HR Service Center Customer Service Manager

JOB PURPOSE:

The Manager, HRSC Customer Service leads a team that provides essential HR services and resources to Stanford employees (e.g., academic staff, non-academic staff, post docs and student workers) across campus. This role manages the daily operations and performance of the Tier 1 team, which serves as the first point of contact for HR inquiries and handles I-9 processing and compliance. Key responsibilities include ensuring optimal customer service, establishing efficient processes, maintaining quick service delivery, and delivering quality support. The Manager, HRSC Customer Service collaborates with colleagues to optimize service delivery and trains the team to provide effective customer support and continually enhance their HR knowledge. Ideal candidates will have experience leading an HR service team or call center in a complex organization and will champion Stanford’s vision, culture, and values.

CORE DUTIES*:

• Service Excellence & Customer Focus: Drive optimal customer service and strive to achieve immediate case resolution through customized services to meet complex needs of the customer. Emphasize the importance of service excellence by interweaving it into project details, measurements, and special training of the team. Monitor, report on, and complete all phases of case management related to workload, ensuring issues are coordinated, logged, tracked, and resolved appropriately to meet targets in concert with deadlines.  Support team members handling of escalated issues and complex inquiries, providing solutions and feedback to improve processes.
• Team Leadership & Development: Lead and manage a team of service center associates providing training, guidance, and support to ensure high performance and professional development. Conduct regular team meetings to review cases, discuss updates, and address challenges. Foster a culture of continuous improvement and professional growth within the team. Manage individual and overall team performance.
• Communication: Consider various platforms and opportunities to communicate HR services and support information to various stakeholders across campus. Communicate with service center employees to understand workload concerns and provide guidance accordingly.
• HR Acumen Competency: Understand and apply human resources best practices and information to contribute to the department's immediate and larger, long-term goals. Command a strong understanding of the relationship between the HR Service Center and its customers.
• Agility and Innovation: Apply creative problem-solving to address service center and managerial challenges (e.g., hiring). Collaborate with HR Service Center managers and supervisors to develop and maintain an infrastructure that optimizes service delivery (e.g., processes, SOPs, RACIs). Continue upgrading knowledge, skills, and abilities needed to keep abreast of regulation/policy changes. Identify opportunities for process improvements and work collaboratively with HR leadership to implement changes.
• Critical Evaluation, Problem Solving, and Decision Making: Employ highly ethical management standards creating an equitable workplace. Continually monitor call metrics for service delivery improvement, SLAs adherence, and workload concerns. Prepare and analyze reports on team performance, customer feedback, and operational metrics. Continue to develop objectivity and critical-thinking skills to make sound judgments based on keen analysis, best practices, and an understanding of preferred outcomes. Support escalated cases when necessary.
• Culture, Values, and Ethical Practices: Integrate core values, integrity, and accountability throughout all organizational and HR practices. Develop trusting, credible relationships from demonstrated ethical judgment, behavior, and practiced confidentiality.  Contribute to an inclusive environment by building and maintaining collaborative relationships with team members, peers, and leaders across UHR. Uphold the principles of the Stanford Code of Ethics.
• Business Understanding: Possess an understanding of Stanford’s business and how the HR Service Center enables the HR organization’s success leveraging the service delivery model.
• Alignment to Strategy: Support strategic goals set by the team, department, and university. Demonstrate, through words, actions, and ideas, alignment to Stanford and HR goals.
• Other: Perform other related responsibilities as requested and when necessary. The University reserves the right to add or change duties at any time.

*Note: The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

MINIMUM REQUIREMENTS:

Education & Experience:

Bachelor’s degree and seven years of relevant experience and three years of management experience.

Knowledge, Skills and Abilities:

• Experience managing an HR Service Center at a complex organization.
• Demonstrated excellence providing high-quality HR customer service.
• Strong leadership and team management skills, with a proven track record of driving individual and team performance.
• Experience in monitoring and reporting on Service Level Agreements (SLAs). 
• Experience successfully mentoring staff on human resources policies, procedures, processes, laws, and regulations.
• Demonstrated ability to process standards and metrics to analyze data and measure performance while generating insights to improve operations. 
• Demonstrated ability to effectively manage time, prioritize tasks, work independently, and maintain confidentiality of all clients and information.
• Demonstrated project management skills.
• Excellent communication skills, proven track record of building strong collaborative relationships with stakeholders.
• Proficiency with Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
• Experience with HRIS, case management, employee portal, knowledge management, or records management tools.

Certifications and Licenses:

None

PHYSICAL REQUIREMENTS*:

• Frequently stand/walk, sit, perform desk-based computer tasks, and use a telephone.
• Occasionally write by hand, twist/bend/stoop/squat, reach/work above shoulders, grasp lightly/fine manipulation, grasp forcefully, lift/carry/push/pull objects that weigh up to 10 pounds, sort/file paperwork.
• Rarely kneel/crawl, operate foot and/or hand controls.

*Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.

WORKING CONDITIONS:

• Occasional work on evenings and weekends.
• May work extended hours.

WORK STANDARDS:

• Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
• Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
• Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, http://adminguide.stanford.edu.

The expected pay range for this position is $133,859 - $155,000 per annum. Stanford University provides pay ranges representing its good faith estimate of what the university reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location and external market pay for comparable jobs.

At Stanford University, base pay represents only one aspect of the comprehensive rewards package. The Cardinal at Work website (https://cardinalatwork.stanford.edu/benefits-rewards) provides detailed information on Stanford’s extensive range of benefits and rewards offered to employees. Specifics about the rewards package for this position may be discussed during the hiring process.

Why Stanford is for You

Imagine a world without search engines or social platforms. Consider lives saved through first-ever organ transplants and research to cure illnesses. Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:

• Freedom to grow. We offer career development programs, tuition reimbursement, or course auditing. Join a TedTalk, film screening, or listen to a renowned author or global leader speak.
• A caring culture. We provide superb retirement plans, generous time-off, and family care resources.
• A healthier you. Climb our rock wall or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.
• Discovery and fun. Stroll through historic sculptures, trails, and museums.
• Enviable resources. Enjoy free commuter programs, ridesharing incentives, discounts and more

Consistent with its obligations under the law, the University will provide reasonable accommodations to applicants and employees with disabilities. Applicants requiring a reasonable accommodation for any part of the application or hiring process should contact Stanford University Human Resources at stanfordelr@stanford.edu. For all other inquiries, please submit a contact form.

Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.