Job Description
The HR Shared Services Center Senior Manager (People & Talent People Center) is a dynamic and challenging role that meaningfully impacts Western Governors University's (WGU) employee experience and People & Talent operations.
This position serves as a champion of the employee experience within People & Talent (P&T) and leads a team of P&T People Center representatives. These representatives are at the heart of providing answers and guidance to employees, encouraging self-service where appropriate, and supporting a wide range of behind-the-scenes functions vital to the delivery of P&T services, programs, and policies. The team works alongside and continuously collaborates with subject matter experts (SMEs) throughout P&T.
In addition to supervising this team, the People Center Senior Manager is a key contributor to ongoing benchmarking and strategy development in support of WGU's employee experience, including participation in cross-functional initiatives and coordination with external advisers. Accordingly, this position requires prior experience in human resources including operations, analytics, or strategic planning within a large organization. This role operates in a high-pace, high-growth environment and demands positive passion and enthusiasm.
Essential Functions and Responsibilities:
- Champions the employee experience, ensuring employees can easily find information and perform actions related to work and life events.
- Leads a team of P&T People Center representatives to ensure effective execution of designated P&T operations and related employee interactions.
- Hires, trains, provides work direction, performance evaluation, recognition, and development of team.
- Ensures P&T People Center is staffed appropriately based upon hours of operation, expected call volume, and expected transaction volume.
- Creates a collaborative environment for the team through coaching, recognition and team building activities.
- Plans, organizes, and prioritizes simultaneous operational and strategic activities within the P&T People Center's scope.
- Writes, reads, and interprets technical HR materials, contracts, plans, policies, and related documents.
- Trains representatives on, and maintains data integrity of case management tool, while recommending and implementing enhancements to support customer service level agreements.
- Acts as problem-solving resource for escalated inquiries. Monitors types of inquiries or issues to determine and recommend improvements in processes, communication, and systems.
- Collaborates with appropriate technologists to monitor/maintain People Center communication channels (email, chat, telephones) making sure each are operational and functioning properly.
- Ensures that the P&T People Center team is achieving designated metrics and service levels (SLAs); mentors team to achieve improvement where needed.
- Maintains and communicates accurate metric statistics. Suggests and implements new metrics and SLAs as needed in partnership with P&T SMEs and leadership.
- Takes responsibility for team's accurate data entry in HR systems to enable accurate reporting, metrics, machine learning, and AI.
- Presents at 'Town Hall' and 'All Hands' meetings to keep the University informed of initiatives that impact the employee experience or process changes, as necessary.
- Acts as a backup to members of team when necessary.
- Identifies opportunities for process improvement and implementation of best-practice solutions.
- Works in close coordination with other P&T SMEs to train representatives on policies, programs, processes, systems, and customer service skills.
- Partners with business and P&T SMEs to evolve and document HR processes, procedures, timelines, and requirements; identify opportunities for process and experience improvements that align with WGU priorities and culture.
- Partners with other WGU stakeholders to support the design, administration, and communication of programs. Collaborates with Internal Communications team as needed.
- Anticipates unintended consequences and broader impacts of recommendations and proposed process changes.
- Performs root cause analysis associated with P&T service delivery issues or problems from across the organization. Identifies and recommends process or system improvements regarding the same.
- Stays abreast of current and emerging market trends to identify potential employee experience opportunities and gaps.
- Develops skills for presenting ideas and influencing stakeholders at all levels, including those at the senior level of the organization.
- Consistently applies strong analytical orientations, attention to detail, and business acumen.
- Coaches, develops, and provides actionable feedback to drive optimal performance and ongoing development of team members.
- Maintains confidentiality, neutrality, and calm in addressing sensitive situations.
- Promotes continuous improvement. Drives best practices and standardization of P&T People Center operational processes.
- Ability to influence cross-functional domains.
- Performs other job-related duties as assigned.
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