| 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. |
To support our faculty, staff, and student worker community, the UW is creating an Integrated Service Center (ISC) as a multi-channel resource (website, phone help desk, and walk-in center) for HR and Payroll inquiries and transactions. The ISC is the mission-critical portal to achieve the goals of the HR/Payroll Modernization Program, the largest single administrative initiative ever undertaken by the University. The ISC will not only support the transition to a new HR/Payroll technology, but will also play a role in facilitating new business processes across campus.
We are seeking highly motivated, entrepreneurial, team-oriented individuals to launch and staff the ISC. You will help to build a world-class shared services organization, dedicated to providing an exceptional customer service experience. You will deliver seamless support services in a one-stop shop where UW employees' inquiries are responded to with enthusiasm, efficiency, accuracy, and full legal compliance. Your commitment to collaboration and customer care will improve the way the UW works and contribute to a culture of service that ensures access and inclusivity for everyone.
The University of Washington's Integrated Service Center has an outstanding opportunity for a HCM Manager to play a key role in providing unified human resources and payroll customer support to employees throughout the institution.
The HCM Manager will be responsible for managing the Tier 2 HCM Operations function of the ISC. In this capacity, the incumbent will play a critical role in delivering quality HCM processes and a high level of customer service to the organization. The HCM Operations team will have responsibility for executing designated HCM transactions, reviewing/approving compensation changes, maintaining a partnership with distributed Department Administrator roles, verifying supporting documentation and addressing escalated customer inquiries. This role will monitor team performance, identify patterns in case escalations/resolutions and promote improved customer service through regular updates to knowledge management content.
Manages HCM Operations in the ISC
Manages and coaches a team of Tier 2 HCM Service Partners
Cultivates a high-caliber service environment
Ensures HCM Service Partners are sufficiently trained to meet established service standards
Manages team workload through collaboration, cross-training and distribution of day-to-day responsibilities as required to meet established service standards
Manages Transactional HCM Processes
In collaboration with ISC leadership, oversee HCM transactional processes, including the definition of requirements/dependencies within and external to Workday functionality
Ensures the timeliness and accuracy of customer responses
Ensures completion of assigned HCM transactions in accordance with established standards
Coordinates with other Tier 2 resources and external Central Business Unit experts to address escalated inquiries
Adapts efficiently to changing policy, process and system requirements in support of a continuous improvement model
Identifies and promotes process improvement opportunities in coordination with ISC Operations Director
Ensures HCM Service Partners develop constructive alignments with designated areas of the organization in the interest of delivery high quality services
Promotes use of ServiceNow to facilitate management of inquiries/issues in accordance with established protocol
ISC Services Support
Partners with ISC leadership to ensure service level agreements (SLAs) and key performance indicators (KPIs) are at or above standards constantly striving to improve the quality and customer experience
Supports periodic Workday update processes, including HCM testing activities
Supports ISC knowledge management processes, including identification and verification of additions/changes to the working repository of knowledge content
Supports ISC training activities, including development and verification of relevant content
Bachelor's Degree in Human Resources, Payroll, Business Administration, Information Science, Computer Science or related areas and a minimum of six to eight years of applicable experience.
Experience working in a generalist role, including processing transactions in HCM systems, and facilitation of inquiries directed via disparate channels (i.e., phone, e-mail, case management tools, etc.)
Experience working in the HR domain, with increasing responsibility in leadership, supervision, and span of control
Experience working in a management/leadership role in the HR, Benefits and/or Payroll domains
Experience partnering with department transactional initiators and understanding the political landscape amongst distributed organizations
Demonstrable leadership experience, including supervision of diverse resources in a deadline-driven environment and cultivation of trust, strong collaboration and professional development on a high-performing team
Working experience managing relevant business processes in a higher education environment
Experience coordinating with functional and/or technical teams to resolve system inquiries/issues, enhance business processes and support testing activities
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 communicating effectively with diverse stakeholders, including customers and key process stakeholders
Experience using a proactive continuous improvement/iterative approach to meet HR and Payroll process design requirements, assimilating stakeholder feedback and refining operational frameworks on an ongoing basis
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration. Master's degree in Human Resources, Business Administration or information technology related field
Experience managing HCM transactions in Workday
Experience playing a leadership role in a shared services environment
Working experience designing, executing and/or managing relevant business processes at University of Washington or in a comparable higher education environment
Experience in the use of customer support infrastructure tools, including a service management system, knowledge base and associated reporting tools