Attachment 3_Draft Role Descriptions_vF.pdf

November 2019

Attachment 3: Key Personnel Descriptions

Role Descriptions

Table 1 below provides the role descriptions and requirements for the roles required to support PAR, Payroll, and Benefits services, including contact support services. These descriptions and requirements were updated to capture all key personnel role responsibilities and requirements.

Table 1: Role Descriptions

R o l e D e s c r i p t i o n

Program Manager Responsibilities:

Serves as the overall program manager responsible for organizing, directing, and managing all aspects of contract functions involving multiple complex and inter-related project tasks that often require managing teams of contractor personnel at multiple locations. Provides overall direction of program activities. Manages and maintains contractor interface with the senior levels of the customer’s organization. Consults with customer to formulate and review task plans and deliverables, ensuring conformance with program and project task schedules, costs, and contractual obligations.

Interacts with leadership of other ES private and public partners as part of an integrated ES service delivery team. Ultimately responsible for quality and timely delivery of contract tasks. Establishes and maintains technical and financial reports to show progress of projects to management and customers, organize and assign responsibilities to subordinates, oversee the successful completion of all assigned tasks.

Minimum Requirements:

15+ years of Program Management experience Bachelor’s Degree

Preferred Skills:

Shared services experience Federal HR experience

Responsibilities:

Provides overall management of the contractor's day to day operations including resources, staff, facilities, contact center, business processing, and technologies. Serves as the operational liaison between the contractor's operations team, ES and other appropriate stakeholders. Identifies, manages and escalates issues and risks impacting operational performance.

Drives continuous improvement and efficiency efforts across operations.

Manages operational performance against performance measures (e.g., KPIs, SLAs, etc.). Works closely with other ES private and public partners to deliver integrated service to ES so that ES can provide service to end customers.

Minimum Requirements:

15+ years Operations experience Bachelor’s degree

R o l e D e s c r i p t i o n Strong leadership and mentoring skills Experience providing supervisory functions Influential in promoting the customer perspective, and focused on improving the customer experience Problem solving skills, ability to analyze any service issue and resolve expediently Self-motivated, self-directed, persistent and detail oriented Able to empower employees through delegation of tasks/projects Able to develop staffing plans to achieve SLAs as efficiently as possible

Preferred Skills:

Federal HR experience Shared services experience

Transition Lead Responsibilities:

Partners with the Program Manager and Deputy Project Manager with the planning, approach and coordination of the service implementation through go-live. Possesses extensive knowledge of what is required to perform a HR PP&B services transition across operations and technology; preferably in both the commercial and federal environments. Works closely with other DOC private and public partners to deliver integrated service to customers.

Minimum Requirements:

8+ years Shared Services Design and/or Implementation Experience

Bachelor’s degree Ability to manage identify, escalate, and mitigate risks and issues to the program Ability to work across customer stakeholders in support of services transition Continuous consideration for our customer bureaus

Preferred Skills:

Federal HR experience

Quality Control Lead Responsibilities:

Quality Control (QC) lead supports the Service Delivery lead and is responsible for providing day-to-day setting standards and providing oversight for all accountability and quality control measures as they pertain to the processing of actions and high-quality customer service. Responsibilities include:

Develops and executes quality control standards processes across PP&B and Contract Center operations to safeguard premium servies provided to customers

Consistently evaluates operations to identify continuous improvement opportunities and updates quality control plans and

R o l e D e s c r i p t i o n standards as requires. Oversight includes the monitoring of day-to-day operations across teams to validate customer interactions are opreating at pre-defined standards

Effectively and frequently communicate expectations to quality control leads, PP&B staff, and Contact Center personnel pdates and maintains quality controls plans

Conduct root-cause analysis as required on frequent customer complaints or issues

Primary owner for any improvement plan development, execution, and oversight (as applicable)

Minimum Requirements:

8+ years Operations Experience Bachelor’s degree Experience providing supervisory functions Strong leadership and mentoring skills Experience with process improvement and operational analytics Influential in promoting the customer perspective, and focused on improving the customer experience Problem solving skills, ability to analyze any service issue and resolve expediently Self-motivated, self-directed, persistent and detail oriented Able to empower employees through delegation of tasks/projects Able to manage service delivery to achieve defined SLAs

Preferred Skills:

Federal HR Experience

End‐to‐End Federal HR

SME

Responsibilities:

Responsible for serving as an expert and advising multiple HR service delivery teams as to the best means for supporting customer needs.

Responsible for providing program guidance and functional direction over various personnel, payroll, and benefits functions. Provides leadership of processes for the continuous improvement of the customer experience with an emphasis on customer case, quality management, workforce planning, recruiting, coaching and training. Provide expert technical assistance on HR automated information systems. Responsible for analyzing and resolving complex problems encountered by teams within the program to determine a standard way ahead. Provide leadership and mentor teams of people providing Federal Human Resource support.

Other responsibilities include:

Provide leadership of processes for the continuous improvement of the customer experience with an emphasis on customer care, quality management, workforce planning, recruiting, coaching and training

Coordinate across multiple operations/teams to add and support reporting insight (including best practices for KPI/SLA/OLA) and other needs.

R o l e D e s c r i p t i o n Oversee the implementation of continuous improvement with the end goal of removing manual processing or increasing quality control allowing the entire operation team to focus on other activities that drive value to customer

Resolve complex problems encountered or referred from other employees or customers, analyzing the situation and providing an SOP for cases in the future.

Minimum Requirements:

12 – 15 years of Federal HR experience, including 5+ years of hands-on experience with Federal HR Systems such as o NFC or other Federal equivalent o HRConnect or other Federal equivalent

Must have a deep understanding of core HR processes, including PAR, Payroll, and Benefits processes within the Federal HR space

Must have a deep knowledge of and expertise in Federal HR policies and rules and regulations, such as OPM standards and GPPA, and the ability to interpret and apply policies appropriately

Bachelor’s Degree Establishes and maintains positive working relationships with others, both internally and externally, to achieve the goals of the organization Works cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness

Must anticipate, understand, and respond to the needs of internal and external clients to meet or exceed their expectations within the organizational parameters

Preferred Skills:

Shared Services experience

Benefits Lead Responsibilities:

Benefits Leads apply their broad management skills and specialized functional and technical expertise to lead complex, large projects in delivering client solutions or to manage client operations. Benefits Leads provide subject matter expertise in administration of Federal Employee Benefits to include (FEGLI, FEHB and Federal Retirement) and processing.

A Benefits Lead is qualified to perform such tasks as:

Plan and manage the work;

Coordinate team activities;

Administer Quality Control and Process Improvement Activities;

Support the design of Benefits business processes;

Oversees Federal Employee Benefits Lifecycle;

Manage client communications and interactions

Minimum Requirements:

10+ years of Federal Benefits experience Interpreting Federal HR policies, rules and regulations Strong interpersonal skills

R o l e D e s c r i p t i o n Strong communication skills Knowledge of Federal Health Insurance Benefits (FEHB) Knowledge of Federal Employees Life Insurance (FEGLI) Good oral and written communication Attention to detail

Preferred Skills:

Bachelor's degree PeopleSoft HCM Shared services experience

Payroll Lead Responsibilities:

Compensation Leads apply their broad management skills and specialized functional and technical expertise to lead complex, large projects in delivering client solutions or to manage client operations. Compensation Leads provide subject matter expertise in Federal Payroll, Calculations, Compensation and processing

A Compensation Lead is qualified to perform such tasks as:

Plan and manage the work;

Coordinate team activities;

Administer Quality Control and Process Improvement Activities;

Support the design of Compensation business processes;

Oversees Employee Life Cycle of Federal Payroll and Compensation process;

Manage client communications and interactions

Minimum Requirements:

10+ years of Federal Compensation experience Experience in performing audits and resolving payroll problems such as those involving leave balance errors, alimony/child support/bankruptcy payments, waivers for employees, wage garnishment orders, processing debts owed to the agency, retroactive pay adjustments, back pay awards and settlements;

Knowledge of complex Federal compensation pay and leave administration;

Knowledge of complex Federal time and attendance;

Strong communication skills Payroll error resolution for payroll or benefit

Preferred Skills:

Bachelor’s degree Federal payroll, leave administration Shared services experience PeopleSoft HCM

PAR Lead Responsibilities:

The PAR Lead applies advanced skills and experience in processing end to end personnel data transactions. They apply a demonstrated knowledge of the

R o l e D e s c r i p t i o n personnel data rules and regulations and technology. The PAR Lead also provides supervisory responsibilities. A PAR Lead is qualified to perform tasks such as:

Coordinating and manage team activities;

Administering quality review and process improvement activities;

Performing personnel action request processing;

Responding to customer requests for information;

Processing employee personnel data corrections;

Maintaining applicant/employee records in HRIS;

Inputting data into Human Resource Information Systems (HRIS).

Minimum Requirements:

10+ years Federal HR Experience Working knowledge of Federal HR policies, rules and regulations, including GPPA Experience processing complex HRIS employee transactions Strong supervisory skills Strong interpersonal skills Good oral and written communication Attention to detail

Preferred Skills:

Experience managing or leading a team Experience with PeopleSoft HCM, such as HRConnect Bachelor's degree Shared services experience

Records and Document Management Lead

Responsibilities:

The Records and Document Management Lead applies advanced skills and experience in performing end to end functions and demonstrate knowledge of document review and management.

A Document Management Analyst is qualified to perform tasks such as:

Plan and manage the work;

Coordinate team activities;

Administer quality control and process improvement activities;

Manage client communications and interactions;

Reviewing and verifying that incoming documents comply with

Federal regulations and policy;

Oversee maintenance of Official Personnel Folders;

Create and manage tickets in ticket management system used at the center;

Minimum Requirements:

5+ years or more of work experience Strong attention to detail Strong organizational skills Good communication; written, oral, and interpersonal skills Proficiency with Microsoft Office products

R o l e D e s c r i p t i o n

Preferred Skills:

Bachelor’s degree HR administrative experience Shared services experience Federal HR experience Expertise in ticket management and HR IT systems (ServiceNow, eOPF, etc.)

Contact Center Lead Responsibilities:

The HR Contact Center Sub-Lead applies advanced skills and experience in performing end to end Customer Relationship Management functions, processing Customer Relationship Management actions and demonstrate knowledge of the Customer Service business process and technology from a quality perspective. HR Contact Center Sub Leads also provide supervisory responsibilities.

An HR Contact Center Lead is qualified to perform tasks such as:

Coordinate team member activities;

Administer Quality Control and Process Improvement Activities;

Perform/Maintain Customer Relationship Management Business

Processes improvement;

Maintain Customer Service Requests in supporting technology;

Maintain and update processes and procedures as defined in departmental SharePoint Support Tier 2 function and handle escalated Tier 2 requests;

Contact Center Sub Lead will work with other departments to foster interdepartmental working relationships;

Contact Center Sub Lead may act as team lead in their absence

Minimum Requirements:

5+ years of Business Process Outsourcing (BPO) or shared service experience

Proficiency with Microsoft Office products Advanced troubleshooting and help desk experience Producing and utilizing reports effectively Exceptional organizational and multitasking skills Ability to meet deadlines Strong communication and supervisory skills

Preferred Skills:

Bachelor’s degree Leadership/management experience with the ability maintain positive working relationships Training and development Quality control and process improvement experience Shared services experience

HRIT Lead Responsibilities:

R o l e D e s c r i p t i o n The HRIT Lead applies their project management skills and functional and technical HRIT systems experience in supporting the HRIT Director and Deputy Director with steady state activities and special projects. The HRIT Lead understands the dependencies of broader HR processes and operations on HRIT and vice versa, and is responsible for disseminating internal communications among the PAR, Payroll, Benefits and Contact Center teams for awareness and action as required.

Duties include:

Coordinate team activities;

Administer quality control activities;

Make staffing and process adjustments as needed;

Identify and coordinate appropriate training for team members;

Manage client communications;

Facilitate special project planning meetings and execution;

Minimum Requirements:

10+ years of Federal HRIT experience Demonstrated expertise in functional IT requirements Demonstrated proficienty in project management Familiarity with federal HR policies Excellent communication skills Ability to multi-task, prioritize and manage time effectively

Preferred Qualifications:

Technical IT systems experience

Experience with National Finance Center (NFC), PeopleSoft HCM, electronic Official Personnel Folder and webTA

Communications Lead The Communications Lead applies superior written and verbal communications skills and is responsible for ensuring quality and clarity of all messages distributed from or on behalf of the service center. The Communications Lead keeps the customer are the forefront of all messaging .

Duties include:

Operates as the primary reviewer of customer communications for ES on behalf of the service center.

Consults frequently with the Government on customer perception and experience and puts the customer at the forefront of all communications.

Monitors quality and clarity of all messaging used in supporting service center documents, including but not limited to DTPs, auto-generated emails, and contact center scripts.

Minimum Requirements:

5+ years of relevant experience

R o l e D e s c r i p t i o n Demonstrated proficiency of the English language Familiarity with federal HR policies Excellent communication skills Exceptional organizational and multitasking skills Ability to meet deadlines Ability to multi-task, prioritize and manage time effectively Strong quality assurance capabilities

Preferred Qualifications:

Federal HR Experience