UCLA Campus Human Resource UCPATH Operations Manager Req. 30425
As one of America's finest universities, UCLA has a tradition of advancing higher education and the common good through excellence in scholarship, research and public service. UCLA is California's largest university and a model for public institutions of higher education. Academic excellence, faculty distinction and a comprehensive curriculum are hallmarks of the UCLA experience. The university is an educational and architectural landmark in Los Angeles, attracting thousands of visitors and scholars each year.
Reporting to the Director of Compensation, Benefits, and Employment Services and in collaboration with the Associate Vice Chancellor--Campus Human Resources and the Director of Employee and Labor Relations, the CHR UCPATH Operations Manager is responsible for managing processes and inquiries in the areas of workforce administration, and pay and/or benefits that require coordination within Campus Human Resources and with the campus Central Resource Unit (CRU). The Operations Manager will collaborate with all CHR functional units including the Service Centers to design workflows and processes that ensure that correct and timely information is transmitted to and from CHR to UCLA Departments, the UCPath Center, and other central offices such as Academic Personnel, Graduate Division, and UCOP. The role of the UCPATH Operations Manager is to ensure that requests for information, inquiries, escalations, employee requests, and case management requiring research and policy guidance are addressed and routed to the appropriate CHR unit in a timely manner with tracking and follow-up mechanisms for all time-sensitive benefits, compensation or other general HR transactions. The Manager also ensures that leave administration and all inbound UCPATH related benefits and other general HR questions regarding benefits and compensation from UCLA departmental HR/Payroll requiring CHR action are routed to the appropriate CHR unit for response and tracking.
The Manager is accountable for developing efficient methods and process improvements for managing significant inbound calls, case management, and email traffic while ensuring that consultative services and approvals that are currently the responsibility of each CHR unit are not interrupted. Major initiatives additionally include: implementation of technology to support improved workflow, increased accountability, increased measurability, reduction of unnecessary manual and redundant processing and redesigning training strategies and processes to enhance the capability of UCLA departmental HR/Payroll representatives to effectively answer employees' benefits and compensation questions on first contact. The position requires a high level of political and business acumen and significant attention to detail to ensure that CHR's responsiveness to customers and the levels of customer satisfaction reflect effective triage, issue routing, follow-up, and training.
The CHR UCPATH Operations Manager will be the primary point of contact between CHR and the UCPath Center as well as the CRU. Additionally, on behalf of Campus Human Resources, the Manager will be the primary training and communications resource for all UCPath related activities.
The complete listing of qualifications is available on UCLA's official job posting.
Demonstrated knowledge of and experience managing in a centralized high volume call center environment in the HR area or equivalent experience.
Demonstrated experience with benefits, compensation, and employment policies, procedures and practices.
Demonstrated experience developing and using software systems and tools to improve workflows, business processes, and customer services.
Sophisticated influence, negotiation, and relationship management skills that have been demonstrated at multiple levels in an organization.
Strong analytical, problem solving, critical thinking and organizational skills.
Demonstrated expert level experience with Microsoft Office including Word, Excel and PowerPoint.
Excellent interpersonal communications and collaboration skills to work with a variety of clients, employees and colleagues.
Demonstrated skill in supervising diverse staff including organization of workflow, delegating responsibility, training, motivating, hiring, coaching, counseling, and evaluating.
Ability to meet deadlines, shift priorities and multi-task in a fast-paced environment.
Demonstrates excellent writing skills and verbal and oral presentation abilities.
Completion of Bachelor's degree and five years of related experience, or equivalent combination of education and experience.
Facilitation skills to develop and deliver high quality training workshops for a variety of audiences, including large and small groups and varying levels of managers.
Demonstrated ability to take initiative in managing client relationships, provide exceptional customer service, and develop effective working relationships with client departments.
Demonstrated ability to develop workable solutions to complex problems using a range of analytical skills, innovation, and evaluate the implications of options. Ability to take initiative to assess impact of procedure or program changes.
Benefits UCLA offers an excellent comprehensive benefits package, including an average of three weeks of vacation per year; an average of 12 days sick leave per year; 13 paid holidays per year; health, dental and vision care benefits; life insurance; disability insurance; the University of California Retirement Plan; various voluntary UC Savings Plans. There are also special programs and privileges available, such as accessibility to cultural and recreational programs, athletic events, the University Credit Union, and much more!
The University of California is an Equal Opportunity/Affirmative Action Employer advancing inclusive excellence. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories covered by the UC nondiscrimination policy.