HR Shared Services Senior Manager

Job Description

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.

• 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.
• Sures P&T People Center is staffed appropriately based upon hours of operation, expected call volume, and expected transaction volume.
• Creats 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.
• Maintains and communicates accurate metric statistics.
• Suggests and implements new metrics and SLAs as needed in partnership with P&T SMEs and leadership.
• Maintains and communicates accurate metric statistics.
• 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.
• 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.
• 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.
• Able to influence cross-functional domains.

Knowledge, Skills, and Abilities

• 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.
• Experience with employee benefits administration and communication.
• Experience with ServiceNow.
• Experience with process automation through technology.

Job Qualifications

• Minimum Qualifications:
  • 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
  • Proven proficiency in MS Office Products
  • Experience with process automation through technology
• Preferred Qualifications:
  • Experience with employee benefits administration and communication
  • Workday experience
  • ServiceNow experience

Additional Information

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.