Tier 2 Service Center Manager

Position Details

Recruitment/Posting

Title:

Tier 2 Service Center Manager

Job Category:
Staff & Executive - Human Resources

Department: UHR
- Human Capital Management

Salary Details:

• Minimum Salary: $94,492
• Mid Range Salary: $119,604
• Maximum Salary: $144,715

FLSA:
Exempt

Grade: 07

Position Status:
Full Time

Standard

Hours:

37.50

Rutgers, The State University of New Jersey, is a leading national research university and the State of New Jersey's preeminent, comprehensive public institution of higher education. As one of the largest employers in the State of New Jersey, Rutgers University is committed not only to the students and the State that we serve, but also to the faculty and staff who work on our campuses.

For two consecutive years, Rutgers is ranked on Forbes' list of America's Best Large Employers. Rutgers holds #64 of 500 employers and is the #1 New Jersey employer on the publication's 2023 list. Rutgers' commitment to its employees includes maintaining and fostering a safe, diverse, and respectful workplace environment, creating employment opportunities for our nation's military veterans, and ensuring accessibility and accommodation for individuals with disabilities.

University Human Resources (UHR) supports the Rutgers mission as an institution of prominence, preeminent in research, teaching, service, and clinical care. We strive to provide the highest level of customer service in delivering a comprehensive network of programs, services, and expertise to attract, retain, and develop diverse and highly skilled top talent.

Rutgers, The State University of New Jersey, is seeking a Tier 2 Service Center Manager for the Human Capital Management. The Tier 2 Service Center Manager at Rutgers University leads a team of advanced support agents within the HCM Cloud Support Service Center, addressing escalated, complex, or specialized HR and Payroll inquiries. As the second line of support, this team acts as the bridge between Tier 1 agents, functional experts, and technical constituents.

The manager ensures timely case resolution, promotes cross-functional knowledge sharing, and drives continuous service improvement aligned with Rutgers' Oracle Cloud environment.

This role plays a critical part in refining case resolution pathways, enhancing team capabilities, and contributing to a responsive and reliable user experience across the university.

• Oversees the HR Service Center team, providing guidance, support, and performance management.
• Manages Tier 2 support specialists responsible for resolving advanced HR and payroll inquiries.
• Oversees case queues, prioritizes escalations, and assigns cases based on issue type and team expertise, ensuring balanced workload distribution across the team.
• Provides subject matter expertise to ensure accurate handling of inquiries that require policy interpretation, system troubleshooting, exception processing.
• Coaches and develops team members to deepen their technical and functional expertise within HCM Cloud Modules.

• Serves as the initial escalation point for unresolved or sensitive issues before routing to Tier 3 teams.
• Resolves complex HR, Payroll and Finance inquiries including but not limited to time & labor, position management, absence management, and process workflows.
• Delivers support via multiple channels including live agent platforms, cases, and email, ensuring efficient, courteous, and accurate service.
• Ensures high-quality, timely resolutions and maintains documentation of case trends to reduce repeat inquiries.

• Serves as a liaison to HR, Payroll, IT, and knowledge management teams to ensure that Tier 2 support reflects current processes, systems and policies.
• Develops and refines escalation protocols, collaborating closely with Tier 1, Tier 3, and technical support teams.
• Partners with the Tier 1 Service Center Manager to streamline processes, reduce handoffs, and improve agent efficiency.
• Contributes to the development and maintenance of knowledge articles, job aids, and training content based on recurring Tier 2 issues.

• Processes improvement.
• Identifies opportunities to improve HR processes, streamline workflows, and enhance the employee experience.
• Tracks and analyzes Tier 2 case metrics, resolution times, and escalation patterns.
• Identifies training needs and systemic issues that contribute to case volume and recommend improvement strategies.
• Reports and analytics.
• Tracks key HR metrics and providing insights to improve HR operations.
• Develops reports and dashboards to highlight Tier 2's performance and inform operational decisions.

• Partners with UHR leadership, systems support teams, and data analysts to align system functionality with HR operational goals and user needs.

• Bachelor's degree in a closely related field.
• 5+ years of experience in a…