Rutgers, The State University of New Jersey, is seeking Leave Administration Functional Specialists within the OneSource Faculty and Staff Resource Center (OneSource FSRC). This position is responsible for consistently delivering best in class OneSource FSRC Leave Administration related transaction services to support Rutgers. Their prime responsibility is to deploy specialized, in-depth knowledge to resolve faculty, staff and retiree inquiries related to Leave Administration. They will be the first point of contact for all Leave Administration related transactions coming into the OneSource FSRC and their goal is to resolve majority of the transactions.
Among the key duties of this position are the following:
Ensures all relevant procedural/legislative requirements are fulfilled while delivering a quality and cost-effective service to customers.
Identifies and incorporates leading practices and innovative approaches and tools for service delivery into OneSource FSRC operations.
Supports the development of OneSource FSRC policies and procedures, ensuring that they promote leading practices and comply with relevant laws and regulations.
Supports adoption of OneSource FSRC knowledge management and self-service capabilities.
Provides prompt assistance to customers for Leave Administration transactions while appropriately tracking and documenting inquires within OneSource FSRC's case management system.
Initiates and resolves staff leaves.
Manages employee return from leave through coordination with Departments and HR.
Manages disabilities and any family related leaves.
Informs updates of OneSource FSRC's knowledge management solution to ensure latest information is included from a Leave Administration perspective.
Identifies process improvement opportunities across end-to-end OneSource FSRC Leave Administration processes, and supports process and technology driven business process reengineering initiatives.
Ensures Leave Administration transactional services are being delivered in a consistent and efficient manner.
Collaborates and liaisons with Leave Administration Specialists, HCM Specialists and Customer Service Representatives to increase issue resolution efficiencies within the OneSource FSRC; serve as the approver for sensitive transactions.
Supports recruiting, training, and employee development activities to support the OneSource FSRC call center.
Creates, fosters and maintains a collaborative, innovative and customer-focused team culture.
Supports employee engagement and development initiatives for OneSource FSRC employees to enhance job satisfaction and morale.
Minimum Education and Experience:
Bachelor's Degree in a related field from an accredited college or university.
2-3 years of experience delivering Leave Administration services in a fast-paced, high volume environment.
Required Knowledge, Skills, and Abilities:
Possess specialized, in-depth knowledge of Leave Administration processes, policies and practices.
Knowledge of HRIS and case management/ticketing software.
Knowledge of Absence Reporting System (ARS).
Demonstrated proficiency in Microsoft Office including Excel, Word and PowerPoint.
Commit to best-in class customer service experience for diverse faculty and staff population.
Articulate and navigate policies and procedures.
Ability to understand HR terminology/concepts, policies and procedures.
Utilize strong written, verbal and interpersonal skills.
Advanced critical thinking, logic, and problem-solving skills.
Ability to handle and maintain confidential information.
Possess a positive, team-oriented approach to service delivery.
Master's degree in a related field from an accredited college or university.
PHR, SHRM-CP. SHRM-SCP, SPHR, or an equivalent professional qualification.
3-5 years of experience delivering Leave Administration services in a fast-paced, high volume environment in a large public sector organization.
Posting Number: 19ST2227
Location: Cook (RU-New Brunswick)
Internal Number: 89731
About Rutgers University
Rutgers, The State University of New Jersey, is a leading national public research university and the state's preeminent, comprehensive public institution of higher education. Rutgers is dedicated to teaching that meets the highest standards of excellence; to conducting research that breaks new ground; and to turning knowledge into solutions for local, national, and global communities. As it was at our founding in 1766, the heart of our mission is preparing students to become productive members of society and good citizens of the world. Rutgers teaches across the full educational spectrum: preschool to precollege; undergraduate to graduate and postdoctoral; and continuing education for professional and personal advancement. Rutgers is New Jersey's land-grant institution and one of the nation's foremost research universities, and as such, we educate, make discoveries, serve as an engine of economic growth, and generate ideas for improving people's lives.