To apply, please submit a resume and cover letter as a single document. In your cover letter, please highlight how your professional experience and leadership philosophies align with the goals of the Employment Processing Team.

The University of Michigan Shared Services Center (U-M SSC) is a customer service organization focused on providing user-friendly and cost-effective administrative services to the university community. The SSC offers financial and human resource transactional support.

We are looking for a Supervisor for the Employment Processing Team to lead a diverse group of 11 professionals. You will support a distributed team consisting of 4 remote members (1 Senior Associate, 3 Associates) and 7 onsite members (1 Senior Associate, 6 Associates).

You will guide your team through an exciting evolution, utilizing process improvement, automation, and AI to enhance our services for the University Community, making them easier and more efficient. If you are a leader who enjoys building strong, connected teams across different locations, you belong here. The EPC/I-9 teams are responsible for high-volume HR transactions involving job postings, job offers, background screenings, and I-9 processing for the Ann Arbor campus.

Work Arrangement (Hybrid):

This leadership position operates under a Hybrid work model. You will, on occasion, be required to work onsite as requested by SSC leadership or job requirements. You must be within a reasonable commuting distance. The home-work environment should be free of distractions to ensure focus. You will have access to confidential information; therefore, the workspace should provide adequate privacy to protect sensitive information.

Visa sponsorship is not available for this position.

Benefits at the University of Michigan

In addition to a career filled with purpose and opportunity, The University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family, and plan for a secure future. Benefits include:

• Generous time off (Vacation, Sick, Holidays, Parental Leave, and Season Days)
• A retirement plan that provides two-for-one matching contributions with immediate vesting
• Many choices for comprehensive health insurance
• Life insurance
• Long-term disability coverage
• Flexible spending accounts for healthcare and dependent care expenses

People Leadership & Culture

• Inspire and Connect: Promote a culture of connection and transparency across a hybrid team. You will set the tone for the day and facilitate daily huddles and visual management sessions to support and engage both onsite and remote members.
• Team Building: Plan and implement virtual and onsite team-building activities to maintain high morale and a sense of belonging in a distributed work environment.
• Coaching & Develop Talent: Support the professional growth of the team through regular 1:1s, quarterly, and annual performance check-ins. You will provide real-time coaching to support development and career progression.
• Stewardship of Privacy: You will ensure the team handles sensitive HR information with respect and privacy required by University standards.

Operations and Service Delivery

• Manage Service Levels: Ensure that customer requests are completed promptly and accurately. You will monitor team performance against established Service Level Agreements (SLAs) tracking turnaround times for production and accuracy rates to ensure we meet our commitments to the university.
• Customer Relationships: You will ensure that questions and concerns are evaluated and responded to in a timely manner, keeping customers informed of progress and outcomes.
• Workflow Management: Oversee the daily flow of cases through the TeamDynamix (TDX) ticketing system. You will serve as a point of escalation for complex issues, resolving roadblocks for customers, business partners, and other stakeholders.
• Resource Allocation: Analyze volume trends to balance workloads across the team, ensuring coverage during peak periods.

Compliance & Continuous Improvement

• Process Innovation: Champion the SSC's vision of "Service Excellence." You will lead the team in identifying "waste" in current processes and adopting automation/AI tools to reduce manual administrative burden.
• Policy Partnership: Collaborate with University HR partners and Academic HR to interpret complex policies, ensuring all transactions comply with University Standard Practice Guides (SPG).
• Knowledge Management: Promote operational transparency by keeping training plans, Knowledge Base articles, and Standard Operating Procedures (SOPs) current and accessible. You will ensure the team has the standardized tools required to perform their roles effectively.

• Bachelor's degree in Human Resources, Business Administration, or a related field (or an equivalent combination of education and experience)
• 1+ years of supervisory experience in a customer service organization or demonstrated high-level performance at a senior associate or specialist level
• Experience fostering team growth and development through coaching, mentoring, or performance support
• Experience using data to improve operational & team member performance
• Familiarity with case management systems and HR platforms

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Job openings are posted for a minimum of seven calendar days.  The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

The University of Michigan is an equal employment opportunity employer.