions, summaries, job aids, FAQ’s, etc.)

• Monitors duties of team members to balance workload.

Maintain Standards

• Identifies opportunities for improvement and follows up to ensure consistency and a high standard of customer service.

• Engages in continual improvement through on-going training.

Internal Collaborator

• Communicates proactively with Data Audit Lead on a routine basis regarding trends in data to work on streamlining efforts.

• Collaborates with internal University resources to develop best practices that facilitate data integrity, University compliance and quality assurance in a timely manner.

Support

• Provides back-up support and assistance to the team. Participate in business process testing and initiatives as appropriate for assigned area of support.

Peforms other duties as assigned.

Working Conditions:

Job Location

• Normal office environment

Physical Effort

• 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:

Large, Complex Human Resources/Payroll Service Cente