University Human Resources Service Team Supervisor
Job Number: 86479
School/Unit Description: Stanford University is one of the world's premier academic and research institutions, devoting tremendous intellectual and physical resources toward the betterment of humanity. As a major Silicon Valley employer, Stanford seeks people committed to excellence and to improving our world. In turn, the university is committed to supporting its employees as they develop their careers and enrich their lives.
Position Summary: The UHR Service Team is a dynamic customer support team that receives, researches and resolves customer inquiries from over 19,000 faculty, staff and retirees; and work closely with third-party vendors. This includes, but not limited to case management, processing enrollment elections, and responding to questions related to our HR benefits programs.
As the UHR Service Team supervisor, you will be responsible for providing leadership and direction to the team and over daily operational and administrative functions. Manage team workload, resources and compliance with Service Level Agreements (SLA) to ensure deadlines and customer service measurements are met. Direct supervision over staff, including performance management and development. Oversight of training of new team members and implement ongoing training for the entire team as needed. Utilize reporting tools to gain operational insight in order to identify and manage problems and propose resolutions. Establish and maintain strong, collaborative relationships with business partners to identify ways to enhance and ensure customer satisfaction. Work with the director to foster an environment in which continuous improvement in business processes and services are welcomed and recognized.
Success in this role means working well in a fast-paced, high volume environment; possessing strong problem solving skills, having high emotional intelligence and clearly communicating complex matters in a clear and friendly manner
Your responsibilities will include:
Supervise daily work activities of the unit and provide subject matter expertise. Responsible for hiring and retaining staff, career coaching, training, personal development for direct reports and accountable for the performance of employees.
Monitor all incoming work queues. Ensure department's volume of output meets service level agreements and work completion within schedule and varying constraints
Provide subject matter expertise in a customer support environment. Resolve escalated issues or refer to specialized benefits expert as needed.
Lead projects requiring technical expertise, creativity and analysis (e.g. assign resources set timelines, monitor task completion).
Make recommendations for process improvements to continuously improve efficiency and customer service
Manage medium-to-large administrative programs and oversee programs being supported by staff. Participate in larger projects, (e.g. Open Enrollment support).
Contribute to the development, communication and implementation of policies, procedures, best practices, recommendations, and guidelines for standards.
Represent UHR to Stanford on benefit programs, policies, or initiatives at workshops, presentations, new employee orientations, or in one-on-one meetings with employees, retirees, faculty, and HR clients. Interact with HR professionals at all levels.
To be successful in this role, you will bring:
Bachelor's degree and four years of relevant benefits experience or combination of education and relevant experience.
Demonstrated supervisory skills including conflict resolution.
Ability to plan effectively and to manage/supervise projects and work queues.
Ability to provide excellent client service.
Ability to lead projects requiring benefits expertise and creativity in analysis.
Excellent oral and written communication skills, with the ability to communicate complex benefits issues in layman terms.
Strong attention to detail and accuracy.
Proven ability to learn and apply general human resources policies using problem-solving skills.
Demonstrated ability to maintain confidentiality and effectively handle highly sensitive and personal information with sound judgement, tact and discretion.
Ability to multi task and to effectively organize workload.
Strong, effective interpersonal, and customer service skills.
Strong computer skills, including Microsoft Office suite (Outlook, Word, Excel, and PowerPoint). Experience using email and internet.
Proficient in using human resource management systems, such as PeopleSoft and time/leave systems.
Ability to manage and direct the work of others. Able to conduct performance evaluations and provide constructive feedback.
Knowledge of employee benefits programs and the relevant laws and regulations that govern them, including medical, dental, vision, life, short and long term disability, COBRA, ERISA, cafeteria plans, flexible spending accounts, and retiree medical benefits.
Ability to frequently stand/walk, sit, perform desk-based computer tasks, use a telephone, and grasp lightly/fine manipulation. Occasionally twist/bend/stoop/squat, reach/work above shoulders, grasp forcefully, lift/carry/push/pull objects that weigh up to 20 pounds, writing by hand, sort/file paperwork. Rarely kneel/crawl. Occasional work on evenings and weekends.
Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, http://adminguide.stanford.edu.
Why Stanford is for You
Imagine a world without search engines or social platforms. Consider lives saved through first-ever organ transplants and research to cure illnesses. Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:
Freedom to grow. We offer career development programs, tuition reimbursement, or audit a course. Join a TedTalk, film screening, or listen to a renowned author or global leader speak.
A caring culture. We provide superb retirement plans, generous time-off, and family care resources.
A healthier you. Climb our rock wall, or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.
Discovery and fun. Stroll through historic sculptures, trails, and museums.
Enviable resources. Enjoy free commuter programs, ridesharing incentives, discounts and more.
Other duties may also be assigned, not all unique aspects of this job are covered by this job posting. A full job description will be shared during the interview process.
Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.
Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
Location: Human Resources Services, Redwood City, California, United States Schedule: Classification Level:
Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.
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Located between San Francisco and San Jose in the heart of Silicon Valley, Stanford University is recognized as one of the world's leading research and teaching institutions. Leland and Jane Stanford founded the University to "promote the public welfare by exercising an influence on behalf of humanity and civilization." Stanford opened its doors in 1891, and more than a century later, it remains dedicated to finding solutions to the great challenges of the day and to preparing students for leadership in a complex world. The University's thriving diverse community is comprised of nearly 7000 undergraduate students, 12000 graduate students, 2000 faculty members, 1900 postdoctoral scholars, and over 11,000 academic and administrative staff in seven schools including several interdisciplinary research centers and institutes. The campus spreads over 8000 contiguous acres and nearly all undergraduates live on campus. Stanford offers bachelor's and master's degrees in addition to doctoral degrees (PhD, MD, DMA and JD) plus a number of professional and continuing education programs and certifications. More at http://facts.stanford.edu and http://www.stanford.edu. Stanford is an equal empl...oyment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Stanford also welcomes applications from others who would bring additional dimensions to the University’s research, teaching and clinical missions.