The Associate Director for HR Operations & Customer Service Center at Northeastern University reports to the Director for HR Operations Services and is responsible for leading the customer-facing operational areas within Human Resources Management. Responsible for two direct reports (leads in HR-Operations and Customer Service) and associated team members and performance outcomes; ensures all systems, processes, audits and controls are established and maintained to support a large and highly-complex, growing, global-focused organization. Ensures appropriate auditing and controls are in place and all deadlines are met. Delivers exceptional, high-touch customer care and responsiveness; develops and reports on key metrics and drives performance against service level agreements (SLAs).
Bachelor's degree in related field – Human Resources, Business, required. Master's degree, preferred. Certification in Human Resources Management (e.g.: PHR, SPHR, etc.), preferred.
6 – 8 years of HR and customer service operations experience required, with a minimum of 3-5 years of leadership experience, strongly preferred.
Relevant experience in large, complex, multi-state environment, strongly preferred. Higher-education, healthcare, or other large, complex industry experience, strongly preferred. Canada and/or other non-domestic experience, strongly preferred.
Experience with HR system implementations, system enhancements and/or conversions, and implementing audits, controls, metrics dashboards and service level agreements (SLAs).
Successful leadership of high-performing teams; highly skilled in performance management including individual and team development, training, coaching.
Demonstrated success developing and implementing successful projects, policies to drive compliance and business optimization of systems.
Experience with HR service delivery models, preferred.
This position will require a criminal background check.
Requisition Number: STFR005446
Internal Number: 61150
About Northeastern University
Founded in 1898, Northeastern University is a private research university located in the heart of Boston. Northeastern is a leader in worldwide experiential learning, urban engagement, and interdisciplinary research that meets global and societal needs. Our broad mix of experience-based education programs?our signature cooperative education program, as well as student research, service learning, and global learning?build the connections that enable students to transform their lives. The University offers a comprehensive range of undergraduate and graduate programs leading to degrees through the doctorate in nine colleges and schools.