Senior HR/Payroll Shared Services Specialist
Rutgers University
Recruitment/Posting Title Senior HR/Payroll Shared Services Specialist Job Category Staff & Executive - Human Resources Department UHR- OneSource Service Center Overview Rutgers, The State University of New Jersey, is a leading national research university and the State of New Jersey’s preeminent, comprehensive public institution of higher education. As one of the largest employers in the State of New Jersey, Rutgers University is committed not only to the students and the State that we serve, but also to the faculty and staff who work on our campuses.
For two consecutive years, Rutgers is ranked on Forbes’ list of America’s Best Large Employers. Rutgers holds #64 of 500 employers and is the #1 New Jersey employer on the publication’s 2023 list. Rutgers’ commitment to its employees includes maintaining and fostering a safe, diverse, and respectful workplace environment, creating employment opportunities for our nation’s military veterans, and ensuring accessibility and accommodation for individuals with disabilities.
University Human Resources (UHR) supports the Rutgers mission as an institution of prominence, preeminent in research, teaching, service, and clinical care. We strive to provide the highest level of customer service in delivering a comprehensive network of programs, services, and expertise to attract, retain, and develop diverse and highly skilled top talent. Posting Summary Rutgers, The State University of New Jersey, is seeking a Senior Customer Service Representative for The OneSource Faculty and Staff Service Center(OneSource). The Senior Customer Service Representative is a key position within the Operations team of OneSource, a customer focused service organization that provides HR and Payroll services to employees across the university. This position serves as the first point of contact for customers contacting OneSource and is responsible for working with OneSource’s staff and knowledge management system to resolve a broad scope of inquires related to HR and Payroll services. The Senior Customer Service Representative serves as a supervisor for the OneSource’s customer service representatives and plays a critical role in ensuring high levels of customer satisfaction and operational efficiency across OneSource operations.
Among the key duties of this position are the following: Assists Associate Director of Service Center Operations with development of overall ESC operations strategic plan and growth strategy, and support translation of strategy into tangible objectives, targets and actions. Ensures all relevant procedural/legislative requirements are fulfilled while delivering a quality and cost-effective service to customers. Identifies and communicates leading practices and innovative approaches and tools for service delivery into ESC operations. Conducts intake for all HR/Payroll related inquiries and escalate to appropriate parties, as necessary. Ensures timely resolution of cases and follow through cases to completion to provide best customer experience. Tracks and monitors cases to identify root cause of issues. Documents inquiry resolution and escalation in case management system. Completes routine HR and payroll transactions. Serves as an escalation point for customer service representatives working to resolve self -service portal navigation and HR/Payroll issues; leverage basic knowledge of HR/Payroll functions to resolve customer issues. Assists Associate Director of Service Center Operations with monitoring and evaluating HR transaction work flow and volume. Establishes, monitors and validates all data entry related to the database to ensure correctness. Identifies trends and knowledge base needs and provide insight to management. Supports recruiting, training, and employee development activities to support ESC operations. Supervisory responsibilities for ESC customer service representatives. Monitors performance of customer service representatives against pre-determined measures and standards. Provides effective and timely feedback to enhance employee performance. Create, foster and maintain a collaborative, innovative and customer-focused team culture. Support employee engagement and development initiatives for ESC employees to enhance job satisfaction and morale. Position Status Full Time Hours Per Week Daily Work Shift Work Arrangement FLSA Nonexempt Grade 04 Position Salary Annual Minimum Salary 60028.00 Annual Mid Range Salary 75982.00 Annual Maximum Salary 91936.00 Standard Hours 37.50 Union Description Administrators Confidential Payroll Designation PeopleSoft Benefits Rutgers offers a comprehensive benefit program to eligible employees. For details, please go to http://uhr.rutgers.edu/benefits/benefits-overview.
Seniority Unit Terms of Appointment Staff - 12 month Position Pension Eligibility ABP
For two consecutive years, Rutgers is ranked on Forbes’ list of America’s Best Large Employers. Rutgers holds #64 of 500 employers and is the #1 New Jersey employer on the publication’s 2023 list. Rutgers’ commitment to its employees includes maintaining and fostering a safe, diverse, and respectful workplace environment, creating employment opportunities for our nation’s military veterans, and ensuring accessibility and accommodation for individuals with disabilities.
University Human Resources (UHR) supports the Rutgers mission as an institution of prominence, preeminent in research, teaching, service, and clinical care. We strive to provide the highest level of customer service in delivering a comprehensive network of programs, services, and expertise to attract, retain, and develop diverse and highly skilled top talent. Posting Summary Rutgers, The State University of New Jersey, is seeking a Senior Customer Service Representative for The OneSource Faculty and Staff Service Center(OneSource). The Senior Customer Service Representative is a key position within the Operations team of OneSource, a customer focused service organization that provides HR and Payroll services to employees across the university. This position serves as the first point of contact for customers contacting OneSource and is responsible for working with OneSource’s staff and knowledge management system to resolve a broad scope of inquires related to HR and Payroll services. The Senior Customer Service Representative serves as a supervisor for the OneSource’s customer service representatives and plays a critical role in ensuring high levels of customer satisfaction and operational efficiency across OneSource operations.
Among the key duties of this position are the following: Assists Associate Director of Service Center Operations with development of overall ESC operations strategic plan and growth strategy, and support translation of strategy into tangible objectives, targets and actions. Ensures all relevant procedural/legislative requirements are fulfilled while delivering a quality and cost-effective service to customers. Identifies and communicates leading practices and innovative approaches and tools for service delivery into ESC operations. Conducts intake for all HR/Payroll related inquiries and escalate to appropriate parties, as necessary. Ensures timely resolution of cases and follow through cases to completion to provide best customer experience. Tracks and monitors cases to identify root cause of issues. Documents inquiry resolution and escalation in case management system. Completes routine HR and payroll transactions. Serves as an escalation point for customer service representatives working to resolve self -service portal navigation and HR/Payroll issues; leverage basic knowledge of HR/Payroll functions to resolve customer issues. Assists Associate Director of Service Center Operations with monitoring and evaluating HR transaction work flow and volume. Establishes, monitors and validates all data entry related to the database to ensure correctness. Identifies trends and knowledge base needs and provide insight to management. Supports recruiting, training, and employee development activities to support ESC operations. Supervisory responsibilities for ESC customer service representatives. Monitors performance of customer service representatives against pre-determined measures and standards. Provides effective and timely feedback to enhance employee performance. Create, foster and maintain a collaborative, innovative and customer-focused team culture. Support employee engagement and development initiatives for ESC employees to enhance job satisfaction and morale. Position Status Full Time Hours Per Week Daily Work Shift Work Arrangement FLSA Nonexempt Grade 04 Position Salary Annual Minimum Salary 60028.00 Annual Mid Range Salary 75982.00 Annual Maximum Salary 91936.00 Standard Hours 37.50 Union Description Administrators Confidential Payroll Designation PeopleSoft Benefits Rutgers offers a comprehensive benefit program to eligible employees. For details, please go to http://uhr.rutgers.edu/benefits/benefits-overview.
Seniority Unit Terms of Appointment Staff - 12 month Position Pension Eligibility ABP
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