Senior HR/Payroll Shared Services Specialist

Rutgers University • New Brunswick, NJ

407d

About The Position

The Senior HR/Payroll Shared Services Specialist at Rutgers University plays a pivotal role in the OneSource Faculty and Staff Service Center, serving as the first point of contact for HR and Payroll inquiries. This position is responsible for ensuring high levels of customer satisfaction and operational efficiency, supervising customer service representatives, and assisting in the development of strategic plans for service operations. The role requires a blend of customer service expertise, HR knowledge, and leadership skills to effectively manage inquiries and enhance service delivery.

Requirements

• Bachelor's degree or an equivalent combination of education and/or experience.
• A minimum of two years of relevant experience preferably in a customer service role in a call or shared services center.
• Customer service and issue resolution skills.
• Knowledge of call/service center operations and case management system operations.
• Basic knowledge of general HR/Payroll practices, policies, and procedures.
• Excellent customer service and communication skills.
• Ability to effectively address challenging situations related to customer issues/complaints.
• Ability to apply sound judgment and discretion with sensitive information.
• Ability to operate successfully and multitask in a fast-paced environment.
• Problem-solving and issue resolution skills across a broad scope of HR and payroll topics.
• Ability to navigate and leverage knowledge and case management technology.
• Ability to lead and develop a large team of customer service representatives.

Nice To Haves

• 4-5 years of supervisory experience in a customer service role in a call or shared services center focused on HR and Payroll services.

Responsibilities

• Assist the Associate Director of Service Center Operations with the development of overall ESC operations strategic plan and growth strategy.
• Ensure all relevant procedural/legislative requirements are fulfilled while delivering quality and cost-effective service to customers.
• Identify and communicate leading practices and innovative approaches for service delivery into ESC operations.
• Conduct intake for all HR/Payroll related inquiries and escalate to appropriate parties as necessary.
• Ensure timely resolution of cases and follow through to completion to provide the best customer experience.
• Track and monitor cases to identify root causes of issues.
• Document inquiry resolution and escalation in the case management system.
• Complete routine HR and payroll transactions.
• Serve as an escalation point for customer service representatives resolving self-service portal navigation and HR/Payroll issues.
• Assist in monitoring and evaluating HR transaction workflow and volume.
• Establish, monitor, and validate all data entry related to the database to ensure correctness.
• Identify trends and knowledge base needs and provide insight to management.
• Support recruiting, training, and employee development activities for ESC operations.
• Supervise customer service representatives and monitor their performance against pre-determined measures and standards.
• Provide effective and timely feedback to enhance employee performance.
• Create and maintain a collaborative, innovative, and customer-focused team culture.
• Support employee engagement and development initiatives for ESC employees.

Benefits

• Comprehensive benefit program including health insurance, retirement plans, and paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Educational Services
• Education Level: Bachelor's degree