Job Summary

The HRSC Manager provides day to day management of HRSC Representatives supporting HR's Centers of Excellence and the operation. This position ensures the accurate and timely responses to all inquiries from across the University and handle escalated and/or difficult issues, as needed, providing answers to inquiries regarding HR-related questions.

The HRSC Manager will build and maintain a high performance HR Service Center team through the development of goals, objectives and measurements resulting in improved transactional efficiencies, documenting and updating HRSC processes and procedures, providing problem/conflict resolution, coaching and counseling, and training and development of staff. The HRSC Manager will work with various HR groups on projects to re-engineer and automate processes that improve efficiencies for the HR function.

The Manager is accountable for ensuring a positive working relationship within the HRSC team and with customers of the HRSC which will be established through frequent communication and solicitation of feedback and by measuring customer satisfaction. This position will identify and deliver solutions to increase efficiency and improve customer service.

Essential Functions

• Oversee the day to day operations of the HRSC managing workload based on volumes to ensure service levels are being met while providing delivery excellence.
• Develop team members through coaching, career development mentoring to focus on service delivery excellence.
• Establish training programs for the team to achieve consistent process, performance standards, employee development, and back-up coverage.
• Manage complex inquiries by researching, gathering support information, soliciting input from Centers of Excellence to resolve issues.
• Identify and implement best practices and continuous process improvements that will reduce operational expense and improve the employee experience.
• Develop and maintain strong relationships with internal departments to ensure service goals are met and information is shared on opportunities to streamline processes or providing information to employees to mitigate calls.
• Develop a strategic plan for forecasting work volumes and calls based upon trends, major initiative launches, or other changes in the business to proactively manage the team and enhance the user experience.

Required Qualifications

• Minimum of a bachelor’s degree or or Equivalent
• Minimum of 2 years of HR experience
• Understanding of Banner
• Strong understanding of call center related technologies, processes and procedures.
• Excellent communication and interpersonal skills, with superior organization, communication, business judgement, decision making, and collaboration skills.

Location

University City, Philadelphia PA

Additional Information

This position is classified as Exempt with a salary grade of K . For more information regarding Drexel’s Professional Staff salary structure, https://drexel.edu/hr/career/ducomp/salstructure/

Please review the Benefits Brochure for some information on our benefits offerings.

Special Instructions to the Applicant

Please make sure you upload your CV/resume and cover letter when submitting your