EMPLOYEE SERVICE SUPERVISOR (UCPATH) MULTIPLE OPENINGS
University of California UCPath Center
Location: Riverside, California
Internal Number: 3765045
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The UCPath Center is the University of California's shared services center in Riverside, CA. The UCPath Center manages the payroll, benefits, and other human resources transactions for more than 200,000 UC employees working across ten UC campuses, five medical centers, three national labs and more. The staff at the UCPath Center work in a variety of areas including business operations, customer service, quality management, technology, training, human resources and communications. Learn more about the UCPath Center
The Employee Service Supervisor will work within the UCPath Center, reporting directly to an Employee Service Manager. This role receives predetermined work assignments that are subject to a moderate level of control and review, and directs subordinates to complete assignments using established guidelines, procedures, and policies. Requires full knowledge of own area of functional responsibility.
Provides accurate and efficient resolutions to complex and/or escalated issues and inquiries through multiple channels (phone, email, case management) by following appropriate resolution/assessment methodology (investigating and research), utilizing knowledge management tools, educating employees on products and self-service tools, and determining appropriate course of action or escalation for emerging issues.
Utilizes knowledge management tools and contributes new, revised or updated information to maintain accuracy and consistency in knowledge in support of customers, peers and the larger UCPath Center team.
Assesses customer's/employee's level of understanding by educating and influencing customers to utilize self-service support.
Provides support for employees dealing with sensitive and confidential information relating to benefits, payroll, and/or HR issues.
Communicates effectively (written or verbal) to best match customer style, needs, and level of understanding in creating optimal customer interaction.
Communication style includes accurate and grammatically correct support based on channel (phone, email, case management).
Completes accurate and actionable case documentation in the case management database.
Supports the UCPath Center team by sharing knowledge, information, and best practices with peers and cross-functional teams.
Makes recommendations and process changes to ensure effective and efficient customer service. Reviews processes and procedures to improve service.
Ensures delivery of quality service to various constituencies.
Provides direct supervision and guidance to a group of Employee Service staff and monitors service levels for the unit.
Provides direction to Employee Service staff according to established policies and management guidance.
Interacts with peer supervisors and managers across the UCPath Center. Acts as an advisor to unit to meet schedules and resolve issues.
Oversees the workflow of the unit and operations to ensure optimal efficiency and maintain high standards of service.
Assists in the resolution of highly complex and escalated issues and situations.
Provides input on performance, salary actions, hiring decisions and other human resources-related issues.
Other duties as assigned.
A minimum of four (4) years of relevant experience working in an internal HR, payroll, or benefits shared service environment, or an equivalent combination of education and experienced. Broad content knowledge across HR/ Academic Personnel, Benefits, Payroll, and Leave Administration functional areas with in-depth knowledge and experience one or more of these areas. Understanding and experience applying advanced customer service principles. Ability to interact confidently and professionally during challenging conversations with managers and employees. Demonstrated ability to delegate and oversee assignments to ensure successful and timely completion, and obtain the cooperation of others within the unit. Recommends solutions to current, complex issues, using learning from past experiences with calls and project work.
Ability to assess, promote and implement changes to current practices and processes. Intermediate skills with Microsoft Office Suite (particularly Word, Excel, and PowerPoint). Previous experience providing input regarding hiring, evaluating, and development of subordinates. Basic regulatory and legislative knowledge as it relates to HR, Payroll, and Benefits.
Ability to provide high quality work utilizing highly developed and effective communication (written and verbal), project management and time management, skills. Highly effective organization, and project management skills. Excellent people skills, with ability to effectively interact, collaborate, and influence across all levels of an organization. Ability to handle ambiguity in a fast-paced environment with multiple concurrent tasks and changing priorities. Ability to maintain flexibility and quickly address changing priorities. Ability to provide excellent service with integrity. Ability to accomplish assigned projects without compromising the integrity of the UCPath Center and/or University of California policies and procedures. Highly self-motivated and directed. Ability to focus on the accomplishment of the UCPath Center mission and priorities. Ability to prioritize, streamline and accomplish assigned projects. Ability to appropriately handle confidential matters and material.
Bachelor's degree in Human Resources, Business Administration or related field. Prior experience in a supervisory role, with demonstrated effectiveness in leading a team. Professional in Human Resources (PHR), Senior Professional in Human Resources (SPHR), Fundamental Payroll Certification (FPC), or Certified Payroll Professional (CPP) certification(s). Knowledge of UC personnel and payroll policies and procedures. Experience and proficiency in the PeopleSoft HRMS platform. Experience with SalesForce CRM.
Bachelor's degree in related area and/or equivalent in experience/training.
SALARY AND BENEFITS
Salary: The recommended salary range is $85,000 - $92,000. Commensurate with experience.
Smoke Free Work Environment: The University of California, Office of the President, is smoke & tobacco-free as of January 1, 2014. UC Smoke & Tobacco Free Policy
August 2021 Update: The University of California has issued a policy requiring employees to be fully vaccinated against COVID -19 before physically accessing the University location or programs. Upon hire into a UCOP position, you will be provided detailed instructions on how to comply with this policy including access to the COVID vaccination at no cost. New hires to UCOP who work onsite or will come onsite for any activities at a UCOP or other UC location must comply with this policy within 8 weeks after their start date. The policy allows for employees to request approval for an exception or deferral. UC COVID-19 Vaccine Policy
The University of California, Office of the President, is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. EEO/AA Employer UC nondiscrimination policy.
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The UCPath Center is the transactional hub for human resources, payroll, benefits, general ledger, workforce administration and academic processes across the entire University of California system.Located in Riverside, California, the UCPath Center will serve more than 200,000 employees from each UC campus and medical center as well as vendors, location administrators, and policy makers from the University of California Office of the President.