Job Posting

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Position Base
Riverside

Location
UCPath Center

UCPATH CENTER

At the University of California (UC), your contributions make a difference. A world leader producing Nobel and Pulitzer prize recipients with over 150 years of groundbreaking research transforming the world. Choose a career where you can leverage your knowledge, skills and aspirations to inspire and support some of the greatest minds in the world, and those who will follow in their footsteps. Working at the University of California is being part of a unique institution, and a vibrant and diverse community. At the University of California, Office of the President, we propel our mission through impactful work locally, in government centers and systemwide. We are passionate people, serving the greater good.

The University of California, one of the largest and most acclaimed institutions of higher learning in the world, is dedicated to excellence in teaching, research and public service. The University of California Office of the President is the headquarters to the 10 campuses, six academic medical centers and three national laboratories and enrolls premier students from California, the nation and the world. Learn more about the UC Office of the President

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

POSITION SUMMARY

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.

Responsibilities

75%

CUSTOMER SERVICE

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.

25%

SUPERVISION

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

Other duties as assigned.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

Education

• Bachelor's degree in related area and/or equivalent in experience/training.

SALARY AND BENEFITS

The University of California, Office of the President, is required to provide a reasonable estimate of the compensation range for this role. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. The full salary range shows the growth potential for this position and the pay scale is the budgeted salary or hourly range that the University reasonably expects to pay for this position.

Job Title
Customer Service Supervisor 2

Job Code
006914

Salary Grade
Grade 22

Payscale:
$85,000 - $92,000 - Salary offers are determined based on final candidate qualifications and experience.

Full Salary Range:
$68,500 - $123,900

Benefits: For information on the comprehensive benefits package offered by UCPath Center visit: Benefits of Working for UC

ADDITIONAL INFORMATION

This position will work a hybrid schedule which includes a combination of working both onsite at the UCPath Center in Riverside and remote in California.

HOW TO APPLY

Please be prepared to attach a cover letter and resume with your application.

JOB CLOSE DATE

The position will be open until filled.

CONDITIONS OF EMPLOYMENT

Background Check Process: Successful completion of a background check is required for this critical position. Background check process at UCOP

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

EEO STATEMENT

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.

The University of California, Office of the President, strives to make this job board accessible to any and all users. If you have comments regarding the accessibility of our website or need assistance completing the application process, please contact us at: Accessibility or email the Human Resource Department at: epost@ucop.edu







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