Penn State Job Catalog

Additional levels that exist for this job profile can be seen below.
Missing levels within the leveling matrix can be added based on business need.

The defined natural career progression within or between job profiles.

HR Compliance

HR Data and Onboarding

HR Services 

The Human Resources (HR) Shared Services Manager oversees the operations of one or more teams within HR Shared Services, ensuring high-quality, customer-focused HR support for the University community, including employees, applicants, retirees, graduate assistants, volunteers, and postdoctoral fellows; ensures efficient and compliant service delivery across HR inquiry resolution, employee lifecycle transactions, employment requirements, HR records management, and HR compliance activities; drives operational excellence, enhances the employee experience, fosters cross-functional collaboration, and leads continuous process improvement initiatives aligned with organizational goals.

• Oversee delivery of HR Shared Services operations, ensuring timely, efficient, and customer-focused support
• Lead, coach, train, and develop HR Shared Services staff; facilitate team communication, alignment, and knowledge sharing
• Establish, monitor, and ensure compliance with service level agreements (SLAs), key performance indicators (KPIs), and performance metrics
• Serve as an escalation point for complex or sensitive operational issues
• Promote continuous improvement in employee experience, responsiveness, communication, and service quality
• Provide guidance to managers and HR partners on HR processes, policies, and procedures
• Oversee and optimize HR case management systems and related workflows; serve as a functional subject matter expert and lead testing and validation of system enhancements
• Lead development and maintenance of knowledge base articles, self-service resources, and communication strategies
• Analyze operational data and trends to identify improvement opportunities and support strategic decision-making
• Lead or participate in HR projects, including system implementations, process redesigns, and organizational initiatives
• Support strategic planning and organizational development efforts
• Ensure compliance with employment laws, University policies, data privacy requirements, and records retention standards
• Lead HR audits, regulatory reviews, internal controls, and risk mitigation activities
• Oversee employee lifecycle transactions and other employment requirements, including Form I-9, background checks, motor vehicle checks, and fingerprinting operations; ensuring speed, quality control, and operational discipline
• Manage Tier 1 and/or Tier 2 HR inquiry support within the scope of HR Shared Services
• Direct HR records management, personnel file administration, retention, confidentiality, and responses to records requests, subpoenas, audits, and employment verifications
• Ensure HRIS data integrity through oversight of data cleanup initiatives and business process optimization
• Oversee the design, documentation, implementation, and continuous improvement of HR Shared Services business processes and supporting technologies
• Draft, maintain, and advise on university-wide HR policies and procedures
• Build and maintain collaborative relationships with HR partners, Payroll, HR Technology, Legal, Ethics and Compliance, and other stakeholders
• Collaborate across departments to ensure seamless HR operations and service delivery
• May oversee vendor relationships, contracts, budgets, and external partnerships supporting HR Shared Services operations
• May serve on HR leadership teams, represent HR on cross-functional initiatives, and contribute to development and execution of HR strategic plans

Level:

– Senior Manager

Base Description:

– Manages direct reports where primary duty is the management of a working unit.

Level Summary:

– Demonstrates advanced skills in critical functions related to unit's success. Demonstrates advanced knowledge of emerging technologies and processes. Monitors completed work of others to ensure effectiveness and adherence to requirements. Sets clear expectations and holds team accountable. Establishes a shared team/unit vision. Demonstrates ability to evaluate and enhance team/unit practices that promote a strong commitment to inclusionary practices. Coaches others using appropriate strategies. Demonstrates diplomacy. Demonstrates ability to serve as liaison between senior-level management and staff. Resolves complex, controversial, or unprecedented issues and problems.

Supervisory Responsibilities:

– Oversees large team or teams of individual contributors and/or supervisors/managers
– Leads a department or functional area

Fiscal Responsibilities:

– Monitors and tracks large budgets
– Plans, forecasts, and/or develops budgets
– May approve budgets for specific area
– Typically has final signature authority for specific area

Problem Solving:

– Encounters highly varied and complex problems that impacts the team and possibly the unit
– Develops creative and/or novel approaches to resolve problems that are difficult in nature
– Independently resolves complex and/or unprecedented issues and problems

Independence of Action:

– Work results are not clearly defined
– Generally sets own goals and determines how to accomplish results with few or no guidelines to follow
– Monitors completed work of others to ensure soundness of approach, effectiveness of meeting requirements, the feasibility of recommendations and adherences to requirements
– Delegates more advanced tasks to others

Communication and Collaboration:

– Communicates with both internal and external audiences
– Collaborates closely with team members and various areas across the University
– Fosters collaboration between units and engages others' coordinated efforts to reach desired outcomes with broad scope

• Comp Grade – 12
• Minimum – $81,312.00
• MidPoint – $101,664.00
• Maximum – $122,016.00

• Business process management
• Case management
• Cultural competency
• Customer Service
• Data Analysis
• Organizational skills
• Policy implementation
• Strategic thinking
• Technology acumen