New Jersey - Eastern Pennsylvania - Delaware HERC

Position Summary:

• Leads and directly supervises tiered teams of support specialists responsible for resolving advanced HR and payroll inquiries, overseeing the daily workflow of the department.
• Provides overall prioritization of work assignments and management of teams' resources and their activities including succession planning.
• Serves as the initial escalation point for unresolved or sensitive issues before routing to Tier 3 teams.

• Resolves complex HR, Payroll, and Finance inquiries including but not limited to time & labor, position management, absence management, and process workflows.
• Delivers support via multiple channels including live agent platforms, cases, and email, ensuring efficient, courteous, and accurate service.
• Ensures high-quality, timely resolutions and maintains documentation of case trends to reduce repeat inquiries.

• Develops and refines escalation protocols, collaborating closely with all tier support teams and technical support teams.
• Leads joint initiatives with the internal Service Center Managers to streamline processes, reduce handoffs, and improve agent efficiency.
• Contributes to the development and maintenance of knowledge articles, job aids, and training content based on recurring issues.
• Fosters and maintains positive relationships with UHR Colleagues, HR constituents and customer base; serves as an interface between internal/external customers and functional team members to ensure effective definition of and delivery of Service Center services and support.

• Maintains awareness of plans for HR system updates, implementation and the potential impact of those plans on current and future functionality of the HR system, processes and procedures.
• Tracks and analyzes case metrics, resolution times, and escalation patterns.
• Identifies training needs and systemic issues that contribute to case volume and recommend improvement strategies.
• Presents insights and recommendations to senior leadership through reports and dashboards to highlight team performance and inform operational decisions.
• Enhances users' experience with AI-enabled tools, ensuring intuitive and efficient interactions that drive user satisfaction and productivity.
• Reviews service center dashboards and reporting metrics to drive data-informed decision making and ensure KPIs and SLAs are met.

• Partners with UHR leadership, systems support teams, and data analysts to align system functionality with HR operational goals and user needs.

Minimum Education and Experience:

• Bachelor's degree in Business Administration, Human Resources, Analytics, Information Systems or a closely related field.
• 6+ years of experience in a customer service or shared services environment, preferably in HR or payroll, including at least 3 years of experience with data management and reporting, including translating data and compiling operational metrics.

City: New Brunswick

State: NJ

Equipment Utilized:

• Computer/laptop, MS Outlook, PeopleSoft, Oracle HCM Cloud, ServiceNow, Microsoft Office Applications, MS Teams and Zoom.

Salary: $108,670-$137,547

Posting Number: 26ST0859

About Rutgers University

Rutgers, The State University of New Jersey, is a leading national public research university and the state's preeminent, comprehensive public institution of higher education. Rutgers is dedicated to teaching that meets the highest standards of excellence; to conducting research that breaks new ground; and to turning knowledge into solutions for local, national, and global communities. As it was at our founding in 1766, the heart of our mission is preparing students to become productive members of society and good citizens of the world. Rutgers teaches across the full educational spectrum: preschool to precollege; undergraduate to graduate and postdoctoral; and continuing education for professional and personal advancement. Rutgers is New Jersey's land-grant institution and one of the nation's foremost research universities, and as such, we educate, make discoveries, serve as an engine of economic growth, and generate ideas for improving people's lives.

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