Career Center

• Job Type: Officer of Administration
• Regular/Temporary: Regular
• Hours Per Week: 35
• Building: Studebaker
• Salary Range: $140,000 - $150,000

Position Summary

The Director of Human Resources and Finance Service Centers reports to the Associate Vice President, HRIS in CU Human Resources (HR) and the Assistant Vice President VP of Finance Service Management in CU Finance. The Director is responsible for the management, guidance, and direction of the HR and Finance Service Center operations with a focus on customer service and operational excellence.  Responsibilities of the Director position include daily direction of the team's Manager and Service Center Analysts, operational activities, service delivery activities, and escalations to ensure the accurate and timely resolution of incidents and relationships with key stakeholders and users.

Responsibilities

Responsibilities include:

• Working with management and Information Technology support personnel (including consultants when needed) to implement and maintain the interactive phone system, Customer Relationship Management software, survey tools, chatbot applications, and messaging-related software. 
• Implement methodologies to improve Service Center responses and resolutions and manage customer perceptions through appropriate communications and related protocols.
• Identify gaps in existing processes and procedures and make recommendations to management to address these gaps.
• Work with key business representatives to clarify service expectations and identify business requirements to align with the support delivered. Serve as a focal point and primary contact for developing and negotiating Service Level Agreements with the user community and other 3rd party groups as required.
• Manage Service Center staff recruitment, performance, and development. Ensure the development of a highly qualified Service Center team and implement appropriate standards and metrics to manage Service Center performance.
• Develop and implement appropriate training for both system and business knowledge content as well as customer service, with a focus on the Analyst???s area of specialty ??? HR or Finance.  Ensure the transfer of knowledge and effective process implementation.
• Drive and manage the troubleshooting and resolution of incidents and service requests reported to the Service Centers and raised in the CRM tool.  Answer calls / self-service incidents and respond directly to customers as needed.  
• Coordinate with other teams within and outside of Finance and HR to ensure the successful resolution of open Incidents. Ensure that the overall support organization (tier 1, 2, or 3) identifies the root cause and long-term fix if required for Incidents. Develop, implement, and maintain a customer care philosophy that promotes positive customer satisfaction and a customer service focus.
• Assess the structure, systems, and reporting capabilities and identify key issues impacting performance and customer service. Develop, implement, and maintain processes and procedures for response consistency and increased productivity. Accountable for meeting, measuring, and reporting against Service Level Agreements (SLAs).
• Ensure adherence to processes and procedures including documentation and population of Knowledge base. Ensure that all documentation and knowledge content is current and complete.
• Build functional expertise related to users' processes, and develop an understanding of how supported Enterprise Applications including PeopleSoft HR / Financials / Supply Chain Management, Concur, PaymentWorks, Jaggaer, and other related Enterprise Systems support the processes and how this relates to users' goals and issues.
• Identify appropriate communication/reporting requirements and implement them.
• Oversee and align Service Center support to proactively plan for and accommodate any necessary changes to requirements and the staffing model.  Direct team performance and develop resource plans, schedules, work effort estimates, reporting, metrics, and SLAs.  
• Supported by the team manager, monitors time and attendance of staff and ensures proper coverage and staff adherence to attendance and punctuality. 
• Provide effective leadership to team members to ensure continuous improvement and greater understanding of the HR and Finance solutions.
• Provide information, guidance, and referrals to the University community and external customers through effective intake, diagnosis, resolution/routing of customer inquiries via telephone calls and web forms
• Performs other related duties and special projects as assigned.  

Minimum Qualifications

• Bachelor's degree required.
• A minimum of 5 years of customer relationship management experience is required.  

Preferred Qualifications

• Demonstrated functional knowledge/management of complex finance functions including accounting principles, general ledger, chart of accounts, journal entries, cost transfers, budget checking, encumbrance management, travel and expense management, receiving, matching, workflow, finance reporting, fiscal cycle, and project lifecycle strongly preferred.

• Prior enterprise system equivalent experience strongly preferred; PeopleSoft HR / Financials / Supply Chain Management, Concur Travel and Expense, PaymentWorks, and Jaggaer.

• Prior related experience in higher education and/or healthcare. 

Other Requirements

• Supervisory experience in a Service Center in a large complex environment is required (preferably higher education or health care).  

• Prior experience responding to high-volume customer inquiries/requests in a fast-paced environment and working with Customer Relationship Management technologies is required.

• Strong written and verbal communication skills, including a high level of attention to detail and active listening skills required.

• Ability to critically and analytically assess customer inquiries, effectively use insight, judgment, and knowledge, and provide resources to determine the resolution, required.

• Must be able to work effectively with minimal supervision, successfully incorporating established protocols to consistently ensure regulatory/policy compliance, operational effectiveness, and high-quality customer service experience.

• Strong time management skills are required to effectively manage time and priorities for caller issues.

• Ability to work closely and effectively with a diverse group of university administrators, including senior HR and Finance staff, characterized by strong consensus building. 

• The successful candidate must be able to work well with all levels of staff and management, both internally and externally, and be flexible, with an open and collaborative style that encourages teamwork and cooperation beyond the immediate team. 

• Relationship-building skills are essential. Must have strong demonstrated experience in Customer Relationship Management with a passion for excellent customer service and commitment to exceptional quality. 

• Proficiency in Microsoft Office (Word, Excel) required.   

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.

About Columbia University

Columbia University is one of the world's most important centers of research and at the same time a distinctive and distinguished learning environment for undergraduates and graduate students in many scholarly and professional fields. The University recognizes the importance of its location in New York City and seeks to link its research and teaching to the vast resources of a great metropolis. It seeks to attract a diverse and international faculty and student body, to support research and teaching on global issues, and to create academic relationships with many countries and regions. It expects all areas of the university to advance knowledge and learning at the highest level and to convey the products of its efforts to the world.

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