Director of the Employee Service Center
Carnegie Mellon University - Pittsburgh, PA

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Carnegie Mellon University invites nominations and applications for the position of Director of the Employee Service Center. Reporting to the Vice President of Campus Affairs, the Director is responsible for the management and oversight of a newly established Employee Service Center (ESC) organization at CMU. The ESC will deliver a high level of service to its customers by facilitating employee inquiries and transactions in an efficient, accurate and compliant manner.

To be successful in this role, the ESC Director will lead a team dedicated to supporting the University’s faculty, staff and students by serving as a first point of contact for designated HR and Payroll inquiries and by processing a limited scope of centralized Human Capital Management (HCM) system transactions (i.e., within the HR, Benefits and Payroll domains). The hallmarks of the ESC will be in delivering services that are timely, accurate and highly attuned to the fast-paced university environment. More specific responsibilities will include managing customer-focused inquiry and transactional processes in accordance with established policies/procedures, coordinating with stakeholders in support of a continuous improvement model and strategically advancing the direction of the center to adapt to the changing requirements of the University. The incumbent will need to possess in-depth expertise related to processing HR and Payroll transactions on an end-to-end basis.

The qualified applicant should be able to cultivate an environment that is highly focused on delivering quality services to customers. In achieving this objective, the incumbent will need to drive clear communications with ESC employees and a collaborative approach to working with process owners and faculty, staff and students throughout the University.

Priority consideration will be given for applications received by July 12, 2013. Review of candidates will begin immediately and will continue until an appointment is made. Application materials should include a letter of interest, resume, and contact information for three references (including name, title, address, phone number, and email address).
Carnegie Mellon is a highly selective university with 6,204 undergraduate and 6,290 graduate students in the colleges of Business Administration, Computer Science, Engineering, Fine Arts, Humanities and Social Sciences, Public Policy & Information Systems, and Science. The university community is comprised of highly motivated students, faculty and staff that share a commitment to intellectual and artistic excellence, rigor, and personal aspiration. For more information about Carnegie Mellon University visit our website at

Carnegie Mellon University is an Equal Opportunity, Affirmative Action Employer. Qualified candidates who can contribute through their work/life experiences to the diversity and excellence of the academic community are encouraged to apply.

: Minimum:
· Education: At least a Bachelor’s degree or equivalent combination of training and experience in Human Resources, Payroll, Business Administration or information technology related field.
· Experience: o
9+ years experience working with HR and Payroll processes o
5+ years supervisory experience o
Demonstrable leadership experience, including supervision of diverse resources in
a deadline-driven environment and cultivation of trust, strong collaboration and
professional development on a high-performing team o
Working experience managing relevant business processes in a higher education
environment o
Experience functioning as a primary expert implementing and/or managing end-to
end HR and Payroll business processes using Workday or a similar HCM/Payroll
system, including resolution of complex or time-sensitive customer service issues o
Experience coordinating with functional configuration and technical teams to
resolve system issues, enhance business processes and support testing
activities o
Experience delivering high quality customer services to an organization in a
leadership role, including management of complex inquiries and efficient
workflows during high-volume transactional timeframes o
Experience collaborating with key stakeholders to balance competing priorities,
including process compliance, efficiency and user satisfaction considerations o
Experience communicating effectively with diverse stakeholders, including
customers, governance teams and key process stakeholders o
Experience utilizing a proactive continuous improvement/iterative approach to meet
HR and Payroll process design requirements, engaging stakeholders to promote
feedback and refine working frameworks on an ongoing basis
· Skills:
o Ability to manage a multi-tier customer inquiry and issue resolution model,
including ESC Tier 1 first point of contact for questions and walk-in services, ESC
Tier 2 system transactional support and Tier 3 escalation to process/policy
content experts in HR, Finance and Computing Services o
Ability to assimilate and build on the vision for the new ESC, providing strategic
guidance to consistently meet associated University objectives and adapt to
changing requirements over a long-term timeframe o
Proficient leadership skills supported by management experience, including the
ability to drive a high level of team performance through cultivation of a positive
working environment, accountability, customer responsiveness and delegation of
responsibilities when needed o
Ability to facilitate continuous improvement by collaborating with key stakeholders
to understand and address improvement opportunities on an ongoing basis o
Ability to operate effectively in a decentralized environment, exhibiting excellent
communication and interpersonal skills o
In-depth knowledge of HR and Payroll transactional processes on an end-to-end
basis, including related internal and external reporting requirements o
In-depth understanding of customer support concepts, including inquiry tracking,
knowledge base development and sensitivity to diverse needs o
Ability to demonstrate and foster an outstanding customer-service environment,
including strong collaboration with key stakeholders and application of tact and
diplomacy when dealing with customers o
Ability to adapt efficiently to changing policy, process and system requirements o
Ability to track, monitor and communicate relevant KPIs and performance
measures to ESC stakeholders o
Ability to manage budgets and develop sound business and operational plans
· Physical Mobility: Normally sedentary with some mobility; i.e., able to travel to other campus locations; may require some bending, stretching, pushing as well as lifting of several reams of paper, etc.
· Environmental Conditions: Work is usually performed in an office setting. There may be close contact with CRT for long periods of time.
· Mental: Ability to pay close attention to detail, meet inflexible deadlines, remain calm during difficult situations, work under pressure and work with frequent interruptions.
· Other: Evening and weekend work may be required to meet deadlines.
· Education: Master’s degree in Human Resources, Payroll, Business Administration or an information technology related field
· Licenses: Senior Professional in Human Resources (SPHR) or equivalent Certified Payroll Professional (CPP)
· Experience:
o Experience playing a leadership role in a shared services environment o
Working experience designing and/or managing relevant business processes at
Carnegie Mellon University or in a comparable higher education environment o
Demonstrable experience in an International/multi-currency environment o
Experience designing and managing Workday foundational elements, business
processes and associated reporting functionality o
Experience in the use of customer support infrastructure tools, including a call
ticketing system, knowledge base and associated reporting tools o
Experience in formulating, negotiating and developing Service Level Agreements
(SLAs) and Operational Level Agreements (OLAs)
· Skills: o
In-depth knowledge of CMU business processes o
Knowledge of implementing and/or operating a shared-services organization o
Experience in gathering and understanding complex business requirements o
Experience in Customer service/client management focused role o
In-depth expertise related to designing and/or managing Workday functionality o
In-depth expertise implementing and/or using the ServiceNow case management
tool or a vended equivalent
Job Function : Administration/Management
Primary Location : United States-Pennsylvania-Pittsburgh
FT/PT Status : Regular Full Time

Minimum Education Level : Bachelor's Degree or equivalent
Preferred Education Level : Master's Degree or equivalent
Salary : Negotiable

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