| The University of Washington (UW) is proud to be one of the nation's premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty. |
During summer 2017, the UW will go live with implementation of a new Human Resources and Payroll system, called Workday. To effectively deliver campus customer support services, the university will establish an Integrated Service Center (ISC). Reporting to the Associate Vice President for Information Management. The Integrated Service Center (ISC) Executive Director will be responsible for assisting with the planning and implementation of the ISC, and later, the management and oversight of the HR/P ISC services organization at the University of Washington. The ISC will deliver a high level of service to a community of over 40,000 customers by facilitating employee inquiries and transactions in an efficient, accurate and compliant manner.
Lead a team dedicated to supporting the University's faculty, staff and student employees; the team will serve as a first point of contact for designated HR and Payroll inquiries, and will be responsible for processing a limited scope of centralized Human Capital Management (HCM) system transactions.
Provide strategic leadership in the delivery of services that are timely, accurate and highly attuned to the complexities of the university environment. Specifically, manage customer-focused inquiry and transactional processes in accordance with established policies/procedures, coordinate with stakeholders in support of a continuous improvement model, and strategically advance the direction of the center to adapt to the changing requirements of the University.
Drive clear communications with ISC employees and a collaborative approach to working with Central Business Units (CBUs), as well as faculty, staff, and student employees throughout the University.
Work across organizational units, institutional structures and cultural barriers to continually mature the support services of the ISC. Operationalize support services which will be provided through a multi-tier customer inquiry and issue resolution model, including Tier 0 Self-Service content, Tier 1 as the first point of contact for question and walk-in services, Tier 2 operational transaction support and Tier 3 Workday application and operational support.
Develop team acumen by building end-to-end insight across highly integrated and complex Workday processes. Guide the ISC in the development of processes and policies that establish a foundation for continual process improvement, negotiate and build strong working relationships with key campus stakeholders on process changes and develop/promote comprehensive knowledge management processes.
Develop strong partnerships with key Central Business Units, including Human Resources, Academic Human Resources, Payroll, and Benefits. Collaboratively implement changes required by new and changing statutes, regulations, labor contracts and other policies.
Bachelor's degree in Human Resources, , Business Administration, Information Science, Computer Science or related area.
Six or more years' experience working with and managing HR or Payroll processes
Demonstrable leadership experience, including supervision of diverse staff in a deadline-driven environment and cultivation of trust, strong collaboration and professional development on a high-performing team
Experience coordinating with functional configuration and technical teams to resolve system issues, enhance business processes and support testing activities
Demonstrable experience delivering high quality customer services to an organization in a leadership role, including management of complex inquiries and efficient workflows during high-volume transactional timeframes; experience using metrics/data to manage process, performance and to communicate with stakeholders
Experience collaborating with key stakeholders to balance competing priorities, including process compliance, efficiency and user satisfaction considerations
Experience communicating effectively with diverse stakeholders, including customers, governance teams and key process stakeholders
Experience utilizing a proactive continuous improvement/iterative approach to meet HR and Payroll process design requirements, engaging stakeholders to promote feedback and refine working frameworks on an ongoing basis
Master's degree in Human Resources Business Administration or an information technology related field.
Working experience managing relevant business processes in a higher education environment
Experience functioning as a primary expert implementing and/or managing end-to-end HR and Payroll business processes using Workday or a similar HCM/Payroll system, including resolution of complex or time-sensitive customer service issues
Experience in a leadership role in a shared services environment or equivalent
Working experience designing and/or managing relevant business processes at the University of Washington or in a comparable higher education environment
Experience designing and managing Workday foundational elements, business processes and associated reporting functionality
Experience in the use of customer support infrastructure tools, including a service management systems, knowledge base and associated reporting tools
Experience in formulating, negotiating and developing Service Level Agreements (SLAs)
Demonstrated excellent written/oral communication skills, technical documentation skills, user liaison skills, and personal interaction abilities
Conditions of Employment:
A satisfactory criminal history verification outcome may be required prior to hire.