Scheduled Hours

40

Position Summary

Manages Human Resources (HR) Operations Service Now workload and the team responsible for providing oversight and support within the university.

Job Description

Team Management

• 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.

• Manages continuous education and enforcement of employment compliance, FLSA law, time and attendance, understanding of WUSTL policy and procedures; training in customer service, skill development and support for team.

Service Delivery Management

• 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. Builds and maintains working relationships with team members, vendors, and other departments involved in the projects. 

• 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.

Project Coordination

• Collaborates with HR Operations, HRIS and other WashU stakeholders to assist with projects and process improvement initiatives.

• 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.

Data Integrity

• Adheres to university and HR standards for data management.

• Manages variety of reporting, and central projects using HR data from both current and legacy systems. Analyzes data and produces reports while meeting deadlines.

• Oversees HR systems and processes to ensure documents are uploaded and maintained in accordance with the university's electronic document management procedures and record retention guidelines when required.

• Monitors and audits transactions for federal, state, local and university compliance and accuracy.

Maintains Standards

• 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. Recommend system and/or dashboard adjustments based on analysis; propose procedural changes.

• 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.

Customer Service

• 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.

Support and Training

• 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.

Perform other duties as assigned.

Working Conditions:
Job Location/Working Conditions

• Normal office environment

Physical Effort

• Typically sitting at a desk or table

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:

No specific certification is required for this position.

Work Experience:

Financial And/Or Human Resources And Payroll Operations (7 Years)

Skills:

Critical Thinking, Developing Plans, Microsoft Office, Project Administration

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, Master's degree

Certifications:

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

Work Experience:

No additional work experience beyond what is stated in the Required Qualifications section.

Skills:

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

Grade

G12

Salary Range

$58,400.00 - $99,700.00 / Annually

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ.

Accommodation

If you are unable to use our online application system and would like an accommodation, please email [email protected] or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Pre-Employment Screening

All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.

• Competitive health insurance packages with priority appointments and lower copays/coinsurance.

• Take advantage of our free Metro transit U-Pass for eligible employees.

• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.

• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/

EEO/AA Statement

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity and especially encourages applications by those from underrepresented groups. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.

Diversity Statement

Washington University is dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment – fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.