Summary

Oversees 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. Establishes and maintains customer service standards, operating policies and procedures, and ensures that services are consistent with overall HR objectives, policies, procedures, and best practices. Provides professional level support to various units including Compensation, Labor/Employee Relations, and UNMTemps & Recruitment Services. Supervises a 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 HR Service Center, ensuring compliance with all University policies, procedures, regulations, and standards of practice.
2. Offers guidance and oversight to staff responsible for providing first-line customer services to university employees including faculty, staff, and students, job applicants, retirees, and members of the community; interfaces with customers and resolves problems and conflicts as necessary.
3. Develops, maintains and evaluates appropriate customer service procedures and standards, ensuring compliance with applicable policies and laws; identifies opportunities for streamlining processes and other related efficiencies.
4. Provides direction and oversight to staff offering professional level support to assigned areas; support includes researching various items, compiling data, establishing tracking tools and metrics, designing process flow charts, creating standard operating procedures, and similar responsibilities.
5. Participates in development, implementation and maintenance of procedures, objectives and short-and long-range planning.
6. Leads and participates in the development and implementation of projects and programs ensuring key deliverables, milestones and deadlines are met.
7. Directs and monitors the processing and entry of employee source data and documentation into the human resources information system and physical personnel files; develops processes to ensure the highest standard of accuracy, timeliness, and efficiency in personnel records management.
8. Reviews and evaluates internal operating procedures, related systems and equipment for assigned areas to ensure modern practices and tools are in place; identifies deficiencies and makes recommendations for enhancements as appropriate.
9. Creates and presents ad hoc data analyses, related metrics, and reports in support of various HR services.
10. Researches and analyzes various HR related issues and participates in problem resolution.
11. Oversees the supervision of personnel, which includes work allocation, training, promotion and 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.
12. May represent the organization at various community and/or business meetings, committees, and task forces; promotes existing and new programs and/or policies.
13. Performs miscellaneous job-related duties as assigned.

Minimum Job Requirements

• High school diploma or GED; at least 7 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.
• Ability to evaluate and re-design existing procedures to promote efficiencies and streamlined processes.
• 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 make administrative/procedural decisions and judgments.
• Ability to resolve difficult or stressful customer service issues.
• 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.

Conditions of Employment

• Employees who provide services or work in patient care or clinical areas are required to be in compliance with the University's influenza vaccination requirement.
• Must pass a pre-employment criminal background check.

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: 05/22/2022