Assistant Manager, Employee Service Center

Business Title

Assistant Manager, Employee Service Center

Applications Accepted From

Intradepartment, University Wide, Public: Open to the Public, Planning Unit Wide

Special Instructions to Applicants

To apply, please complete and submit the online application and be prepared to attach 3 separate documents: Current resume, Cover Letter, and a list of 3 professional references with current contact information including email addresses. Review of applications will begin immediately and continue until the position is filled. For full consideration, please apply by 11:59 p.m. EST on close date.

This position is eligible for the following benefits

medical, vision, dental, basic and supplemental life, winter break closure, paid holidays, educational benefits for you and eligible dependents, sick leave, vacation, and retirement.

Department Summary

Joining the Ohio University Human Resources department means becoming part of a dedicated team at one of Ohio's leading educational institutions. Our professionals are committed to delivering comprehensive HR services and solutions that promote a culture of excellence. We strive to engage and support our students, faculty, and staff, aligning with the core values and mission of Ohio University. Being a part of our journey to create a workplace that nurtures growth, inspires collaboration, and drives success.

Our Human Resources team is built on the principles of mutual support and continuous learning. We believe in fostering an environment where collaboration and professional development are paramount. By supporting each other, we aim to best serve the University community, ensuring that every member of our team can thrive and contribute to the collective success of Ohio University. Join us in making a difference and being part of a community that values each individual's growth and achievements.

Duties include:

1. Service, Process, and Procedure Ownership: Leads administration of the University's onboarding and employment action/maintenance processes (promotions, transfers, demotions, benefit selection processing, recalls, student retirement elections and exemptions, etc.). Designs, refines, and improves processes and procedures ensuring compliance, efficiency, and customer satisfaction. Tracks metrics associated with transactions completed by team and utilizes data from TDX ticketing system. Maintains high level of current and relevant knowledge of technology, trends, and regulatory changes. Use feedback and knowledge to implement and improve services and efficiency.
2. People Management: Analyzes and evaluates staffing levels and makes recommendations on structure of the service center to ensure alignment with operational needs and service level agreements. Make recommendations for hires; oversees training and development, and day-to-day supervision of HR Service Center Specialists, HR Service Center Senior Specialist and student employees. Evaluates, assigns, and monitors daily workflow and ensures that transactions are processed consistently with standards and customer expectations on turn-around times and agreed upon services and service levels.
3. Compliance: Ensures HR Employee Service Center operations and activities remain compliant with all federal, state, and local regulations, employment documentation requirements, tax- related processes, and applicable university policies and procedures across a broad range of employee populations and scenarios. Oversees systems and workflows related to required employment records, identity and work authorization verification, specialized tax and onboarding processes, and associated compliance functions; maintains a high level of professional knowledge, evaluates processes, and monitors operational data and reports, including TDX and daily and weekly edit reports.
4. Vendor and Customer Relationship Management: Manages relationships with internal (including but not limited to OIT- telephone operations, TDX, electronic new-hire paperwork solutions; Transportation and Parking; Graduate College) and external (including but not limited to Equifax and Truescreen) service providers.

• Call Support and Service Coverage: Provides support within the University's call center operation as needed to help maintain service levels during periods of high demand. Participates in call triage and phone coverage when operational needs require additional support, including peak activity periods such as Open Enrollment, the start of the fall semester, and other times when incoming volume exceeds available staffing capacity. Help ensure timely, accurate, and responsive assistance for employees and other customers seeking Human Resources support.
• Training and Leave Administration Support: Serves as a knowledgeable resource in the training and support of employees within Human Resources, as well as employees across the University, on leave-related benefits and processes. Maintains strong working knowledge of leave administration practices, including Family and Medical Leave Act (FMLA), sick leave, vacation leave, personal leave, and related programs. Supports consistent understanding and application of leave processes by helping others navigate procedures, systems, and available resources effectively.

Position Profile

Maintains employee records, including personnel status updates, terminations, and new hires. Assists in the collection of employee information for reports and research. Enters employee data into HRIS.

Minimum Qualifications

Requires a Bachelor's degree in Business, Psychology, Communications, Sociology, Labor Relations, or in a related field, 3 or more years of related professional experience, and 1 or more years of supervisory experience, or equivalent education and experience.

Preferred Qualifications

I-9 experience
HRIS (Oracle or alternate payroll system)
Ability to operate and thrive in a fast-paced environment

Pay Rate

Pay range for this position $44,592.00-$74,196.00 and offer will be commensurate with the candidate's education and experience in relation to the minimum qualifications for the position. Ohio University is proud to offer a generous benefits package which includes full health benefits, paid time off, and educational benefits for employees and their eligible dependents. Additional information is available at https://www.ohio.edu/hr/benefits.

Total Compensation Estimator

Work Schedule

This position will be based primarily out of and work regularly on the Athens Campus.
Monday through Friday, 8AM-5PM; some evenings/weekends may be required to fulfill work requirements during busy times.