Supervisor, Shared Services

$75,560 - $94,449/Yr

Austin Community College District - Highland, IL

Full-time - Mid Level

Highland, IL

10,001+ employees

Educational Services

About the position

The Supervisor, Shared Services at Austin Community College leads a team responsible for providing efficient HR support services, including recruit-to-hire operations and general HR inquiries. This role focuses on operational excellence, compliance with policies, and delivering high-quality customer service. The Supervisor manages the customer service ticketing system, ensuring timely resolution of HR requests and fostering a culture of collaboration and continuous improvement.

Responsibilities

• Supervise Shared Services staff and provide training, guidance, and performance evaluations.
• Monitor and balance team workloads to meet operational priorities effectively.
• Foster cross-training within the team to enhance flexibility and operational coverage.
• Act as the first point of escalation for operational issues and employee concerns.
• Serve as a member of the Extended Leadership Team to align Shared Services initiatives with broader HR goals.
• Oversee the recruit-to-hire process, ensuring accuracy and timeliness.
• Manage the intake and routing of HR requests through the customer service ticketing system.
• Maintain and enforce consistent documentation of processes and policies.
• Use HR systems to maintain accurate records and generate reports.
• Monitor and manage the customer service ticketing system to track HR inquiries and requests.
• Ensure tickets are assigned, resolved, and closed in a timely manner.
• Analyze ticket data to identify trends and areas for process improvement.
• Provide regular updates on ticketing system performance to the HR Shared Services Manager.
• Ensure HR processes comply with College policies and applicable regulations.
• Conduct routine audits of team activities for accuracy and consistency.
• Monitor HR data entry and maintenance across all systems.
• Develop and manage tracking systems for data integrity.
• Identify opportunities to improve processes and recommend updates.
• Maintain confidentiality and professionalism in all employee interactions.
• Work collaboratively with other HR functions to provide integrated HR support.
• Partner with other HR teams to resolve escalated issues.
• Support training efforts by delivering information on HR processes to employees.
• Monitor and analyze team performance metrics for improvement opportunities.
• Prepare performance summaries and operational reports for decision-making.

Requirements

• Three years of experience in HR operations or a related field.
• One year of experience in a supervisory or team leadership role.
• Bachelor's degree in Human Resources, Business Administration, or a related field.

Nice-to-haves

• Experience managing customer service centers and ticketing systems.
• Experience in higher education HR or public sector HR operations.
• Familiarity with shared services models in HR.
• Professional certification in HR (e.g., SHRM-CP, SHRM-SCP).

Benefits

• Competitive salary range of $75,560 - $94,449.
• Opportunities for professional development and training.