Human Resources Shared Services Director

May 13, 2017
Institution Type
Four-Year Institution
About The Unit: The University of Chicago Shared Services Office (SSO) is a customer service organization focused on providing user-friendly, high quality and cost effective administrative services to the university community. The SSO offers key procure-to-pay and human resource transaction services to customers through consistent processes and enabling technology.

Unit Job Summary: The Human Resources Director sets the strategic direction for HR Shared Services, while providing visible and effective leadership over HR Shared Services teams in a manner that ensures operational excellence. In addition, the Director establishes the goals and objectives which will be achieved across the HR Shared Services teams. This includes providing deep HR expertise and overseeing the day-to-day operations of the HR Shared Services Team that processes administrative transactions. The Human Resources Director is responsible for managing direct reports that will oversee HR Shared Services teams. The Director will provide support to the Shared Services senior leadership in identifying and implementing opportunities for continuous improvements in processes, systems, and procedures. Essential Functions: Process: - Responsible for coordinating, managing workflow, and resource planning throughout the year - Oversee and direct day-to-day operations of the HR Shared Services team that processes administrative HR transactions - Oversee operational processes for HR Shared Services team - Ensure all escalated issues are resolved, and service levels are met by reviewing monthly performance reports and meeting with unit representatives - Confirm all business processes are documented appropriately, executed, are cost effective, and contain appropriate controls - Enable operational excellence through the delivery of top-performing, end-to-end HR transaction processes - Review monthly reports to assess HR Shared Services Key Performance Indicators (KPIs) that will identify potential training and continuous improvement opportunities - Ensure compliance with records management, policies and federal/state regulatory requirements - Establish metrics to determine success of new and ongoing initiatives Leadership: - Supervise the HR Data Management Supervisor and Onboarding Center Manager - Oversee and provide strategic direction to the Data Management Specialist team, the Benefits and Leaves team, and the Onboarding Center for staff and student employees - Communicate changes in schedules, additional needs, and provide necessary direction on overall HR Shared Services operations - Cultivate a learning organization that promotes a customer service and continuous improvement culture through trust, respect, open communication, integrity, and collaboration - Provide development opportunities and cross-training throughout the HR Shared Services teams - Develop HR Shared Services plan to accommodate growth and sustain continuous improvement - Contribute to overall Shared Services strategy and partner with Shared Services functional Directors to develop measures of success and review Shared Services performance reports - Support and implement continuous improvement initiatives within HR Shared Services teams - Lead, develop, and coach the HR Shared Services team managers for high levels of performance - Create a growth-oriented staff environment with clearly defined career paths that offer cross-functional and multi-lateral options Relationship Management: - Assist in managing the relationship between Shared Services and its customers, including communication to customers as well as prompt research to quickly resolve issues to the customers' satisfaction - Represent HR Shared Services team and collaborate with key stakeholders across the University to deliver high-level administrative services - Act as a liaison between HR processes to ensure a consistently efficient and customer-focused application of service - Ensure HR Shared Services employees understand the unique needs of university faculty, staff, students, alumni, and retirees/emeritus within a higher education institution through coaching, training, and ongoing performance feedback

Unit Education: Required Education: - Bachelor's Degree in Business Administration, Human Resources Management, or related field Desired Education: - Master's Degree preferred

Unit Experience: Required Experience: - 7-10 years of HR (or related) management experience - Demonstrated knowledge of HR processes and systems in a higher education setting, especially for an academic or research customer - Experience in implementing a sustained continuous improvement culture that includes customers, training, service management, relationship management, and communications - Experience with implementing large-scale organizational change - Proficiency with Enterprise Resource Planning (ERP) or complex integrated HRIS systems required (preferably Workday) - Demonstrated knowledge and experience with productivity and continuous improvement initiatives Desired Experience: - Previous experience in a Shared Services organization - Previous experience in a higher education institution - Familiarity with administrative processes, procedures, and systems in a higher education setting

Unit Job Function Competencies: - Exceptional communication skills to create an atmosphere in which information flows smoothly through the organization in a timely manner - Excellent client facing skills and the ability to interface at all levels in an organization - Excellent analytical and quantitative skills to interpret data sets - Able to work in a matrix organization, partnering with resources to achieve results through others - Able to develop and maintain effective relationships with a broad group of stakeholders to foster trust and influence key decisions - Ability to sell ideas persuasively without damaging relationships; can be both direct and forceful while remaining diplomatic - Time management skills, including the ability to manage competing priorities, multitask and remain calm under pressure - Ability to lead, influence, coach and train teams to achieve high-level results

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