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Senior HR/Payroll Shared Services Specialist
Job Description
Position Information
Recruitment/Posting Title
Senior HR/Payroll Shared Services Specialist
Job Category
Staff & Executive - Human Resources
Department
UHR- OneSource Service Center
Overview
Rutgers, The State University of New Jersey, is a leading national research university and the State of New Jersey’s preeminent, comprehensive public institution of higher education. As one of the largest employers in the State of New Jersey, Rutgers University is committed not only to the students and the State that we serve, but also to the faculty and staff who work on our campuses.
For two consecutive years, Rutgers is ranked on Forbes’ list of America’s Best Large Employers. Rutgers holds #64 of 500 employers and is the #1 New Jersey employer on the publication’s 2023 list. Rutgers’ commitment to its employees includes maintaining and fostering a safe, diverse, and respectful workplace environment, creating employment opportunities for our nation’s military veterans, and ensuring accessibility and accommodation for individuals with disabilities
University Human Resources (UHR) supports the Rutgers mission as an institution of prominence, preeminent in research, teaching, service, and clinical care. We strive to provide the highest level of customer service in delivering a comprehensive network of programs, services, and expertise to attract, retain, and develop diverse and highly skilled top talent.
Posting Summary
Rutgers, The State University of New Jersey, is seeking a Senior Customer Service Representative for The OneSource Faculty and Staff Service Center (OneSource). The Senior Customer Service Representative is a key position within the Operations team of OneSource, a customer focused service organization that provides HR and Payroll services to employees across the university. This position serves as the first point of contact for customers contacting OneSource and is responsible for working with OneSource’s staff and knowledge management system to resolve a broad scope of inquires related to HR and Payroll services. The Senior Customer Service Representative serves as a supervisor for the OneSource’s customer service representatives and plays a critical role in ensuring high levels of customer satisfaction and operational efficiency across OneSource operations.
Among the key duties of this position are the following:
Among the key duties of this position are the following:
- Assist Associate Director of Service Center Operations with development of overall ESC operations strategic plan and growth strategy, and support translation of strategy into tangible objectives, targets and actions.
- Ensure all relevant procedural/legislative requirements are fulfilled while delivering a quality and cost-effective service to customers.
- Identify and communicate leading practices and innovative approaches and tools for service delivery into ESC operations.
- Conduct intake for all HR/Payroll related inquiries and escalate to appropriate parties, as necessary.
- Ensure timely resolution of cases and follow through cases to completion to provide best customer experience.
- Track and monitor cases to identify root cause of issues.
- Document inquiry resolution and escalation in case management system.
- Complete routine HR and payroll transactions.
- Serve as an escalation point for customer service representatives working to resolve self -service portal navigation and HR/Payroll issues; leverage basic knowledge of HR/Payroll functions to resolve customer issues.
- Assist Associate Director of Service Center Operations with monitoring and evaluating HR transaction work flow and volume.
- Establish, monitor and validate all data entry related to the database to ensure correctness; identify trends and knowledge base needs and provide insight to management.
- Support recruiting, training, and employee development activities to support ESC operations.
- Supervisory responsibilities for ESC customer service representatives.
- Monitor performance of customer service representatives against pre-determined measures and standards; provide effective and timely feedback to enhance employee performance.
- Create, foster and maintain a collaborative, innovative and customer-focused team culture.
- Support employee engagement and development initiatives for ESC employees to enhance job satisfaction and morale.
Position Status
Full Time
Hours Per Week
Daily Work Shift
Work Arrangement
Consistent with the current application of Rutgers Policy 60.3.22, this position may be eligible for a hybrid work arrangement. The flexible work arrangements outlined in Rutgers Policy 60.3.22 are part of a pilot program that is effective September 1, 2022 through August 31, 2024. Therefore, there is no guarantee that this flexible work arrangement will continue beyond that date. Flexible work arrangements are not permanent, are subject to change or cancellation and contingent on the employee receiving approval in the FlexWork@RU Application System. Additional information may be found at https://futureofwork.rutgers.edu.
FLSA
Nonexempt
Grade
04
Position Salary
Annual Minimum Salary
57998.000
Annual Mid Range Salary
73412.500
Annual Maximum Salary
88827.000
Standard Hours
37.50
Union Description
Administrators Confidential
Payroll Designation
PeopleSoft
Benefits
Rutgers offers a comprehensive benefit program to eligible employees. For details, please go to http://uhr.rutgers.edu/benefits/benefits-overview.
Rutgers also offers a benefit program to eligible full-time postdoctoral fellow students. For details, please go to https://finance.rutgers.edu/healthcare-risk/insurance/postdoctoral-health-insurance.
Rutgers also offers a benefit program to eligible full-time postdoctoral fellow students. For details, please go to https://finance.rutgers.edu/healthcare-risk/insurance/postdoctoral-health-insurance.
Seniority Unit
Terms of Appointment
Staff - 12 month
Position Pension Eligibility
ABP
Qualifications
Minimum Education and Experience
- Bachelor’s degree or an equivalent combination of education and/or experience.
- A minimum of two years of relevant experience preferably in a customer service role in a call or shared services center.
Certifications/Licenses
Required Knowledge, Skills, and Abilities
- Customer service and issue resolution.
- Call/service center operations.
- Case management system operations.
- Basic knowledge of general HR/Payroll practices, policies and procedures.
- Excellent customer service and communication skills.
- Ability to effectively address challenging situations related to customer issues/complaints.
- Ability to apply sound judgment and discretion with sensitive information.
- Ability to operate successfully and multitask in a fast paced environment.
- Problem solving and issue resolution across a broad scope of HR and payroll topics.
- Ability to navigate and leverage knowledge and case management technology.
- Ability to lead and develop a large team of customer service representatives.
Preferred Qualifications
- 4-5 years of supervisory experience in a customer service role in a call or shared services center focused on HR and Payroll services.
Equipment Utilized
- Office equipment, phone, fax, copier, scan, computer.
Physical Demands and Work Environment
- Service Center, 80% to 90% sitting.
Special Conditions
Posting Details
Posting Number
23ST3007
Posting Open Date
11/03/2023
Special Instructions to Applicants
Regional Campus
Rutgers University-New Brunswick
Home Location Campus
Cook (RU-New Brunswick)
City
New Brunswick
State
NJ
Location Details
Pre-employment Screenings
All offers of employment are contingent upon successful completion of all pre-employment screenings.
Immunization Requirements
Under Policy 60.1.35 Immunization Policy for Rutgers Employees and Prospective Employees, Rutgers University requires all prospective employees to provide proof that they are vaccinated against COVID-19 prior to commencement of employment, unless the University has granted the individual a medical or religious exemption. Rutgers University may require certain prospective employees to receive an updated (bivalent) vaccine dose. Under Policy 100.3.1 Immunization Policy for Covered Individuals, if employment will commence during Flu Season, Rutgers University may require certain prospective employees to provide proof that they are vaccinated against Seasonal Influenza for the current Flu Season, unless the University has granted the individual a medical or religious exemption. Additional infection control and safety policies may apply. Prospective employees should speak with their hiring manager to determine which policies apply to the role or position for which they are applying. Failure to provide proof of vaccination for any required vaccines or obtain a medical or religious exemption from the University will result in rescission of a candidate’s offer of employment or disciplinary action up to and including termination.
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