Stanford University is one of the world’s premier academic and research institutions, devoting tremendous intellectual and physical resources toward the betterment of humanity. As a major Silicon Valley employer, Stanford seeks people committed to excellence and to improving our world. In turn, the university is committed to supporting its employees as they develop their careers and enrich their lives.
Stanford University Human Resources (UHR) is seeking a Senior Director, HR Service Center to build and lead the HR Service Center team by establishing a departmental vision, strategy, and goals. This role owns the development and management of the university-facing HR Service Center organization, consisting of tiered levels of HR inquiry and transaction resolution for faculty, academic, non-academic staff, and represented staff. The Senior Director will build, evolve, and drive a modernized approach to serving university employees as valued customers. They will advance HR resources and continually improve processes and service delivery in the areas of HR inquiries, benefits and leaves, I-9 processing, HR operations, data transactions, and other related HR areas.
This role also oversees HR content required to support knowledge management and maximize the capabilities of Oracle HCM Cloud and ServiceNow. The Senior Director is responsible for driving the optimization of technology and metrics to continually improve HR service delivery and strategic alignment. The Senior Director positively impacts university culture by collaborating with UHRs Center of Expertise (COEs) and School/Unit leadership to use insights and data to deliver HR services comprehensively and consistently across the university. This role will execute Stanford’s vision of enhancing the employee and customer experience.
This position reports to the Associate Vice President for Total Rewards and Operations, who leads a wide range of critical functions and services that support effective HR management at Stanford University.
A hybrid work arrangement is applicable for this position (a combination of onsite and work-from-home). The number of days may occasionally fluctuate subject to business need, and will be onsite a minimum of 2 days/week.
CORE DUTIES*:
- Understand and apply a broad understanding of HR solutions and resources to oversee the development and execution of a modernized HR Service Center department. Command a strong understanding of the strategic relationship between HR Service Center and core business functions. Combine HR knowledge with an understanding of the university environment and stakeholders to develop a tailored HR Service Center.
- Understand unique needs and nuances of all employee populations to provide tailored support and resources via the HR Service Center department. Demonstrate the capacity to create credibility in a wide range of interactions, develop healthy relationships that promote individual and organizational success, and build an effective internal and external network.
- Define the various customer groups and customize solutions to meet their complex needs. Emphasize the importance of service excellence by interweaving it into case management duties, measurements, and special training of the team. Interact regularly with stakeholders to collect feedback and ascertain ways to continually improve solutions. Create systems and business processes with stakeholders and customers in mind. Meet targets in concert with deadlines and service level agreements.
- Consider various platforms and opportunities to communicate information to staff and customers. Utilize well-developed communication skills that effectively deliver critical information, gather information, and communicate with others of different perspectives.
- Optimize technology and metrics in the HR Service Center department to continually improve HR service delivery. Direct and contribute to initiatives and processes within HR as inputs or considerations for improvements to the HR Service Center delivery model. Continue upgrading knowledge, skills, and abilities needed to keep abreast of regulation/policy changes.
- Employ high ethical management standards creating an equitable workplace. Thoughtfully review reports and data to inform decisions and recommendations. Continue to develop objectivity and critical-thinking skills to make sound judgments based on keen analysis, best practices, and an understanding of preferred outcomes. When necessary, escalate talent acquisition issues in a timely manner.
- Integrate core values, integrity, and accountability throughout all organizational and HR practices. Develop trusting, credible relationships from demonstrated ethical judgment, behavior, and practiced confidentiality. Contribute to an inclusive environment by building and maintaining collaborative relationships with team members, peers, and leaders across Stanford.
- Disseminate university and HR strategy to the HR Service Center team and discuss key elements and individual contributions. Help establish the programming and short-term goals to achieve long-term objectives. Analyze current and anticipated conditions and limitations that may affect ability to achieve strategic mission. Demonstrate, through words, actions, and ideas, alignment to HR and university strategy.
MINIMUM REQUIREMENTS:
Education & Experience:
- Bachelor’s degree and twelve years of relevant experience or combination of education and relevant experience, including at least eight years in a management role. Background in Human Resources, Customer Service and HR Service Center Operations, Business Administration, Communications, Finance, Accounting, or a related field.
Knowledge, Skills and Abilities:
- Demonstrated knowledge of best practices in the areas of HR customer service delivery, HR data management, leaves of absence, benefits, HR compliance, and related HR functions.
- Knowledge of the unique issues and needs applicable to both faculty, academic and non-academic populations.
- Experience overseeing an HR service center and call center at a complex organization.
- Demonstrated strength cultivating customer service excellence.
- Ability to make resource and development decisions based on data and metrics.
- Advanced knowledge of state and federal laws and regulations that influence HR policy.
- Proven success leading a team with demonstrated leadership values and coaching skills.
- Demonstrated excellent relationship building skills.
- Excellent written and verbal communication skills and collaboration capabilities.
- Proven planning and organizational skills, effective time management abilities and a growth mindset.
