Senior Manager HR Solutions Team (Hybrid) - Human Resources

Washington University in St. Louis • St. Louis, MO

3d • $96,000 - $169,300 • Hybrid

About The Position

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.

Requirements

• High school diploma or equivalent high school certification or combination of education and/or experience.
• Human Resources, Payroll, Or Management (3 Years)
• Washu Financial/Administrative/Student Information Systems (E.G., Workday, Sis, Cognos, Tableau) (2 Years)

Nice To Haves

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

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.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees