HR Shared Services Senior Manager

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. At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is: Grade: Management_Executive 609 Pay Range: $116,600.00 - $209,900.00 Job Description The HR Shared Services Center Senior Manager (People & Talent People Center) is a dynamic and challenging role that meaningfully impacts Western Governors University’s (WGU) employee experience and People & Talent operations. This position serves as a champion of the employee experience within People & Talent (P&T) and leads a team of P&T People Center representatives. These representatives are at the heart of providing answers and guidance to employees, encouraging self-service where appropriate, and supporting a wide range of behind-the-scenes functions vital to the delivery of P&T services, programs, and policies. The team works alongside and continuously collaborates with subject matter experts (SMEs) throughout P&T. In addition to supervising this team, the People Center Senior Manager is a key contributor to ongoing benchmarking and strategy development in support of WGU’s employee experience, including participation in cross-functional initiatives and coordination with external advisers. Accordingly, this position requires prior experience in human resources including operations, analytics, or strategic planning within a large organization. This role operates in a high-pace, high-growth environment and demands positive passion and enthusiasm.   Essential Functions and Responsibilities: Champions the employee experience, ensuring employees can easily find information and perform actions related to work and life events. Leads a team of P&T People Center representatives to ensure effective execution of designated P&T operations and related employee interactions. Hires, trains, provides work direction, performance evaluation, recognition, and development of team. Ensures P&T People Center is staffed appropriately based upon hours of operation, expected call volume, and expected transaction volume. Creates a collaborative environment for the team through coaching, recognition and team building activities. Plans, organizes, and prioritizes simultaneous operational and strategic activities within the P&T People Center’s scope. Writes, reads, and interprets technical HR materials, contracts, plans, policies, and related documents. Trains representatives on, and maintains data integrity of case management tool, while recommending and implementing enhancements to support customer service level agreements. Acts as problem-solving resource for escalated inquiries. Monitors types of inquiries or issues to determine and recommend improvements in processes, communication, and systems. Collaborates with appropriate technologists to monitor/maintain People Center communication channels (email, chat, telephones) making sure each are operational and functioning properly.  Ensures that the P&T People Center team is achieving designated metrics and service levels (SLAs); mentors team to achieve improvement where needed. Maintains and communicates accurate metric statistics. Suggests and implements new metrics and SLAs as needed in partnership with P&T SMEs and leadership. Takes responsibility for team’s accurate data entry in HR systems to enable accurate reporting, metrics, machine learning, and AI. Presents at ‘Town Hall’ and ‘All Hands’ meetings to keep the University informed of initiatives that impact the employee experience or process changes, as necessary. Acts as a backup to members of team when necessary. Identifies opportunities for process improvement and implementation of best-practice solutions. Works in close coordination with other P&T SMEs to train representatives on policies, programs, processes, systems, and customer service skills. Partners 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. Partners with other WGU stakeholders to support the design, administration, and communication of programs. Collaborates with Internal Communications team as needed. Anticipates unintended consequences and broader impacts of recommendations and proposed process changes. Performs root cause analysis associated with P&T service delivery issues or problems from across the organization. Identifies and recommends process or system improvements regarding the same. Stays abreast of current and emerging market trends to identify potential employee experience opportunities and gaps. Develops skills for presenting ideas and influencing stakeholders at all levels, including those at the senior level of the organization. Consistently applies strong analytical orien