Rutgers, The State University of New Jersey, is seeking a Manager of HR and Payroll Services within the OneSource Faculty and Staff Resource Center (OneSource FSRC). This position is responsible for leading and overseeing all HR and payroll transaction activity coming into the OneSource FSRC and managing all functional specialists in the organization; this includes managing the timeliness, efficiency and completion of all HR and payroll customer queries.
Among the key duties of this position are the following:
Oversee delivery of HR and Payroll Services to customers across the University.
Establish operational goals and objectives for all HR and payroll specialists.
Develop and monitor performance of HR and payroll specialists against service standards and associated KPIs for service quality, accuracy, timeliness, consistency, customer satisfaction, and resource management.
Serve as subject matter resource for HR and payroll specialists.
Monitor inquiry volume, cycle times and other operational metrics to inform call center resourcing plans.
Inform updates of OneSource FSRC's knowledge management solution to ensure latest information is included from an HR and payroll perspective.
Prepare monthly reports to monitor and analyze trends in call center inquires and issue resolution and ensure that necessary actions are taken to maximize service center performance and customer satisfaction.
Identify process improvement opportunities across end-to-end OneSource FSRC processes, and lead process and technology driven business process reengineering initiatives.
Develop and lead recruiting, training, and employee development activities to support the OneSource FSRC call center.
Supervisory responsibilities for all HR and payroll specialists.
Monitor performance of OneSource FSRC HR and payroll specialists against pre-determined measures and standards; provide effective and timely feedback to enhance employee performance.
Create, foster and maintain a collaborative, innovative and customer-focused team culture.
Lead employee engagement and development initiatives for OneSource FSRC employees to enhance job satisfaction and morale.
Coordinate closely with OneSource FSRC leadership team to provide OneSource FSRC employees with opportunities for cross training, rotational programs and career progression within the OneSource FSRC.
Collaborate with OneSource FSRC leadership and other Associate Directors and managers to develop overall OneSource FSRC strategic plan and growth strategy, and ensure translation of strategy into tangible objectives, targets and actions.
Ensure all relevant procedural/ legislative requirements are fulfilled while delivering a quality and cost-effective service to customers.
Identify and incorporate leading practices and innovative approaches and tools for service delivery into OneSource FSRC operations.
Support the development of OneSource FSRC policies and procedures, ensuring that they promote leading practices and comply with relevant laws and regulations.
Review and make recommendations regarding suite of HR and payroll services offered in the OneSource FSRC; inform OneSource FSRC Director regarding recommended HR and payroll programs and projects.
Minimum Education and Experience:
Requires a bachelor's degree, preferably in human resources management, business or related field, or an equivalent combination of education and experience.
Requires 5 years' experience delivering HR and Payroll services.
Required Knowledge, Skills, and Abilities:
Team leadership; employee development and training
Generalist level knowledge of a broad set of HR and Payroll services
Advanced critical thinking, logic, and problem-solving skills
Customer account and service management
Excellent written and verbal communication skills
Navigate, interpret and articulate complex policies and procedures; broad exposure to different. areas of HR and payroll
Performance management, analytics and clear communication of results
Master's degree, preferably in human resources management, business or related field
PHR, SHRM-CP. SHRM-SCP, SPHR, CPP, or an equivalent professional qualification
Knowledge of KPI design and analytics
Posting Number: 19ST2221
Location: Cook (RU-New Brunswick)
Internal Number: 89746
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.