Lead HR Operations Specialist

The Lead HR Operations Specialist is responsible for coordinating workflow, setting priorities, and ensuring work is completed accurately and on time, while serving as a primary escalation point for complex issues. The role partners closely with HR colleagues, business offices, and vendors to resolve issues, provide guidance, and maintain consistent application of policies and processes. In addition, the position plays a key role in training staff, maintaining documentation, and identifying opportunities to improve service delivery and operational effectiveness.

Essential Duties

• Day-to-Day HR Operations Work: Performs complex HR system work including employee data changes (hires, transfers, job changes, terminations), pay and time updates, leave and accrual-related updates, and benefits-related processing. Ensures all work is completed accurately and in alignment with policies, procedures, and contractual requirements.
• Work Coordination & Prioritization: Coordinates daily workflow for the team, assigns and prioritizes work based on deadlines and volume, and monitors completion to ensure service expectations are met.
• Complex Issue Resolution:  Researches and resolves complex or sensitive issues related to employee records, pay, time, and benefits. Determines appropriate course of action and ensures resolution.
• HR Systems Expertise: Serves as a primary resource for HR systems and processes, applying strong working knowledge to ensure accurate data entry, corrections, and updates. Determines how and when work should be completed based on the situation.
• Policy & Process Application: Applies HR policies, procedures, and union agreements to day-to-day work. Ensures consistent and accurate application across different employee groups and scenarios.
• Stakeholder & Partner Support: Works closely with HR partners, Payroll, business offices, and vendors to research issues, coordinate updates, and ensure accurate outcomes.
• Training & Team Support: Trains and supports team members on processes, systems, and expectations. Provides day-to-day guidance and helps ensure staff are equipped to complete their work.
• Documentation & Knowledge Maintenance: Maintains and updates process documentation and internal resources to support consistent execution of work.
• Quality Review & Data Accuracy: Reviews work to ensure accuracy and completeness. Identifies errors, trends, or gaps and takes corrective action as needed.
• Team Coverage & Support: Assists with workload during high-volume periods and ensures appropriate coverage across functions.
• Escalation & Manager Partnership: Identifies issues that require additional review or decision-making and escalates appropriately to the manager. Provides context, analysis, and recommended approaches when raising concerns. Keeps the manager informed of emerging trends, risks, and operational challenges.
• Projects & Additional Responsibilities: Participates in system updates, testing, and operational projects. Performs other duties as assigned.

Required Skills and Abilities

1. Strong communication and interpersonal skills, with the ability to work effectively with staff, leadership, and partners across the University.
2. Excellent organizational skills and attention to detail, with the ability to manage multiple priorities in a high-volume environment. High level of accountability, reliability, and follow-through.
3. Demonstrated ability to coordinate and guide the work of others while maintaining individual responsibility for complex work. Ability to train and support others, reinforcing expectations and promoting consistency in work.
4. Strong analytical and problem-solving skills, with sound judgment and decision-making ability. Ability to identify operational issues and implement practical improvements.
5. Solid working knowledge of HR systems, processes, and policies.

Preferred Education and Experience

Experience with HR systems such as Workday and case management systems such as Salesforce. Experience supporting HR operations, payroll, benefits, or employee data management. Experience working with both union and non-union employee populations and applying contractual or policy-based requirements.

Principal Responsibilities

1. Leads a unit or function, including overseeing and coordinating projects or work processes, and distributes the work of a minimum of two full time employees.
2. Coordinates the work in a unit. Coordinates projects and work processes. Serves as a principle source of information to clients who have business with or interest in the units.
3. Serves as a principle source of information on specialized reproduction techniques and equipment problems.
4. Performs a range of reproduction functions; demonstrates reproduction processes to other staff and visitors. Collects, compiles and evaluates time and production data. Prepares reports.
5. Explains and describes use of specialized computerized digital conversion systems, scanners, imaging and camera equipment.
6. Operates computerized microfilm digital conversion systems, scanners, imaging, and camera equipment.
7. Maintains financial reports, reconciles accounts, and inputs/transfers data based on experience with current University Systems. Reviews accounting records for accuracy and reporting. Prepares reports. Determines methods and materials for production.
8. Reviews unit products for accuracy and completeness. Processes film according to archival standards. Converts materials to digital image. Sets up, tests, operates, disassembles, cleans, maintains, and repairs specialized equipment.
9. Provides client service and technical support related to the program or function. Ensures client and users are provided with appropriate and efficient assistance.
10. May perform other duties as assigned.

Required Education and Experience

Two years of related work experience in the same job family and a Bachelor's Degree in a related field; or an equivalent combination of education and experience.