Human Resource Service Center Manager

Case Western Reserve University
Case Main Campus
Closing date
Oct 13, 2021

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Administrative Jobs
Institutional & Business Affairs, Human Resources & Employee Development

Job Details

Job Title: Human Resource Service Center Manager
Location: Case Main Campus
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 9030
Strong Internal Identified

A strong internal candidate has been identified.


The HR Service Center Manager will develop, plan, implement, and manage the operational functions and supporting programs for the Human Resources Service Center (HRSC) at the university. Oversee the HRSC and delivery of general human resources services. The HR Service Center Manager is responsible for concierge services and HR solutions for faculty, staff, clients, and visitors. Serve as HR partner and guide the campus community on HR-related services and activities. The HRSC Manager will also work on substantive matters for various areas, including independently conducting Employee Relations investigations on employee issues and interpretation on policies and procedures; assisting on the FMLA and leaves of absence process; conducting overtime analysis, revising job descriptions and other projects for compensation as needed; assisting with benefits projects; and delivering training.


    Oversee the HR Service Center and HRSC team regarding the delivery of HR solutions, services, and resources. Create an environment of service excellence. Establish priorities and implement procedures for effective administration of the Service Center. Ultimate responsibility for smooth functioning of reception area. Oversee and document customer calls, emails, and interactions. Where necessary, provide backup for answering incoming telephone calls resolving HR and HCM questions, providing customer service for HR email alias accounts, and providing guidance to employees regarding where they can obtain the information in the future. Serve as customer contact and source of information to employees on established HR policies and procedures. Act as customer liaison and resource in the interpretation of HR policies and procedures. Provide assistance and information regarding HR programs. Educate, assist and advise employees on HR processes and policies. Guide employees and clients in accessing tools and resources. Quickly and accurately identify and assess client needs and take the appropriate action steps to satisfy those needs. Analyze situations and adopt an effective course of action when presented with HR issues. Solve problems systemically, using sound business judgment and follow through. Responsible for escalated customer issues and serve as customer liaison to HR business solutions. Probe for information to determine if the question can be answered immediately or if it needs to be routed or escalated to a Subject Matter Expert. Provide assistance and information regarding HR programs. Educate and advise customers on HR processes and policies. Guide customers in accessing tools and resources, including information online or in HCM. Collaborate with HR leadership, directors, and functional teams in support of customer resolutions and delivery of HR solutions. (25%)Establish and accomplish customer service human resource goals by hiring, training, coaching, counseling, and managing performance of HR Service Center staff; create, revise and ensure compliance with KPI’s for the Service Center; communicate job expectations; plan, monitor, appraise, and review job contributions; and enforce HR policies and procedures. Achieve customer service objectives by generating customer service recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; and implementing change. (20%)Produce monthly, quarterly, and annual HR Service Center reports for leadership using utilization information, monthly customer contacts, and other data. Use metrics to identify trends and opportunities. Benchmark best practices. Analyze current administrative procedures with suggestions for optimizing efficiency. Enhance, improve, and maintain documented procedures. Improve customer service quality results by researching, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing change. Maximize operational performance by providing resources and HR advice, diagnosing and resolving problems, disseminating information, and communicating compliance/legal updates. Establish priorities and implement procedures for effective administration of the office. Analyze current administrative procedures with suggestions for optimizing efficiency. Enhance, improve and maintain documented procedures. (20%)Serve as a backup Subject Matter Expert, working on substantive matters and projects for various areas for HR Directors, including but not limited to HR initiatives, conducting Employee Relations investigations on employee issues and interpretation on policies and procedures; the FMLA, university leave polices, and leaves of absence process; recruitment; conduct overtime analysis; revising job descriptions and other projects for compensation; benefits; conducting research and benchmarking analysis for HR; and developing and delivering training materials and PowerPoint presentations. Assist with benchmarking and other special projects for HR leadership. (20%)Determine relevant content, update, and regular maintenance for the Human Resources website. Make recommendations for the HR website. (5%)
Employment Office

In coordination with the Employment Office, direct the HR Service Center team in ensuring staff job postings are on the HCM Careers website, advertising job vacancies on job search websites or social media identified by the Employment Office, maintaining job openings for academic positions in coordination with other departments/schools, and coordinating the information for weekly new hire orientation. (5%)NONESSENTIAL FUNCTIONS

    Participate in and support the HR event planning committee (e.g. Benefits Fair, Staff Awards, Party on the Quad). <1%Participate in training sessions, staff meetings, and team projects. <1%Perform other duties as assigned. <1%


Department: Daily contact with HR Department and Immigration Services to seek information and resolution to employee inquiries.

University: Daily contact with faculty and staff employees.

External: Daily contact with customer inquiries outside the university (e.g. job applicants, agencies, organizations).

Students: Little to no contact with students.


Directly supervise the HR Service Center Coordinators. May train and monitor work of temporary and/or student employees.


Education/Experience: Bachelor’s degree required. Five years of customer service experience with high volume of customer interactions, including at least two years of human resources generalist experience. Higher education experience preferred.


    Must have experience in all aspects of Human Resources, including benefits, employee relations, employment, leaves of absence, compensation, and training. Immigration experience or knowledge is a plus.Excellent verbal, written, and cross-cultural communication skills. Ability to communicate clearly and provide timely and accurate information. Must have excellent grammar skills for composing a variety of written communication for the university community. Experience working with a diverse population. Demonstrated ability to communicate and work effectively with different constituents and employees of all levels and from diverse backgrounds with empathy, care, and sincerity in voice, tone, and words. Ability to convey complex information in a manner understood by the general public.Excellent interpersonal skills. Ability to interact with colleagues, supervisors, and customers face-to-face. Must listen and communicate with professionalism and courtesy and encourage open expression of ideas and opinions. Exceptional customer service skills. Respond to clients in a polite and courteous manner, projecting patience, empathy, care and sincerity in voice tone and words. Establish rapport over the phone quickly and remain positive. Models and reinforces the P.E.O.P.L.E. customer service behaviors and the Human Resources mission and vision. Calmly and effectively handle routine and complex issues for clients. Ability to maintain a positive environment, treat others with respect, and demonstrate empathy while performing within stressful situations.Strong problem resolution and negotiation skills. Ability to manage difficult customers and situations and understand the implication of decisions. Ability to research issues, analyze situations, and adopt course of action to respond to customer needs with or without precedent.Ability to support the Human Resources department by following policies and procedures. Completes tasks accurately and consistently, working with integrity and honestly, and upholding the department’s mission, vision, and goals, and the university’s mission and values.Ability to handle and maintain confidential and/or sensitive information with proper care and discretion. Maintain ethical values. Use time effectively and efficiently. Ability to adjust to frequent change, delays, or unexpected events. Must be comfortable with multi-tasking, and flexible and able to adjust to changing priorities within a fast-paced office setting.Demonstrate accuracy, thoroughness and attention to detail; look for ways to improve processes and promote quality.Strong organizational skills. Ability to prioritize and handle multiple projects and tasks successfully and analyze the impact of decisions.Must have excellent judgment, common sense, and be able to make and support decisions. Requires the ability to incorporate creative and innovative approaches to various issues within the university policies, procedures, and practices.Demonstrated ability to form effective partnerships with clients and establish rapport with others. Foster team spirit and cooperation.Strong leadership skills; exceptional supervisory ability; mentoring, teambuilding, and training skills.Demonstrated initiative. Able work independently and as part of a team.Excellent computer skills. Advanced knowledge of Microsoft Office application (i.e., Word, Excel, PowerPoint, Access) and Google Docs. Proficient in the use of the internet, knowledge of HR information systems (e.g., PeopleSoft or related HRIS and/or Oracle HR database system preferred. Knowledge of Drupal webpage maintenance a plus. Ability to consistently meet attendance requirements.


General office environment.

Diversity Statement

In employment, as in education, Case Western Reserve University is committed to Equal Opportunity and Diversity. Women, veterans, members of underrepresented minority groups, and individuals with disabilities are encouraged to apply.


Reasonable Accommodations

Case Western Reserve University provides reasonable accommodations to applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Equity at 216-368-3066 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis.



Working at Case Western Reserve University

Case Western Reserve University is among the nation's leading research institutions. Founded in 1826 and shaped by the unique merger of the Case Institute of Technology and Western Reserve University, Case Western Reserve is distinguished by its strengths in educationresearch, service and experiential learning. Located in Cleveland's University Circle, we offer nationally recognized programs in the arts and sciencesdental medicineengineeringlawmanagementmedicinenursing and social sciences.

Student enrollment exceeds 9,800 students, forty percent of whom are undergraduatesFacultyand students hail from more than 90 countries, with academic interests that reach every region of the world. Case Western Reserve, with the support of individuals, corporations and foundations, aids nearly 100 designated research centers.

As a service-oriented institution dedicated to civic leadership, Case Western Reserve seeks individually and collectively to prepare our students to improve the human condition and to direct the benefits of discovery toward a better society. This effort is not limited to the university's classrooms, laboratories, librariesresidence halls and athletic fields, but includes partnerships with many other institutions. We build these partnerships believing that our ability to improve the human condition should begin in our own community.

Case Western Reserve University remains Ohio's top-ranked school among the nation's premier national universities, as ranked by U.S. News & World Report and is the only Ohio institution ranked in the top 50 nationally. We promote a culture of inquiry marked by rigor, creativity, curiosity, innovation, respect, sensitivity and open communication of ideas.

The university supports interdisciplinary partnerships in education and research with numerous faculty holding joint appointments in more than one Case Western Reserve school or department, as well as at neighboring institutions. These relationships launched many of the unique pairings of science, business and liberal arts into the centers and programs that enhance the undergraduate and graduate experience at the university. Our dual degree programs enrich the educational experience for those students who choose to balance the technical requirements of engineering or the sciences with a strong interest in the humanities.

With more than $375 million in research funding annually, the university attracts outstanding undergraduate and graduate students along with renowned faculty whose research has made significant contributions to the way we live and work. Case Western Reserve counts 15 Nobel laureates among our alumni and current and former faculty, including the first American scientist to ever receive the prize.

Our students' experiences in cultural institutions, clinics, social service agencies and industry are not viewed as “extra-curricular,” but create the learning experience that defines a Case Western Reserve education. The university's service programs in the Cleveland Municipal School District have impacted more than 145,000 students with more than 43 signature programs. The university has launched more than 580 community partnerships on the local, national and international levels. Annually the university sponsors Case for Community Day, an event where hundreds of Case Western Reserve employees and students lend their time and talent to targeted community development projects in the Greater Cleveland area.

Our alumni number more than 110,000 and constitute a “who's who” of every profession. Alumni represent one of the university's strongest resources, playing a vital role in campus life through their work as advisors, mentors, friends and advocates.

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