HR Shared Services Senior Manager

Western Governors University•Salt Lake City, UT

1d•$116,600 - $209,900•Remote

About The Position

The HR Shared Services Center Senior Manager (People & Talent People Center) is a dynamic and challenging role that meaningfully impacts Western Governors University’s (WGU) employee experience and People & Talent operations. This position serves as a champion of the employee experience within People & Talent (P&T) and leads a team of P&T People Center representatives. These representatives are at the heart of providing answers and guidance to employees, encouraging self-service where appropriate, and supporting a wide range of behind-the-scenes functions vital to the delivery of P&T services, programs, and policies. The team works alongside and continuously collaborates with subject matter experts (SMEs) throughout P&T. In addition to supervising this team, the People Center Senior Manager is a key contributor to ongoing benchmarking and strategy development in support of WGU’s employee experience, including participation in cross-functional initiatives and coordination with external advisers. Accordingly, this position requires prior experience in human resources including operations, analytics, or strategic planning within a large organization. This role operates in a high-pace, high-growth environment and demands positive passion and enthusiasm.

Requirements

Bachelor's degree
7+ years Human Resources experience
including 2+ years leading a team of direct reports and a shared services or operational function within an organization of 4,000+ employees
Demonstrated proficiency in MS Office Products
Knowledge of help desks, including help desk support software, such as ServiceNow
Experience with process automation through technology
Demonstrated prior experience and knowledge across strategic, design and operational aspects of human resources.
Very strong work ethic, cultural competency, collaborative orientation, and eagerness to take on new assignments, with the ability to excel in a very fast-paced environment with frequently changing priorities.
Ability to work with and present to senior leadership and stakeholders.
Strong interpersonal skills in dealing proactively with all levels of internal and external individuals including, employees, senior leadership, fellow team members and external administrators and advisers.
Keen interest in contributing to the success of teams and growth of individuals.
Actively contributes to a feeling of belonging among individuals in the organization.
Ability to make professional presentations and to communicate technical matters effectively and persuasively in writing, through emails and reports, or verbally.
Ability to play an active role in employee communication, including assisting with announcements and webinars.
Comfortable presenting information to employees at all levels of the organization.
Data-driven orientation with ability to diagnose root causes, identify primary drivers of outcomes, and recommend positive changes.
Collaborate with People Analytics experts as needed.
Ability to evaluate employee inquiry data on an ongoing basis; analyze and interpret data for trends, improvements, and efficiencies.
Working knowledge of human resources trends, laws, and regulations.
Ability to assist with peer and industry benchmark analysis, survey responses, and preparation of program design comparisons to other companies.
Demonstrated strong proficiency with MS Office products.
Strong understanding of HRIS and related processes associated with employment-related transactions, employee benefits, payroll, and the cross-functional impacts with other enterprise systems.
Knowledge of help desks, including help desk support software, such as ServiceNow
Strong knowledge and prior experience with HRIS/payroll systems.
Excellent written, verbal, and interpersonal skills; exceptional attention to detail.

Nice To Haves

Experience with employee benefits administration and communication
Workday experience
ServiceNow experience

Responsibilities

Champions the employee experience, ensuring employees can easily find information and perform actions related to work and life events.
Leads a team of P&T People Center representatives to ensure effective execution of designated P&T operations and related employee interactions.
Hires, trains, provides work direction, performance evaluation, recognition, and development of team.
Ensures P&T People Center is staffed appropriately based upon hours of operation, expected call volume, and expected transaction volume.
Creates a collaborative environment for the team through coaching, recognition and team building activities.
Plans, organizes, and prioritizes simultaneous operational and strategic activities within the P&T People Center’s scope.
Writes, reads, and interprets technical HR materials, contracts, plans, policies, and related documents.
Trains representatives on, and maintains data integrity of case management tool, while recommending and implementing enhancements to support customer service level agreements.
Acts as problem-solving resource for escalated inquiries.
Monitors types of inquiries or issues to determine and recommend improvements in processes, communication, and systems.
Collaborates with appropriate technologists to monitor/maintain People Center communication channels (email, chat, telephones) making sure each are operational and functioning properly.
Ensures that the P&T People Center team is achieving designated metrics and service levels (SLAs); mentors team to achieve improvement where needed.
Maintains and communicates accurate metric statistics.
Suggests and implements new metrics and SLAs as needed in partnership with P&T SMEs and leadership.
Takes responsibility for team’s accurate data entry in HR systems to enable accurate reporting, metrics, machine learning, and AI.
Presents at ‘Town Hall’ and ‘All Hands’ meetings to keep the University informed of initiatives that impact the employee experience or process changes, as necessary.
Acts as a backup to members of team when necessary.
Identifies opportunities for process improvement and implementation of best-practice solutions.
Works in close coordination with other P&T SMEs to train representatives on policies, programs, processes, systems, and customer service skills.
Partners with business and P&T SMEs to evolve and document HR processes, procedures, timelines, and requirements; identify opportunities for process and experience improvements that align with WGU priorities and culture.
Partners with other WGU stakeholders to support the design, administration, and communication of programs.
Collaborates with Internal Communications team as needed.
Anticipates unintended consequences and broader impacts of recommendations and proposed process changes.
Performs root cause analysis associated with P&T service delivery issues or problems from across the organization.
Identifies and recommends process or system improvements regarding the same.
Stays abreast of current and emerging market trends to identify potential employee experience opportunities and gaps.
Develops skills for presenting ideas and influencing stakeholders at all levels, including those at the senior level of the organization.
Consistently applies strong analytical orientations, attention to detail, and business acumen.
Coaches, develops, and provides actionable feedback to drive optimal performance and ongoing development of team members.
Maintains confidentiality, neutrality, and calm in addressing sensitive situations.
Promotes continuous improvement.
Drives best practices and standardization of P&T People Center operational processes.
Ability to influence cross-functional domains.
Performs other job-related duties as assigned.