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JOB REQUIREMENTS: Job ID: 21499 ASSOCIATE DIRECTOR, HR SERVICE DELIVERY Official Title: Administrative Director POSITION SUMMARY The Associate Director will lead the Human Resource Service Delivery teams (HR, Payroll and Benefits) with a strong focus on exceptional customer experience and process efficiency. This role is responsible for assuring the alignment of customer support and service delivery with business strategy, always keeping the needs of our universities in focus. This position will work collaboratively with the UWSS Customer Success Team, all the UW Universities and the Workday Enterprise Support Team to support current operations as well as lead the effort to build and enhance new work streams geared toward operational efficiency and automation of administrative services. MAJOR RESPONSIBILITIES *Develop and lead a highly functioning team with a focus on operational discipline and enhancing customer experience *Lead daily operations of the HR Service Delivery teams ensuring the necessary resources and tools are available for efficient processing with quality customer service *Define and communicate service standards and oversee the attainment and maintenance of those expectations *Assure processes comply with applicable regulations and policies and provide adequate internal controls *Assure an efficient training program is in place, which includes written documentation of processes necessary to be successful on the job *Foster a culture of continuous improvement and monitor key process improvement metrics *Exercises supervisory authority, including hiring, transferring, suspending, promoting, managing conduct and performance, discharging, assigning, rewarding, disciplining, and/or approving hours worked of at least 2.0 full-time equivalent (FTE) employees WORK LOCATION The office location is in Madison, WI. An in-office requirement is expected three days per week with the option to work the remaining two days off-site/remote. Telecommuting agreements are subject to change at any time. APPLICATION INSTRUCTIONS To ensure full consideration, please submit application materials as soon as possible. Applicant screening will begin immediately and be ongoing through 11:59 pm, Sunday, January 12, 2025, However, applications may be accepted until the position has been filled. 1. Go to the UWSA Applicant Portal to submit your materials online and select the appropriate applicant portal, either External Applicants or Internal Applicants and click on the position title that you want to apply for. 2. To receive full consideration, interested applicants are required to apply online and provide: Resume (PDF Format) Cover letter addressing your experience and education as it applies to all minimum and preferred qualifications (PDF Format) Failing to submit the required application documents may disqualify your application. 3. Submit your application. Questions may be addressed to: Sarah Haen, HR Business Partner, at sarah.haen@uwss.wisconsin.edu o For additional details and to apply, visit the following website and search for Job ID 21499: www.careers.wisconsin.edu ***** OTHER EXPERIENCE AND QUALIFICATIONS: MINIMUM QUALIFICATIONS To be considered for this position, a candidate must have: *Bachelor\'s degree or equivalent experience *Demonstrated experience in developing and monitoring operational metrics and service standards *A minimum of 5 years experience in the following: *Developing and supporting customer service standards *Developing and supporting operational processes in a complex environment *Supervisory experience within an operational processing or customer support environment PREFERRED QUALIFICATIONS Well qualified applicants will also have a substantial amount of experience in a combination of the following: *Experience within a shared service or centralized processing unit *Experience in higher education or large complex organization *E perience with HR, payroll, and/or benefits business processes KNOWLEDGE, SKILLS AND ABILITIES *Ability to work collaboratively with others on common goals, projects, and tasks *Ability to use independent judgement and exercise discretion *Strong written and verbal communication skills *Excellent organizational skills *Skilled in the use of Microsoft Office products (Word, Excel, PowerPoint) ***** APPLICATION INSTRUCTIONS: Apply Online: www.careers.wisconsin.edu