HR Service Center Manager

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Salary Grade

Case Western Reserve University is committed to providing a transparent estimate of the salary range available for this position at the time of its posting. The salary range is between $52,705 and $66,672, depending on qualifications, experience, department budgets, and industry data.

Employees receive more than just a paycheck. University employees enjoy a comprehensive benefits package that includes excellent healthcare, retirement plans, tuition assistance, paid time off, and a winter recess.

POSITION OBJECTIVE

The HR Service Center Manager will develop, plan, implement, and manage the operational functions and supporting programs for the Human Resources Service Center (HRSC) at the university. Oversee the HRSC and delivery of general human resources services. The manager is responsible for concierge services and HR solutions for faculty, staff, clients, and visitors. Serve as HR partner and guide the campus community on HR-related services and activities. The HRSC manager will also work, as requested, on potentially substantive matters for various areas, such as designing and delivering staff professional development training, independently conducting Employee Relations investigations and grievances on employee issues and interpretation on policies and procedures; advising on the FMLA and leaves of absence process and providing assistance to the specialist; and assisting with benefits projects. This person will also be a subject matter expert on foreign worker I-9s for the HRSC.

The HRSC manager will also be the first point of contact for the international community, including the 2,500+ international students, as well as international faculty, staff, and scholars. The HRSC Manager will work with the Terra Dotta system to respond to international students¿ general inquiries. The HRSC Manager will serve as a Designated School Official (DSO) and Alternate Responsible Officer (ARO) for Case Western Reserve University.

ESSENTIAL FUNCTIONS

• Supervise and oversee the HR Service Center and HRSC team regarding the delivery of HR solutions, services, and resources. Create an environment of service excellence. Establish priorities and implement procedures for effective administration of the Service Center. Ultimate responsibility for smooth functioning of the reception area. Oversee and document customer calls, emails, and interactions. Where necessary, provide backup for answering incoming telephone calls, responding to HR-related questions, providing customer service for HR email alias accounts, and providing guidance to employees regarding where they can obtain the information in the future. Serve as customer contact and source of information to employees on established HR policies and procedures. Act as customer liaison and resource in the interpretation of HR policies and procedures. Provide assistance and information regarding HR programs. Educate, assist, and advise employees on HR processes and policies. Guide employees and customers in accessing tools and resources, including information online or in HCM. Quickly and accurately identify and assess client needs and take the appropriate action steps to satisfy those needs. Analyze situations and adopt an effective course of action when presented with HR issues. Solve problems systematically, using sound business judgment and follow through. Responsible for escalated customer issues and serve as customer liaison to HR business solutions. Probe for information to determine if the question can be answered immediately or if it needs to be routed or escalated to a Subject Matter Expert. Collaborate with HR leadership, directors, and functional teams in support of customer resolutions and delivery of HR solutions. Oversees HR Service Center staff in proper completion of new employees¿ I-9 and benefits paperwork. (20%)
• Establish and accomplish customer service human resource goals by hiring, training, coaching, counseling, and managing performance of HR Service Center staff; create, revise, and ensure compliance with KPI¿s for the Service Center; communicate job expectations; plan, monitor, appraise, and review job contributions; and enforce HR policies and procedures. Achieve customer service objectives through regular customer satisfaction surveys and generating customer service recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer service standards; resolving problems; completing audits; identifying customer service trends; identify process and system improvement opportunities for both the HR Service Center and HR areas based on customer feedback; and implementing change. (20%)
• Produce monthly, quarterly, and annual HR Service Center reports for leadership using utilization information, monthly customer contacts, and other data. Use metrics to identify trends and opportunities. Benchmark best practices. Analyze current administrative procedures with suggestions for optimizing efficiency. Enhance, improve, and maintain documented procedures. Improve customer service quality results by researching, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing change. Maximize operational performance by providing resources and HR advice, diagnosing and resolving problems, disseminating information, and communicating compliance/legal updates. Establish priorities and implement procedures for effective administration of the office. Analyze current administrative procedures with suggestions for optimizing efficiency. Enhance, improve and maintain documented procedures. (10%)
• Upon request, and under the direction of HR leadership, serve as a backup Subject Matter Expert, working on substantive matters and projects for various areas for HR Directors, including but not limited to HR initiatives, conducting Employee Relations investigations on employee issues and interpretation on policies and procedures; the FMLA, university leave policies, and leaves of absence process; recruitment; conduct overtime analysis; projects for compensation; benefits; and overseeing the HR Service Center Specialist in reviewing and processing ~1,000 Tuition Waivers and Tuition Exchange requests annually. Assist with benchmarking and other special projects for HR leadership. (10%)
• Employment: Develop, maintain, and ensure compliance with procedures and timeframes for posting open staff positions. Ensure the HR Service Center team follows those procedures and timeframes in posting staff jobs on the HCM Careers website, advertising job vacancies on job search websites or social media, sending kick off emails to hiring managers, advertising with university partners ( e.g ., Ohio Means Jobs and Veterans Advantage), working with the Office for Diversity, Equity, and Inclusive Engagement on underutilized positions and sharing the with appropriate minority focused organizations, and maintaining job openings for appointed academic positions in coordination with other departments/schools. Respond to applicants who email on the status of their application. Design, update as necessary, and deliver the weekly New Staff Orientation. Work with other departments in incorporating necessary onboarding information into orientation day. Enter DEA background checks for all lab students or employees working with drugs on a regular basis as required by regulations and university rules. (17%)
• Immigration: Serve as a Designated School Official (DSO) and Alternate Responsible Officer (ARO) for Case Western Reserve University. This role requires U.S. government adjudication and training and gives the Advisor the independent authority to advise international students on a case-by-case basis on their legal immigration status in the United States. Primary point of contact for international students. This includes printing appropriate paperwork from Terra Dotta, assisting international students with initial check-in, training HR Service Center staff on verifying I-94 and travel histories, signing travel documents as a DSO and providing foreign national employees and internal updates on applications as appropriate, or referring to the appropriate Subject Matter Expert. In coordination with Records, the Visa Team, and third-parties, directs the HR Service Center team in ensuring foreign workers documentation is complete, filed with the appropriate office or vendor, and Windstar tax information has been analyzed. (12%)
• Training and Development in Customer Service: Develop training materials and facilitate instructor-led courses and workshops designed to enhance an employee¿s knowledge, skill, or ability level in customer service. Develop and implement a university-wide, customer service training track for both staff and supervisors. Deliver customer service training. (9%)

NONESSENTIAL FUNCTIONS

• Determine relevant content, update, and regular maintenance for the Human Resources website. Make recommendations for the HR website, including the Supervisor¿s Toolkit and FAQs, and develop resources for the website based on analysis of questions coming to the HR Service Center. (2%)
• Participate in and support the HR event planning committee (e.g. Benefits Fair, Employee Appreciation Day, Staff Service Awards, Party on the Quad). (<1%)
• Participate in training sessions, HR staff meetings, and team projects. (<1%)
• Provide feedback and recommendations annually on staff development policies and procedures. (<1%)
• Perform other duties as assigned. (<1%)

CONTACTS

Department: Daily contact with HR Department and Visa and Immigration Services and Advisors (VISA) Office to seek information and resolution to employee inquiries.

University: Daily contact with faculty and staff employees.

External: Daily contact with customer inquiries outside the university ( e.g. job applicants, agencies, organizations).

Students: Daily contact with international students.

SUPERVISORY RESPONSIBILITIES

Directly supervise the HR Service Center Coordinators and/or Specialists. May train and monitor work of temporary and/or student employees.

QUALIFICATIONS

Experience: 5 years of customer service experience with high volume of customer interactions, including at least 2 years of human resources generalist experience. Higher education experience preferred.

Education: Bachelor's degree required.

REQUIRED SKILLS

• Professional presence appropriate for interacting with an audience. Competence in delivering professional presentations to adult learners.
• Familiar with training and adult learning concepts, practices, and procedures. Proven ability to deliver professional development course content and facilitate learning activities.
• Excellent communication skills, written and verbal; able to communicate clearly with an educationally, geographically, and ethnically diverse and mature audience.
• Ability to form effective partnerships with clients and establish rapport with others. Ability to bring constituents together, work collaboratively, and develop partnerships.
• Exceptional customer service skills. Proven ability to develop and sustain productive customer relationships. Models and reinforces the P.E.O.P.L.E. customer service behaviors and treats others with respect, empathy, and courtesy.
• Excellent interpersonal skills. Ability to listen and communicate with professionalism, empathy, and courtesy. High degree of comfort in person, over the phone and working with an executive-level audience. Encourages open expression of ideas and opinions. Ability to interact with colleagues, supervisors, and customers face-to-face.
• Strong organizational skills. Ability to prioritize and handle multiple projects and tasks successfully, changing priorities.
• Willingness and ability to take initiative and judgment in determining the need for information and process improvements. Ability to work independently with minimal supervision and as part of a team.
• Use time effectively and efficiently. Demonstrated ability to manage and prioritize multiple tasks and priorities. Ability to adjust to frequent change, delays, or unexpected events. Must be comfortable with multi-tasking, and flexible and able to adjust to changing priorities within a fast paced office setting. Ability to navigate ambiguity and change.
• Demonstrated accuracy, thoroughness, and attention to detail. Ability to take a strategic plan and break it into executional tasks.
• Ability to consistently meet attendance requirements.
• Ability to maintain a work environment that is marked by inclusiveness and respect for others. Ability to work with a diverse population.
• Ability to support university and Human Resources department by following policies and procedures; completes tasks correctly; supports organization's goals. Works with integrity and ethically; upholds the university¿s and department¿s values.
• Excellent computer skills. Advanced knowledge of Google Workspace ( i.e., Docs, Sheets, Slides, etc .,) and Microsoft Office application ( i.e., Word, Excel, PowerPoint, Access, etc. ). Proficient in the use of the internet. Knowledge of Drupal webpage maintenance and HR information systems ( i.e ., PeopleSoft and/or Oracle HR database system) a plus.
• Demonstrated history of successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest.

WORKING CONDITIONS

General office working environment. After orientation, this position is eligible for hybrid work arrangement up to two days a week working remotely.

Hybrid Eligibility

This position is eligible for hybrid work arrangement up to two remote days per week at the discretion of the department. New employees may begin a hybrid schedule upon approval from the supervisor, successful completion of an orientation period and signing the remote work checklist certification form.

EEO Statement

Case Western Reserve University is an equal opportunity employer. All applicants are protected under federal and state laws and university policy from discrimination based on race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, protected veteran status, disability, age and genetic information.

Reasonable Accommodations

Case Western Reserve University complies with the Americans with Disabilities Act regarding reasonable accommodations for applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the CWRU Office of Equity at 216-368-3066 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicants will be made on a case-by-case basis.

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