Attachment 7_Key Personnel Role Descriptions_vF.docx

Key Personnel Descriptions Enterprise Services – Human Resources – Personnel Action Request, Payroll, and Benefits ServicesDRAFT

ATTACHMENT 7

Key Personnel Descriptions The table below provides the role descriptions and requirements for the roles required to support PAR, Payroll, and Benefits services, including contact support and HRIT system administration services.

Minimum Requirements:

· 15+ years of Program Management experience

· Bachelor’s Degree

· 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:

· Shared services experience

· Federal HR experience

· 15+ years Operations experience

· Bachelor’s degree

· 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

· Federal HR experience

· Shared services experience

Partners with the Program Manager on 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 Enterprise Services private and public partners to deliver integrated service to customers.

· 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

· Federal HR experience

Quality Control (QC) lead supports the Operations Director/Center Lead and is responsible for setting quality 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 Contact Center operations to safeguard premium servies provided to customers

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

· Federal HR Experience Preferred Skills:

· Shared Services experience

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.

· 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

· NFC or other Federal equivalent

· 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

· 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:

· Bachelor’s Degree

· Shared Services experience

· Plan, manage, and monitor the work;

· Coordinate team activities;

· Administer quality control and process improvement activities;

· Support the continuous improvement of Benefits business processes;

· Oversee Federal Employee Benefits Lifecycle;

· Manage client communications and interactions

· 10+ years of Federal Benefits experience

· Interpreting Federal HR policies, rules and regulations

· Knowledge of Federal Health Insurance Benefits (FEHB)

· Knowledge of Federal Employees Life Insurance (FEGLI)

· Knowledge of Thrift Saving Plan (TSP)

· Strong interpersonal skills

· Strong written and oral communication skills

· Experience providing supervisory functions

· Strong leadership and mentoring skills

· Attention to detail Preferred Skills:

· Bachelor's degree

· PeopleSoft HCM

· Shared services experience

· Experience with Federal HR systems such as HRConnect, NFC, webTA, and eOPF

The Payroll Lead applies their broad management skills and specialized functional and technical expertise to lead complex, large projects in delivering client solutions or to manage client operations. The Payroll Lead provides subject matter expertise in Federal Payroll, Calculations, Compensation, and processing A Compensation Lead is qualified to perform such tasks as:

· Plan, manage, and monitor the work;

· Coordinate team activities;

· Administer quality control and process improvement activities;

· Support the continuous improvement of Payroll business processes;

· Oversee 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 payroll and leave administration

· Knowledge of complex Federal time and attendance

· Payroll error resolution for payroll or benefit

· Strong interpersonal skills

· Strong written and oral communication skills

· Experience providing supervisory functions

· Strong leadership and mentoring skills

· Attention to detail Preferred Skills:

· Bachelor’s degree

· Federal payroll, leave administration

· Shared services experience

· PeopleSoft HCM

· Experience with Federal HR systems such as HRConnect, NFC, webTA, and eOPF

The PAR Lead applies advanced skills and experience in encoding and processing end to end personnel action requests. They apply a demonstrated knowledge of the personnel data rules and regulations and technology. The PAR Lead also provides supervisory responsibilities. A PAR Lead is qualified to perform tasks such as:

· Plan, manage, and monitor the work;

· Coordinate and manage team activities;

· Administer quality control and process improvement activities;

· Support the continuous improvement of PAR business processes;

· Perform personnel action request processing;

· Respond to customer requests for information;

· Process employee personnel data corrections;

· Maintain applicant/employee records in appropriate HRIT systems;

· Input data into appropriate HRIT systems Minimum Requirements:

· 10+ years Federal HR Experience

· Working knowledge of Federal HR policies, rules and regulations, including GPPA

· Experience processing complex PARs

· Strong interpersonal skills

· Strong written and oral communication skills

· Experience providing supervisory functions

· Strong leadership and mentoring skills

· Attention to detail Preferred Skills:

· Experience with PeopleSoft HCM

· Bachelor's degree

· Shared services experience

· Experience with Federal HR systems such as HRConnect, NFC, webTA, and eOPF

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;

· Review and verify 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

· Federal HR experience Preferred Skills:

· Bachelor’s degree

· HR administrative experience

· Shared services experience

· Expertise in ticket management and HR IT systems (ServiceNow, eOPF, etc.)

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 leadership and mentoring skills

· 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

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