Position Classification Description

Position Class Code / Title: D6024 / Supv,Client Services
Recruitment Tier: Tier 1
FLSA: Exempt
Grade: 12
HR Review/Approval:RVIEW

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.


Supervises the daily operations of one or more Human Resources teams within the Division of Human Resources, Client Services. Coordinates the administration, quality control, and accurate processing of a broad range of HR transactions which may include staff requisitions and hires. Monitors delivery of quality customer service, assists in developing operating policies and procedures, ensures compliance with University policies and procedures, and leads daily problem resolution. Provides input on process improvements and project efforts within the unit.

Duties and Responsibilities

  1. Supervises personnel, which includes work allocation and training; evaluates performance and implements personnel actions; motivates employees to achieve peak productivity and performance.
  2. Assists in the establishment and maintenance of appropriate processing procedures and standards; interfaces with internal and external customers and client departments to resolve problems and conflicts, as necessary
  3. Participates in development, implementation and maintenance of internal procedures, objectives, short-and long-range planning; develops and implements projects and programs to assist in accomplishment of established goals.
  4. Provides technical training to Human Resources Analysts and/or Transaction Center Representatives; develops training and resource materials, and prepares and delivers educational sessions and workshops, as appropriate.
  5. Provides technical direction, leadership, guidance, and support to subordinate staff engaged in providing a comprehensive range of first-line customer support, partnership with other departments and administrative services for all constituencies, employees, retirees, and members of the community at large.
  6. Monitors daily activities, ensuring quality and appropriateness of customer service provided by Human Resources Analysts and/or Transaction Center Representatives, as required.
  7. Assists in developing standard operating procedures and monitors appropriate department records in accordance with applicable regulations, policies, and standards.
  8. May oversee and monitor the processing and entry of employee source data and documentation into the University's human resources information system; assists in the development and testing of specialized human resources databases, enterprise resource planning systems, computer software systems, and manual/electronic filing systems.
  9. Assists in developing and evaluating internal work flow and document routing procedures; maintains logs and control systems in accordance with established procedures; establishes tracking systems and procedures to monitor work flow; oversees post audit process.
  10. Creates ad hoc data analyses, related metrics, and reports in support of various HR transactions; identifies errors and deficiencies and makes process improvement recommendations.
  11. 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

  • Ability to develop, plan, and implement short- and long-range goals.
  • 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 of customer service standards and procedures.
  • Knowledge of legal requirements for the acquisition and retention of employment and/or contract data and documentation.
  • Ability to supervise and train assigned staff including organizing, prioritizing, and scheduling work assignments.
  • Analytical, evaluative, and critical thinking skills.
  • Strong interpersonal and oral and written communication skills, and the ability to work effectively with a wide range of constituencies in a diverse community.
  • Knowledge of on-line, electronic job application systems and processes.
  • Knowledge and understanding of a broad range of human resources administrative policies and procedures as applicable to a public university.
  • Ability to provide clear technical guidance and instruction to non-technical personnel.
  • Ability to interpret and analyze informational needs, and provide technical advice and guidance in area of specialty.
  • Database and records management skills.
  • Ability to gather data, compile information, and prepare reports.
  • Ability to identify and coordinate the resolution of payroll problems and inaccuracies.
  • Ability to manage employee data, utilizing an automated human resources information system.

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 exposure to physical risk.
  • No or very limited physical effort required.
  • 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: 01/05/2024