Advertised Summary Job Description: Reporting to the Director, Human Resources and Finance Service Center, the Manager is a key member of the Finance and Human Resources team, and is responsible for managing the daily support of the teams' operational activities, service delivery activities, and escalations to ensure the accurate and timely resolution of incidents logged with the Service Centers.
The Manager is responsible for providing daily support to both the Finance and HR Analysts, in the areas of policies, procedures, compliance information, system functionality and basic concepts of finance and human resources operations to internal and external customers of the University. The Analysts field inquiries (calls, incidents and web inquiries) and requests for information and services pertaining to the human resources and financial systems and procedures used at Columbia University, comprising a variety of approximately 20,000 issues that come through the Service Centers annually from across the University's 500 departments and 25,000 employees. The Manager ensures that inquiries are directed appropriately, if needed and resolved in a timely manner, while ensuring service levels are maintained and that staffing and scheduling models are implemented for optimal results.
General Minimum Qualifications: Bachelor's degree with a minimum of four years of relevant experience preferably in a Finance or Human Resources environment required.
Additional Specific Minimum Qualifications: Minimum of three years' experience providing operational support to clients required. Demonstrated expertise in building teams and teamwork necessary. The successful candidate must have the ability to work across all levels of the organization, demonstrating a high level of professionalism, confidentiality and diplomacy at all times, be customer service driven and flexible in attitude. Demonstrated ability to work in a high pressured, fast-paced environment with ability to identify priorities within multiple assignments required. Must be able to communicate effectively with all levels of a large organization. In addition, must be detail-oriented, with excellent communication, listening, interpersonal and organizational skills. Proficiency in Microsoft Word, Excel, and internet navigation required. Must have a passion for excellent customer service and commitment to exceptional quality.
Preferred Qualifications: Advanced degree preferred. Knowledge of services, policies, procedures and call center systems and metrics preferred. Experience responding to high volume customer inquiries/requests and working with customer service software preferred, customer relationship management/call center experience strongly desired. Supervisory experience strongly preferred. Experience with PeopleSoft or other ERP system preferred.
As a member of the National Collegiate Athletic Association (NCAA) and the Council of Ivy Group Presidents (Ivy League), it is imperative that members of the Columbia University community, in all matters related to the intercollegiate athletics program, exhibit the highest professional standards and ethical behavior with regard to adherence to NCAA, Conference, University, and Department of Intercollegiate Athletics and Physical Education rules and regulations.
Columbia University is an Equal Opportunity/Affirmative Action employer.
Internal Number: 126_167885
About Columbia University
Columbia University is one of the world's most important centers of research and at the same time a distinctive and distinguished learning environment for undergraduates and graduate students in many scholarly and professional fields. The University recognizes the importance of its location in New York City and seeks to link its research and teaching to the vast resources of a great metropolis. It seeks to attract a diverse and international faculty and student body, to support research and teaching on global issues, and to create academic relationships with many countries and regions. It expects all areas of the university to advance knowledge and learning at the highest level and to convey the products of its efforts to the world.