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Washington University in St. Louis · 6 hours ago

Senior Manager HR Solutions Team (Hybrid) - Human Resources

St Louis, MO

Full-time

Hybrid

Mid, Senior Level

$96K/yr - $169K/yr

3+ years exp

Washington University in St. Louis is seeking a Senior Manager for their HR Solutions Center Response Team. The role involves leading a team that responds to HR inquiries, ensuring high-quality service delivery, and managing HR operations to meet evolving institutional needs.

E-LearningEBooksEducationHigher Education

Responsibilities

Adapt HR Solutions Response team structure to meet evolving HR and institutional needs

Lead Tier 1 response team members handling HR inquiries, data management triage, and case management through coaching, team building, and employee development. Oversee scheduling, staffing, and workload balancing to ensure adequate coverage across service channels

Supervise, oversee, manage, audit, and troubleshoot workflows and monitor daily transactions. Handle escalated common inquiries from team, uncommon/specialized employee inquiries regarding core HR issues and employee data questions and concerns when needed prior to further escalation

Manage employment verification vendor (Equifax Work Number) - team training and issue and access management. Ensure accuracy, confidentiality, and compliance with internal and external requirements

Monitor and analyze service quality metrics – including response times, first-contact resolution, and customer satisfaction, to ensure service level agreements are consistently met

Oversee governance and maintenance of the HR knowledge base, FAQs, and response templates

Provide service performance reporting and actionable insights to HR leadership, supporting data-driven decision–making across all areas of HR

Partner with HR Centers of Expertise, HR Business Partners, and Systems Solutions to:

Resolve escalated and specialized employee inquiries

Identify root causes of recurring issues

Analyze inquiry trends and recommend process, communication, or policy improvements

Support continuous improvement and technology enhancements to streamline case handling and inquiry management

Develop and maintain procedures, performance standards, SLAs, and quality metrics to ensure consistent service delivery across HR

Perform other duties as assigned

Qualification

HR Strategic ManagementHuman Resources ComplianceData GovernanceAnalytical Problem SolvingCustomer-Focused LeadershipLeadership EssentialsEmployment Law TrainingHuman Resources PoliciesInfluencing Without AuthorityLeadership TrainingDevelopmentPolicy AdministrationProcess DevelopmentResults-Oriented LeadershipCollaborationConfidentialityDetail-Oriented

Required

High school diploma or equivalent high school certification or combination of education and/or experience

Human Resources, Payroll, Or Management (3 Years)

Washu Financial/Administrative/Student Information Systems (E.G., Workday, Sis, Cognos, Tableau) (2 Years)

Preferred

Bachelor's degree or combination of education and/or experience may substitute for minimum education

Analytical Problem Solving

Business Mathematics

Collaboration

Confidentiality

Customer-Focused Leadership

Data Governance

Detail-Oriented

Employment Law Training

HR Strategic Management

Human Resources Compliance

Human Resources Policies

Influencing Without Authority

Leadership Essentials

Leadership Training and Development

Policy Administration

Process Development (PD)

Results-Oriented Leadership

Benefits

Up to 22 days of vacation, 10 recognized holidays, and sick time.

Competitive health insurance packages with priority appointments and lower copays/coinsurance.

Take advantage of our free Metro transit U-Pass for eligible employees.

WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

We offer 4 weeks of caregiver leave to bond with your new child.

Family care resources are also available for your continued childcare needs.

Need adult care? We’ve got you covered.

WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.