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Penn State Job Catalog

HR Shared Services Manager – Senior Manager (PSU0196)

Additional Levels

Additional levels that exist for this job profile can be seen below.

Job Strings

The defined natural career progression within or between job profiles.

HR Shared Services 



Job Summary and Representative Duties

The Human Resources (HR) Shared Services Manager oversees the operations of the HR Shared Services Team, which provides first-line support to the University community (applicants, employees, retirees, etc.) in one of the following areas: addressing and responding to questions on a wide variety of HR issues, processing human resources and payroll transactions (lifecycle processes), administering the onboarding process, and/or auditing HR compliance; ensures a high level of customer service and service delivery; serves as a key resource in addressing issues, resolving customer concerns; identifies process improvements; builds partnerships with professional services teams and HR partners; establishes and communicates team goals; ensures high-quality services.
  • Oversee the delivery of HR Shared Services; ensure services are provided in a timely, efficient, and customer-centric manner
  • Lead and manage the HR Shared Services team, providing guidance, training, and support to ensure high performance and continuous professional development; foster a collaborative and positive work environment within the team
  • Conduct regular team meetings and communications to share information and ensure the team is aware of changes
  • Continuously assess and improve HR processes and workflows to ensure efficiency and alignment with organizational goals; implement process improvements to enhance service quality and streamline HR operations
  • Champion the employee experience by ensuring HR services meet the needs of employees and provide timely resolutions to inquiries or issues
  • Play an active role in the upkeep of the case management system and the development of self-service Knowledge Base Articles (KBA); review and provide feedback to HR partners and professional services teams related to unresolved inquiries
  • Serve as a functional subject matter expert related to case management; lead case management system testing of new functionalities prior to implementation
  • Develop and maintain key performance indicators (KPIs) to measure the success and efficiency of HR Shared Services operations; provide regular reports to senior leadership on service levels, process improvements, and team performance
  • Lead and participate in HR projects that impact Shared Services, such as system implementations, process redesigns, and other organizational initiatives; ensure timely and successful project delivery
  • Ensure compliance with employment laws, HR policies, and data protection regulations in the administration of HR services; oversee HR-related audits and ensure accuracy and confidentiality of employee information
  • Build effective working partnerships with HR partners, professional services teams, Payroll, IT, etc., to ensure smooth HR operations
  • Actively support strategic planning and organizational development efforts

Level Matrix

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
Salary Structure
  • Comp Grade – 12
  • Minimum – $76,700.00
  • MidPoint – $95,900.00
  • Maximum – $115,100.00
Critical Skills
  • Business process management
  • Case management
  • Cultural competency
  • Customer Service
  • Data Analysis
  • Organizational skills
  • Policy implementation
  • Strategic thinking
  • Technology acumen
FLSA Exemption Status
Exempt
Minimum Education
Bachelor's Degree
Minimum Experience
10+ years of relevant experience, includes 3+ years of supervisory experience
Equivalency
An equivalent combination of education and experience accepted