Human Resources Operations Support Team Manager

2 weeks ago

Washington DC USA, United States Georgetown University Full time

Job Summary

The Manager, Human Resources Operations Support Team, plays a critical role in ensuring the timely and accurate processing of human resources tasks at Georgetown University. This position oversees the Human Resources Operations Support Team (HOST) and serves as an ambassador of HR's mission to care for its community.

Key Responsibilities

  • Oversee employment-related and benefit services and processes, including Employment Verifications, Unemployment Claims, I-9 processing, and background check initiation/follow-up.
  • Ensure in-person coverage is provided for the Georgetown University locations.
  • Supervise the HR Service Analysts, managing workflow, training, and staffing to ensure service objectives and standards are met.
  • Handle escalated inquiries and provide advanced benefits-related assistance, including retirement planning and employment termination logistics.
  • Conduct Benefits Orientations, Open Enrollment-related education sessions, and other training throughout the year, maintaining a thorough knowledge of all University-sponsored benefits plans and productive relationships with internal and external partners.
  • Support the continuing development and deployment of the Georgetown Management System (GMS) as it relates to benefits, payroll, and employee self-service functions.
  • Work closely with UIS and other University partners to leverage new and existing technologies in support of employee education, enrollment, and satisfaction.
  • Ensure the Analysts are familiar with GMS and ongoing orientation of new employees in evolving GMS functionality.
  • Interact with a diverse population on all campuses and at all levels of the University, handling customer inquiries professionally and with empathy.

Work Interactions

This position interacts with faculty, staff, retirees, prospective employees, and visitors across all Georgetown University campuses. The Analysts provide benefits and onboarding experiences for new employees, including senior-level administration, high-profile faculty, and athletic coaches. This role requires sensitivity to the diverse needs and backgrounds of the GU community and involves interactions in-person, on phone, Zoom, email, and during orientations and larger events.

Requirements and Qualifications

  • Bachelor's Degree
  • 5 years of experience handling telephones and customers in a very busy, complex office setting, or an equivalent combination of training and experience
  • 2+ years of prior closely-related administrative experience, preferably in processing a high volume of documents with great attention to detail
  • Strong communication skills and ability to provide exceptional service to a diverse group of individuals
  • Ability to learn, interpret, and communicate a wide range of Human Resources programs, policies, and services
  • Team player with excellent written and verbal communication skills
  • Self-starter with good decision-making skills and the ability to multitask and prioritize
  • Proficiency in Google Suite, MS Office applications (particularly Excel), Adobe Acrobat, and Zoom
  • Knowledge of HRIS processing and data entry

Preferred Requirements and Qualifications

  • HR/Benefits background
  • Bilingual (Spanish and English)
  • Experience with Workday HCM functionality
  • Familiarity with HIPAA, ERISA, ACA, and other employee benefit regulations
  • Familiarity with University systems, including Workday (Georgetown Management System) and Cognos reports
  • Some experience working in Human Resources and knowledge of labor laws

Work Mode Designation

This position has been designated as Hybrid 4 Days, requiring regular on-campus presence four days a week for in-person customer service, all-staff meetings, and other departmental events. Additional in-person days may be required during peak hiring and open enrollment periods.

Pay Range:

The projected salary or hourly pay range for this position which represents the full range of anticipated compensation is: $44, $73,406.80

Compensation is determined by a number of factors including, but not limited to, the candidate's individual qualifications, experience, education, skills, and certifications, as well as the University's business needs and external factors.

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