Career Center

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

The University of Michigan Shared Services Center (SSC) is a customer service organization focused on providing user-friendly and cost effective administrative services to the university community. The SSC offers key financial and human resource transaction services to customers through standard processes and enabling technology.  U-M is seeking to hire an innovative professional to contribute to the operation of the SSC.

The Human Resources Services Manager directly manages three supervisors with oversight of a staff of approximately 40, who work collaboratively with other associates within the HR Services Group and other Shared Services teams to provide customer service through a customer –facing contact center and transaction processing in the areas of benefits, savings, paid leave, and verification of employment.   This position will also coordinate with University Human Resources to ensure shared service center business processes are consistent with federal and state laws and university policies. In addition to managing this body of work, this role holds responsibility for ensuring ongoing training and development of its staff. As a manager within the SSC, the primary responsibility of the Human Resources Services Manager is cultivating a learning organization that promotes a culture of customer service and continuous improvement. This includes recommending and implementing appropriate business processes and internal controls as well as the ability to achieve results through others while providing strategic direction and oversight of performance levels. This person will ensure that Contact Center, Benefit, Paid Leave and Verification of Employment staff understand and appreciate the needs of customers within the University of Michigan and are provided with the necessary training, development and engagement opportunities to meet those needs.

The Human Resources Services Manager is responsible for supporting the governance model of the SSC, implementing appropriate business processes and internal controls, developing collaborative relations with university partners, and promoting a positive and trustworthy reputation for the SSC. The Human Resources Services Manager will also be expected to effectively communicate with and manage the expectations of all stakeholders.

• Ensure all aspects of the Human Resources Services function are focused on providing superior customer service, and user-friendly, cost effective and expert administrative services
• Proactively monitor all escalated issues and ensure delivery of business results by meeting or exceeding all Service Level Agreements and managing human resources transactions costs
• Enable operational excellence through the implementation and analysis of performance metrics and sustained continuous improvement initiatives
• Create and maintain an engaging, collaborative, performance-focused work environment that offers cross-functional and multi-lateral development opportunities
• Support direct reports to ensure that work teams are enabled to be successful in achieving targeted performance levels.
• Effectively manage the resource requirements of the human resources services group by managing capacity and planning appropriate coverage based on fluctuating service demands.
• Assist in the development of the Shared Services Center annual and strategic plans; understand and monitor external and internal factors influencing the SSC's vision; support leadership in prioritizing and planning new programs or program changes
• Work in partnership with the Operations Manager to develop appropriate standard reports for service management and performance management tracking; determine if additional reporting is required via ad hoc reports for more detailed internal metrics
• Actively participate in respective governing body meetings and encourage constructive feedback
• Represent the SSC in matters of policy and / or process change that relate to the Human Resources Services function.
• Key liaison with central human resources, information technology, HR service support, schools/units/colleges and other key partnerships.

Education:

• Bachelor's Degree in Business Administration, Human Resources Management, or related field

Experience:

• 3+ years supervisory experience in a large organization
• 3+ years supervising front-line administrative transactional staff
• Demonstrated ability to motivate and develop transactional staff
• Demonstrated ability to delegate work to staff
• Strong interpersonal skills and ability to build rapport with customers
• Demonstrated ability to enhance effectiveness and efficiency through incorporation of innovative continuous improvement practices and other initiatives.
• Familiarity with the utilization and management of enterprise level technology solutions, such as ERP, Case Management, and Contact Center telephony.
• Familiarity with performance metrics and KPIs.

• Previous management experience in a shared services or transactional processing environment, particularly with transactional employee benefits work
• Previous management experience in a large contact center
• Experience managing multiple teams servicing multiple customer bases.
• Previous experience in a large, diverse, multi-faceted organization
• Leadership experience in a higher education setting.
• Familiarity with the types of human resource business services provided by the SSC
• Proficiency and experience with PeopleSoft HCM, TeamDynamix and Cisco phone applications.

The University of Michigan, with an operating budget of more than $10 billion, is a leader in higher education. U-M SSC provides administrative support related to financial and human resources in the following areas:  Accounts Payable, Travel and Expense, General Accounting, Accounts Receivable, Benefits, HR Data Management, Time and Leave, and Employment Process. To learn more about U-M SSC, please visit our website: www.ssc.umich.edu.

We offer our employees an extensive total compensation package including competitive pay, a two-for-one retirement contribution, a variety of health insurance options, and a generous vacation plan. In addition, there are seven paid holidays and four paid season days.

The Shared Services Center seeks to recruit and retain a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan, to sustain the excellence of the university, and to offer our students richly varied disciplines, perspectives and ways of knowing and learning.

Note: Candidates for this position must be legally authorized to work in the United States. Visa sponsorship is not available for this position.

Job openings are posted for a minimum of seven calendar days.  The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

The University of Michigan is an equal opportunity/affirmative action employer.

U-M COVID-19 Vaccination Policy

COVID-19 vaccinations, including boosters when eligible, are required for all University of Michigan students, faculty and staff across all campuses, including Michigan Medicine.  This includes those working remotely.   More information on this new policy is available on the Campus Blueprint website or the UM-Dearborn and UM-Flint websites.