HR Shared Services Senior Manager

Job Description

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals.

The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders.

Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

A reasonable estimate of the current range is: Grade: Management_Executive 609 Pay Range: $116,600.00 - $209,900.00

HR Shared Services Center Senior Manager (People & Talent People Center)

This dynamic and challenging role meaningfully impacts Western Governors University’s employee experience and People & Talent operations.

The position serves as a champion of the employee experience within People & Talent (P&T) and leads a team of P&T People Center representatives who provide answers, guidance, and support to employees.

In addition to supervising this team, the Manager contributes to benchmarking and strategy development, participates in cross-functional initiatives, and coordinates with external advisers.

The role operates in a high-pace, high-growth environment and requires positive passion and enthusiasm.

Essential Functions and Responsibilities

• Champion the employee experience, ensuring that employees can easily find information and perform actions related to work and life events.
• Lead a team of P&T People Center representatives to ensure effective execution of designated P&T operations and related employee interactions.
• Hire, train, provide work direction, evaluate performance, recognize, and develop the team.
• Ensure the People Center is staffed appropriately based upon hours of operation, expected call volume, and expected transaction volume.
• Create a collaborative environment for the team through coaching, recognition, and team-building activities.
• Plan, organize, and prioritize simultaneous operational and strategic activities within the People Center’s scope.
• Write, read, and interpret technical HR materials, contracts, plans, policies, and related documents.
• Train representatives on the case management tool, maintain data integrity, and recommend enhancements to support service level agreements.
• Act as a problem-solving resource for escalated inquiries, monitoring trends to recommend improvements in processes, communication, and systems.
• Collaborate with technologists to monitor and maintain People Center communication channels (email, chat, telephones) ensuring they are operational.
• Ensure the team achieves designated metrics and service levels (SLAs); mentor the team to improve performance where needed.
• Maintain and communicate accurate metric statistics; suggest and implement new metrics and SLAs in partnership with P&T SMEs and leadership.
• Take responsibility for accurate data entry in HR systems to enable accurate reporting, metrics, machine learning, and AI.
• Present at Town Hall and All Hands meetings to inform the University about initiatives that impact the employee experience or process changes.
• Act as a backup to team members when necessary.
• Identify opportunities for process improvement and implementation of best-practice solutions.
• Work in close coordination with other P&T SMEs to train representatives on policies, programs, processes, systems, and customer service skills.
• Partner 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.
• Partner with other WGU stakeholders to support the design, administration, and communication of programs; collaborate with Internal Communications team as needed.
• Anticipate unintended consequences and broader impacts of recommendations and proposed process changes.
• Perform root cause analysis associated with P&T service delivery issues or problems from across the organization; recommend process or system improvements.
• Stay abreast of current and emerging market trends to identify potential employee experience opportunities and gaps.
• Develop skills for presenting ideas and influencing stakeholders at all levels, including senior leadership.
• Consistently apply strong analytical orientations, attention to detail, and business acumen.
• Coach, develop, and provide actionable feedback to drive optimal performance and ongoing development of team members.
• Maintain confidentiality, neutrality, and calm in addressing sensitive situations.
• Promote continuous improvement; drive best practices and standardization of P&T People Center operational processes.
• Influence cross-functional domains.
• Perform other job-related duties as assigned.

Job Description Disclaimer

This position description provides the major duties/responsibilities, requirements and working conditions for the position.

It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs.

Other responsibilities may be assigned when circumstances require.

• Knowledge, Skills, and Abilities
• Demonstrated prior experience and knowledge across strategic, design and operational aspects of human resources.
• Very strong work ethic, cultural competency, collaborative orientation, and eagerness to take on new assignments, with the ability to excel in a very fast-paced environment with frequently changing priorities.
• Ability to work with and present to senior leadership and stakeholders.
• Strong interpersonal skills in dealing proactively with all levels of internal and external individuals including employees, senior leadership, fellow team members and external administrators and advisers.
• Keen interest in contributing to the success of teams and growth of individuals. Actively contributes to a feeling of belonging among individuals in the organization.
• Ability to make professional presentations and to communicate technical matters effectively and persuasively in writing, through emails and reports, or verbally.
• Ability to play an active role in employee communication, including assisting with announcements and webinars.

Comfortable presenting information to employees at all levels of the organization.

• Data-driven orientation with ability to diagnose root causes, identify primary drivers of outcomes, and recommend positive changes.

Collaborate with People Analytics experts as needed.

• Ability to evaluate employee inquiry data on an ongoing basis; analyze and interpret data for trends, improvements, and efficiencies.
• Working knowledge of human resources trends, laws, and regulations.
• Ability to assist with peer and industry benchmark analysis, survey responses, and preparation of program design comparisons to other companies.
• Demonstrated strong proficiency with MS Office products.
• Strong understanding of HRIS and related processes associated with employment-related transactions, employee benefits, payroll, and the cross-functional impacts with other enterprise systems.
• Knowledge of help desks, including help desk support software, such as Service Now.
• Strong knowledge and prior experience with HRIS/payroll systems.
• Excellent written, verbal, and interpersonal skills; exceptional attention to detail.
• Job Qualifications
• Minimum Qualifications
• Bachelor’s degree.
• 7+ years Human Resources experience including 2+ years leading a team of direct reports and a shared services or operational function within an organization of 4,000+ employees.
• Demonstrated proficiency in MS Office Products.
• Knowledge of help desks, including help desk support software, such as Service Now.
• Experience with process automation through technology.
• Preferred Qualifications
• Experience with employee benefits administration and communication.
• Workday experience.
• Service Now experience.
• Travel

This position requires occasional travel of up to 20%, including required attendance at designated company summits (typically one to two per year).

Additional travel may include conferences, visits to company locations, and other business-related events as needed.

Position & Application Details

Full-Time Regular Position (40 standard weekly hours).

Eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account; flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

To apply, submit an online application.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu. edu.

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.

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