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Position Classification Description

Position Class Code / Title: D7020 / Mgr,Hr Service Center
Recruitment Tier: Tier 1
FLSA: Exempt
Grade: 14

This is a description of a Staff Position Classification. It is not an announcement of a position opening. To view descriptions of current openings, please go to UNMJobs and Search Postings to view positions that are currently accepting applications.

The following statements are intended to describe, in broad terms, the general functions and responsibility levels characteristic of positions assigned to this classification. They should not be viewed as an exhaustive list of the specific duties and prerequisites applicable to individual positions that have been so classified.


Manages and oversees the various day-to-day customer service and support activities of the Human Resources Service Center, to include HR customer services, electronic employee data entry and control, Banner HRPR functional support services, and employee records management. Manages the day-to-day administration and control of operating systems and procedures, facilities, and technology for the Center. Evaluates and establishes customer service standards, develops operating policies and procedures, and ensures that services are consistent with overall human resources objectives, policies and procedures, and best practices. Manages a diverse team of customer service and support staff.

Duties and Responsibilities

  1. Oversees and coordinates all facets of the day-to-day services and operations of the center, ensuring compliance with all University policies, procedures, regulations, and standards of practice.
  2. Establishes and maintains appropriate customer services procedures and standards; interfaces with customers and resolves problems and conflicts as necessary.
  3. Participates in development, implementation and maintenance of policies, objectives, short-and long-range planning; develops and implements projects and programs to assist in accomplishment of established goals.
  4. Oversees the supervision of personnel, which includes work allocation, training, promotion, enforcement of internal procedures and controls, and problem resolution; evaluates performance and makes recommendations for personnel actions; motivates employees to achieve peak productivity and performance.
  5. Provides technical direction, leadership, guidance, and support to subordinate staff engaged in providing a comprehensive range of first-line customer support and administrative services for internal and affiliate constituencies, job applicants, retirees, and/or members of the community at large.
  6. Directs and monitors the processing and entry of employee source data and documentation into the human resources information system and the manual personnel files; develops and implements policies and systems to ensure the highest standard of accuracy, timeliness, and efficiency in personnel records management.
  7. Continuously reviews and evaluates internal operating processes, facilities, systems, and procedures for effectiveness, efficiency, and responsiveness to customer requirements; develops and implements changes and enhancements as appropriate.
  8. Represents the organization at various community and/or business meetings, committees, and task forces; promotes existing and new programs and/or policies.
  9. Performs miscellaneous job-related duties as assigned.

Minimum Job Requirements

  • Bachelor's degree; at least 5 years of experience directly related to the duties and responsibilities specified.
  • Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.

Knowledge, Skills and Abilities Required

  • Knowledge of customer service principles, techniques, systems, and standards.
  • Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
  • Knowledge of customer service standards and procedures.
  • Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures.
  • Ability to develop, plan, and implement short- and long-range goals.
  • Integrated knowledge and understanding of human resources concepts, practices, systems, and procedures.
  • Ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments.
  • Ability to resolve difficult or stressful customer service issues.
  • Ability to make administrative/procedural decisions and judgments.
  • Ability to foster a cooperative work environment.
  • Employee development and performance management skills.
  • Knowledge and working understanding of computerized human resources and payroll systems.
  • Knowledge of faculty and/or staff hiring procedures.

Working Conditions and Physical Effort

  • No or very limited physical effort required.
  • No or very limited exposure to physical risk.
  • Work is normally performed in a typical interior/office work environment.

The University of New Mexico provides all training required by OSHA to ensure employee safety.

Revised Date: 03/20/2017