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ASSIST DIR, HRIC
Job Title: ASSIST DIR, HRIC
Job Code: 1250
FLSA: E
Job Level: 16
Revised Date: 07/01/2016
Job Family: JF 28
Occupational Summary
The Assistant Director supports all HRIC functions as the senior systems analyst and team leader for Application Support, Reporting and Systems analysis. This person will manage performance and coach team members. A successful team lead will develop strong partnerships to fully understand HR business processes, discover needs, and translate requirements to functional and technical specifications. The leader will be responsible for the engagement of Duke Administrative Systems Management (ASM) and Payroll communities into the process at the necessary juncture and manage full cycle projects, from inception to operational support. In addition, will manage the operations of a large, high volume service center that provides human resource services including processing of HR transactions, handling of telephone inquires and walk in customers. This team of customer service and data management professionals will lead the way in defining high level, professional customer service with emphasis on accurate and timely processing of all Dukes human resources hiring and change actions. The individual selected for this position must thrive in a fast paced environment, be totally customer focused, and able to achieve results quickly. Experience in process reengineering, demonstrated leadership and motivation skills and proven ability to develop customer service strategies for serving internal and external customers are required.
Work Performed
Oversee daily operation of HRIC call center, walk in center, file room, and data processing while working closely with other areas of HR and Payroll.
Understand HR business processes and proactively develop and assist HR in the implementation of business process and/or technology solutions.
Focus on existing systems and web technology to improving process efficiency, reduce costs and enhance customer service.
Provide project management support for business process redesign or technical projects instituted by HR departments.
The statement of work, customer expectations and responsibilities, end dates, key milestones, commitment of specific resources from the customer, business requirements including customer review and signoff, functional specifications including customer review and signoff, project plans to include a full development cycle, from requirements gathering, development/programming, testing, integration and customer acceptance and signoff.
Have and maintain an understanding of the HR strategic direction and groups overall goal(s) to be accomplished and offer solutions for best practices that will streamline business processes and improve customer service.
Establish and maintain constant communication with the Director, HR business partner, ASM (SAP team) and any vendors to make sure all deliverables and expectations are being met.
Provide system analyst services by thoroughly understanding the system environment and functional capabilities of existing HR systems.
Provide overall support to any application used by HR and not supported by OIT, must be aware of updates and new releases and make recommendations for improvements that will increase productivity.
Will be responsible to inform HR management when surrounding systems effect the operations of their respective systems.
Partner with HR staff to understand reporting and information needs.
Support the HRIS Application Support and Reporting team to generate reports and special data analysis for customers.
Create test plans and procedures for new HR systems or upgrades to existing systems.
Partner with Director to further develop and integrate tools to increase customer awareness and satisfaction, as well as improve overall system and operating efficiencies.
Represent the service center to key clients/customers, providing them with issue resolution, status on Center activities or other responses to promote good relations between the Center and its customers.
Establish standards and procedures for the HRIC.
Make recommendations to management of methods to increase productivity and improve the level of service for employees.
Construct and monitor performance metrics at request of management.
Ensure HR central personnel are properly trained to accurately and effectively resolve employee inquiries while providing exceptional Customer Service.
Provide HRIC staff with training, development, coaching and counseling while building a team environment.
Resolve routine and escalated customer service concerns utilizing expert customer service skills Utilize information systems and call center systems to resolve routine and complex customer concerns.
Establish and maintain accurate personnel records information.
Interpret and apply HR policies when answering customer questions and processing transactions.
Identify security issues effecting HR systems, data and general access.
Act as a key member of a team whose responsibility will be to insure effective procedures are in place for emergency failover procedures and disaster recovery plans.
Required Qualifications at this Level
Education/Training
Work requires a general business or Human Resources background generally equivalent to a bachelor's degree in a related field
Experience
Minimum of 5 years of Human Resources or Call Center experience
Minimum of 2 years supervisory experience required
University or Healthcare experience preferred
OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE
Skills
HR/Payroll systems SAP (preferred, PeopleSoft, Oracle)
Business analysis skills (i.e., requirements gathering, process reengineering, functional specifications)
Report writing and query using Oracle databases
MS Access
MS Excel
Project Management
Consulting Written and Verbal Communication
Training Delivery
Performance Management
Change Management
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.
