As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem solving skills and dedication to build stronger minds and a healthier world.
UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty.
The Integrated Service Center (ISC) supports the University’s faculty, staff and student workers 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) transactions (i.e., within the HR, Benefits and Payroll domains). The hallmarks of the ISC is in delivering services that are timely, accurate and highly attuned to the fast-paced university environment.
The Integrated Service Center (ISC) has an outstanding full time opportunity for a Customer Support Manager.
Reporting to the ISC Assistant Director for Internal Operations, the Customer Support Manager will lead a team dedicated to serving as the first point of contact for resolution of HR and Payroll inquiries directed to the ISC by the University’s faculty, staff and students (i.e., encompassing the HR, Benefits and Payroll domains). More specific responsibilities will include driving the accurate, professional and timely resolution of inquiries based on established ISC policies and procedures, ensuring best practices and efficient use of the team's case management tools, supervising a team dedicated to achieving the highest standards for accuracy and compliance, ensuring all information provided by the Customer Support team is accurate and in compliance with ever-changing policies/regulations, and coordinating with a combination of experts within and external to the ISC to address escalated inquiries. Further, this position will play a role developing in the larger strategic vision for the Customer Support team as the University continues to grow and service demands increase.
In order to be successful, the incumbent will need to demonstrate excellent leadership, communication, process improvement and collaboration skills in the context of a cross-functional customer-service organization and ensure positive interactions and effective outcomes for University employees.
Manages Customer Support Operations in the ISC
Lead team with integrity, honesty, and humility, emphasizing active listening skills and engaging the team members regularly in process improvement and internal engagement/growth opportunities.
Supervise Tier 1 Customer Support Representatives, to include selection/hiring, performance management/dismissal, staff resource planning, and coaching around professional development.
Provide leadership to the team using independent judgement.
Create and provide coaching and training materials as needed to ensure consistent customer service experience and effective use of tools across the team.
Ensure Tier 1 is knowledgeable and adheres accordingly to all relevant policies/procedures and empowers them to become subject matter experts in areas they are interested. Ensures the quality, timeliness and accuracy of customer responses via different channels of communication through regular audits and ongoing constructive feedback; establish mechanisms to review and follow up on assigned work and lead an internal quality control group.
Promote an outstanding customer-service environment, including strong communication and collaboration skills, as well as the application of tact, respect and diplomacy when dealing with customers, staff and peers.
Promote an environment of professional growth and development, supporting staff in creating and achieving both individual and team goals.
Facilitate the resolution of escalations and provides thorough case history and audit when requested.
Continually seek opportunities to optimize internal and external processes, establish best practices and streamline processes across the organization.
Monitor team engagement and customer satisfaction and adjust service delivery protocols based on pertinent feedback.
Work with a diverse group of individuals; placing a value on diversity, equity, and inclusiveness.
Strategy/Program Management & ISC Services Support
Collaborate with Senior Team members and Assistant Director of Internal Operations to ensure there are effective internal policies, procedures and controls to maintain efficient and streamlined operational support.
Recommend and assist the development and implementation of new or revised internal policies and procedures.
Develop and communicate goals, vision, and program direction for Tier 1 Customer Support.
Advise and collaborate with leadership on strategic direction and growth of Tier 1.
Approach changes to resources strategically, considering business need, team strengths/internal growth opportunities, and long-term goals of the organization.
Partner with ISC leadership to ensure service level agreements (SLAs) and key performance indicators (KPIs) are at or above standards constantly striving to improve the quality, customer, and team/employee experience.
Supports periodic Workday update processes, including testing activities.
Supports ISC knowledge management processes, including identification and verification of additions/changes to the working repository of knowledge content.
Conceptually understand how tasks relate to other departments within the organization to meet the needs of the university as a whole.
Supports ISC training activities, including development and verification of relevant content.
Manages Customer Support Processes
Manage the first point of contact experience for resolution of HR and Payroll inquiries directed to the ISC by the University’s faculty, staff and student workers:
-Participate in escalated resolutions as needed to ensure full resolution of issues. -Ensures staff are adequately trained and develop performance expectations to provide a high quality of service for customers, including onboarding and/or other employee support requests. -Collaborate efficiently with a combination of HCM, Benefits, and Payroll resources within the ISC and advanced domain experts external to the ISC to address inquiries that should be escalated.
Adapt efficiently and quickly to changing policy, process and system requirements in support of a continuous improvement model; identify and implement related process improvement opportunities.
Other duties as assigned.
Bachelor's degree in Human Resources, Payroll, Business Administration, Information Science, Computer Science or related field and five years of relevant experience, to include two years of progressively responsible leadership/management experience; demonstrated commitment to developing others to become leaders. Equivalent combination of education and experience from which comparable knowledge and skills have been acquired may substitute for degree.
Experience working in a customer support role, including facilitation of inquiries directed via disparate channels (i.e., phone, e-mail, case management tools, etc.)
Experience working in the HR, Benefits and/or Payroll domains.
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.
Working experience managing relevant business processes in a higher education or similar environment. Experience coordinating with functional and/or technical teams to resolve system inquiries/issues, enhance business processes and support testing activities.
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.
Experience communicating effectively with diverse stakeholders, including customers and key process stakeholders.
Experience using a proactive continuous improvement/iterative approach to meet HR and Payroll process design requirements, assimilating stakeholder feedback and reimagining operational frameworks on an ongoing basis.
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
Experience managing self-service transactions in Workday or similar ERP system.
Experience playing a leadership role in a shared services environment.
Working experience designing, executing and/or managing relevant business processes at University of Washington or in a comparable higher education environment.
Experience in the use of customer support infrastructure tools, including a service management system, knowledge base and associated reporting tools.
Demonstrated experience in working on diverse groups and teams; respects, values, and contributes to UW Finance and UW’s commitment to diversity, inclusion, and equity.
CONDITIONS OF EMPLOYMENT:
Application Process: The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.