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TALENT CARE CENTER PARTNER
Job Title: TALENT CARE CENTER PARTNER
Job Code: 5638
FLSA: E
Job Level: F1
Revised Date: 07/01/2024
Supervisory Responsibility: Yes
General Description of the Job Class
Facilitate human resources and payroll support within the Duke University Health System by managing a team of Talent Care Specialists who are responsible for resolving high-volume HR transactions and direct support inquiries as part of the Talent Care Center.
Duties and Responsibilities of this Level
1. Manage Talent Care Center Specialists, handle workloads, and assign day-to-day responsibilities to ensure the delivery of timely, accurate, and compliant outcomes. Additional responsibilities include leading the hiring process for Talent Care Center Specialists, conducting performance reviews, continuously coaching direct staff, and administering corrective action, up to and including assisting in terminations as needed.
2. Serve as a strategic partner for the Talent Care Center to key client leaders to ensure alignment of quantitative and qualitative service level requirements and to promote good relations between the Talent Care Center and its customers. Maintain a high level of confidentiality when researching and resolving customer concerns. Cultivate and drive high-quality customer service standards. Provide coaching and guidance to Talent Care Specialists to achieve the highest standards for accuracy and compliance.
3. Continuously learn and adapt to new HR policies and procedures required to process and resolve personnel transactions, inquiries, and issues. Ensure that staff remains knowledgeable of HR policies and protocols in support of the review and processing of personnel action forms.
4. Monitor team performance and identify patterns in issues/inquiries, and promote enhanced customer service standards. Provide recommendations to Talent Care Center leadership on methods to boost productivity and elevate service levels for employees. Establish comprehensive standards and procedures for the Talent Care Center, ensuring a structured and efficient approach to deliver optimal service and meet organizational goals.
5. Provide mentorship and development support to Talent Care Center Level 1 & 2 Specialists, fostering their professional growth and ensuring a high level of proficiency within the team.
6. Accurate and timely review and approval of complex iForms from both department managers and Talent Care Center Specialists.
7. Develop content needed to support Talent Care Center training. Provide ongoing education and information to customers while delivering training and education to departments throughout the university and health system.
8. Collaborate with Talent Care Center Leadership to enhance and integrate tools to increase customer awareness and satisfaction and improve overall system and operating efficiencies. Monitor customer satisfaction results and adjust service delivery protocols based on feedback.
9. Identify and route complex employee inquiries to the appropriate Centers of Excellence (CoE) for specialized support. Coordinate with CoE functions as necessary and keep team members informed of important issues necessary to enhance daily activities.
Required Qualifications at this Level
Education
Work requires knowledge of basic communications, research, and mathematical principles normally acquired through a high school education. A bachelor's degree is preferred or equivalent related experience in human resources, business administration, information science, computer science, or related field.
Experience
Work requires the ability to review, maintain, research, and report on human resource and payroll information/activities generally acquired through seven years of related experience or a combination of relevant education and/or experience.
Experience playing a leadership role in a shared services environment preferred.
Experience in the use of customer support infrastructure tools, including a service management system, knowledge base and associated reporting tools preferred.
Degrees, Licensure, and/or Certification
Knowledge, Skills, and Abilities
Distinguishing Characteristics of this Level
The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions
Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
