Penn State Job Catalog

The defined natural career progression within or between job profiles.

HR Shared Services 

The Human Resources (HR) Shared Services Representative is responsible for providing support to the University community (applicants, employees, retirees, etc.) by addressing questions on a wide variety of HR issues not resolved via employee self-service. This position answers and resolves questions and inquiries as appropriate and triages more complex issues to HR Specialists as appropriate.

• Act as the first point of contact for all University employees, former employees, retirees and Graduate Assistants for incoming calls with HR or Payroll related questions including benefits, retirement, compensation, talent management, recruiting, human resource information systems, manager forms, payroll/pay slips, etc.
• Efficiently and accurately resolve the majority of calls on the first interaction
• Collaborate with partner teams across HR, Payroll, WMO, and IT to diagnose solutions to complex and unusual issues
• Utilize case management system to track calls and communicate responses to HR partners and the individual calling
• Receive and process general inquiries submitted via the employee self-service portal or email
• Participate in on-going learning in order to understand and leverage the full array of HR policies, programs, procedures, tools, and templates
• Receive, document, and consistently and accurately answer routine inquiries outside of the scope of the team; build individual and team knowledge through a variety of activities
• Provide hands-on training to new members of the team; participate in new hire training through role-modeling of handling calls, demonstrating best practices, providing coaching and feedback, and continually sharing where to find resources
• Identify and draft new knowledge base articles and other training resources for the HR Services Team, HR, and the University community
• Review and edit existing knowledge base articles that are out of date, as appropriate
• Collaborate with partner teams to identify FAQs or other resources for the University community

Level:

– Supervisor

Base Description:

– Supervises direct reports, but primarily completes activities, tasks, and/or projects of a functional nature.

Level Summary:

– Demonstrates appropriate knowledge to perform own work; spends majority of time on tasks related to own job responsibilities. Demonstrates baseline planning, organizing, directing, and facilitating skills. Reviews completed work of others to verify accuracy and quality. Follows recommended approaches to assigned work. Supervises assigned staff and coordinates routine work activities. Monitors employee interactions and facilitates a productive working environment. Communicates instructions and policies in a consistent, effective and timely manner. Identifies and addresses concerns appropriately. Makes recommendations for possible solutions.

Supervisory Responsibilities:

– Typically oversees at least 2 full–time direct reports or equivalent team of part–time and/or student workers (for Support track, performs work at Senior Support level or higher; for Professional track, performs work at the Advanced Professional level or higher)

Fiscal Responsibilities:

– May validate and pay invoices
– May monitor/track budgets for specific area and/or grant(s)

Problem Solving:

– Encounters generally routine problems with progressively more complex and/or varied problems
– Typically follows standard operating procedures to resolve problems
– May apply specialized knowledge and skills to resolve complex and/or varied problems
– Applies proven and tries new approaches when solving problems

Independence of Action:

– Works with minimal supervision on difficult work assignments, conferring with manager on unusual matters
– Follows precedents and procedures
– Organizes work of direct reports and may set priorities within general guidelines established by manager
– Reviews the work of others to verify accuracy, quality, and conformance to required procedures and special instructions

Communication and Collaboration:

– Communicates internally within working unit and the University
– Communicates with external audiences for scheduling/coordination
– May communicate with external audiences for business purposes
– Collaborates closely with team members; may interact with other staff outside of area
– Utilizes a communication style that is appropriate for a given situation
– Interprets and communicates information, ideas and instructions clearly and accurately both verbally and in written materials

• Comp Grade – 7
• Minimum – $46,400.00
• MidPoint – $56,800.00
• Maximum – $67,300.00