HR Shared Services Senior Manager

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career. Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families. The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is: Grade: Management\_Executive 609 Pay Range: $116,600.00 - $209,900.00 **Job Description** The HR Shared Services Center Senior Manager (People & Talent People Center) is a dynamic and challenging role that meaningfully impacts Western Governors University’s (WGU) employee experience and People & Talent operations. This position serves as a champion of the employee experience within People & Talent (P&T) and leads a team of P&T People Center representatives. These representatives are at the heart of providing answers and guidance to employees, encouraging self-service where appropriate, and supporting a wide range of behind-the-scenes functions vital to the delivery of P&T services, programs, and policies. The team works alongside and continuously collaborates with subject matter experts (SMEs) throughout P&T. In addition to supervising this team, the People Center Senior Manager is a key contributor to ongoing benchmarking and strategy development in support of WGU’s employee experience, including participation in cross-functional initiatives and coordination with external advisers. Accordingly, this position requires prior experience in human resources including operations, analytics, or strategic planning within a large organization. This role operates in a high-pace, high-growth environment and demands positive passion and enthusiasm. **Essential Functions and Responsibilities:** - Champions the employee experience, ensuring employees can easily find information and perform actions related to work and life events. - Leads a team of P&T People Center representatives to ensure effective execution of designated P&T operations and related employee interactions. - Hires, trains, provides work direction, performance evaluation, recognition, and development of team. - Ensures P&T People Center is staffed appropriately based upon hours of operation, expected call volume, and expected transaction volume. - Creates a collaborative environment for the team through coaching, recognition and team building activities. - Plans, organizes, and prioritizes simultaneous operational and strategic activities within the P&T People Center’s scope. - Writes, reads, and interprets technical HR materials, contracts, plans, policies, and related documents. - Trains representatives on, and maintains data integrity of case management tool, while recommending and implementing enhancements to support customer service level agreements. - Acts as problem-solving resource for escalated inquiries. Monitors types of inquiries or issues to determine and recommend improvements in processes, communication, and systems. - Collaborates with appropriate technologists to monitor/maintain People Center communication channels (…