Penn State Job Catalog

The defined natural career progression within or between job profiles.

HR Shared Services 

The Human Resources (HR) Shared Services Representative 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.

• Serve as the first point of contact for all University employees, former employees, prospective employees, retirees, graduate assistants, and postdoctoral fellows for incoming inquires and questions, including benefits, retirement, compensation, talent management, recruiting, human resource information systems (HRIS), manager forms, and payroll
• Efficiently and accurately resolve the majority of inquiries on the first interaction; escalate complex issues to the appropriate professional services team
• Utilize the case management system to track inquiries and communicate responses to HR partners
• Facilitate the accurate and timely processing of business transactions in the HRIS related to the employee lifecycle, such as job changes, transfers, career progressions, reappointments, terminations, and salary adjustments
• Generate and analyze reports to track transaction data; identify opportunities to streamline processes; maintain specialized knowledge of processing requirements for specific employee types; conduct audits to identify and resolve errors
• Respond to inquiries from managers and HR partners regarding processes and procedures to ensure smooth and efficient transaction completion

• Conduct onboarding sessions for new employees; collect, process, and facilitate the completion of employment documentation; correctly assign and report on compliance checks and requirements; administer the employment verification system

• Identify improvements to the onboarding process to enhance customer experience

• Maintain accurate and up-to-date HR records; ensure all employee records are maintained in compliance with University policies and legal regulations

• Work closely with HR partners, professional services teams, IT, etc., to ensure smooth HR operations

• Participate in on-going learning in order to understand and leverage the full array of HR policies, programs, procedures, tools, and templates
• 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, review, edit, and draft knowledge base articles and other training resources for the HR Services Team, HR partners, and the University community

• Gather feedback from employees to improve service quality and HR operational efficiencies

• May supervise staff members, including hiring, development, and performance management

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

• Case management
• Critical Thinking
• Cultural competency
• Customer Service
• Data entry
• Policy implementation
• Problem Solving
• Technology acumen