1. Manages and directs the daily operations of the service center, including work schedules, recruiting, maintaining proper staffing, coaching, and supervising individuals in a team environment. 2. Serves as a liaison between HR functions and other functions outside HR with whom business processes are linked that result in highly complex/sensitive issues. 3. Manage and support daily department operations to include, but not limited to, incoming calls, escalation, and in-progress case management. Provides leadership and direction for phone operations to include troubleshooting, working with Yale's vendor and updates and changes to phone messaging. 4. Monitor, analyze and present monthly departmental KPIs/SLAs to assess accuracy and effectiveness of processes. Identify trends or items requiring immediate corrective action and develop action plans that foster continuous improvements. Produce quarterly analytics for leadership review and present recommendations for adjustments. Demonstrates high-level knowledge and skills in key behaviors that reflect expertise in communication, customer service orientation, problem solving, resource management, results orientation, teamwork and cooperation, leadership and managing performance. 5. Keeps abreast of current and emerging trends and technologies, regularly explores ways to leverage and improve results. 6. Provides feedback and positive communication to motivate service center staff members and achieve service level goals, by establishing regular feedback. Able to recognize group dynamics, able to recognize when group is not functioning at capacity and develops plan/structure to improve teamwork. Conduct daily/at minimum, weekly huddles with department. 7. Accountable for identifying, recommending, implementing, and evaluating best practices using data driven approaches to problem solve and sustain high quality service achievements. Develop and critically evaluate workflows/SOP to improve work procedures. 8. Provides organization and support to the orientation of new staff, incorporation into the organization and department training. 9. Escalates issues that are central to the role and contributes to the improvement and ongoing development of core critical processes. 10. Develops departmental goals in partnership with leadership to advance and support the philosophy and goals of HR Operations. 11. Responsible for maximizing employee satisfaction and continually identifies new opportunities to promote professional development. 12. Ability to identify and demonstrate corrections and implement changes as related to department needs. Identifies and implements changes based on department and organizational needs. 13. Other duties as required.
Required Skill/ability 5: Ability to effectively communicate both, orally and written across all levels of the organization on business processes, knowledge articles, follow up correspondence, and presentations as requested. Proficient in Microsoft tools.
Posting Position Title: Manager, Employee Services
Required Skill/ability 3: Ability to create and process reporting from application systems and ability to perform analysis. Excellent managerial, critical thinking and strategic thinking abilities. Ability to direct and influence change and problem solve.
Work Week: Standard (M-F equal number of hours per day)
University Job Title: Employee Services Manager
Required Skill/ability 1: Exceptional customer service and focus centric individual. Excellent analytical ability to identify trends and use customer data to improve processes, solution, set KPIs and enhance CRM application.
Required Skill/ability 4: Strong interpersonal skills to collaborate with cross-functional teams and stakeholders across the university and represents HR as the liaison developing relationships with internal and external customers to achieve short- and long-term goals. Ability to handle multiple priorities efficiently and effectively.
Required Skill/ability 2: Working knowledge of Workday and Salesforce applications that has proven to drive improvements and efficiencies in the systems. Implemented Telephony solutions and proficient in usage of applications and telephony reporting.
Bachelor's degree in Human Resources, Business, or a related field. Minimum five years of related experience or an equivalent combination of experience and education required.
Internal Number: 66450BR
About Yale University
Yale University is an American private Ivy League research university located in New Haven, Connecticut. Founded in 1701 in the Colony of Connecticut, the university is the third-oldest institution of higher education in the United States.