Team Lead, HR/finance Service Desk

**Department** Vice-President Finance & Administration - Shared Services Staff Contact Centre

**Salary range** $64,618.31 to $90,053.44

**Hours per week** 35

**Grade** 11

**Posted date** October 4, 2024

**Closing date** October 18, 2024

**Position Type** Full Time - Operating Funded

**Description**:
**_This position is a part of the Non-Academic Staff Association (NASA)._**

This position offers a comprehensive benefits package which can be viewed at: Faculty & Staff Benefits.

**Location** - This role is hybrid with a mix of remote and in-person work at Enterprise Square.

**Working at the University of Alberta**
- The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all FirstPeoples of Canada, whose presence continues to enrich our vibrant community._

The University of Alberta is a community of knowledge seekers, change makers and world shapers who lead with purpose each and every day. We are home to over 14,000 faculty and staff, more than 40,000 students and a growing community of 300,000 alumni worldwide.

Your work will have a meaningful influence on a fascinating cross-section of people — from our students and community members, to our renowned researchers and innovators, making discoveries and generating solutions that make the world healthier, safer, stronger and more just. Learn more.

**Working for Shared Services**

The Shared Services - Staff Service Centre provides a single point of contact for the university community to contact for information and assistance with a range of matters related to human resources, finance, and information technology.

We will provide advice, guidance and leadership with structured process, quality, and accuracy and a strong emphasis on delivering exceptional service and enhancing the client experience.

Shared Services is a highly-skilled, integrated team that provides service excellence in delivering, supporting, and innovating the diverse catalogue of services we are responsible for.

**Position**

Shared Services is searching for an individual who believes in working collaboratively, is able to seek solutions and inspires service excellence in their team. Reporting to the Manager, Staff Service Centre, Team Lead, HR/Finance Service Desk, will provide leadership and expertise to a team of Shared Service Advisors.

The Staff Service Centre provides a single point of contact for triaging, answering, and transferring requests regarding Human Resources and Finances for university faculty and staff.

The Team Lead is responsible for assisting the Manager to ensure all critical issues and trending are identified and addressed. The Team Lead must work with the Manager and their staff to understand and foster business relationships with third parties, and other departments from Shared Services, Faculties, and Centres of Expertise. The Team Lead will engage their staff and create and maintain a collaborative team environment that promotes an excellent client service experience that is in alignment with the Shared Services model and vision, while ensuring process accuracy and efficiency within University policies, procedures, collective agreements/terms and conditions and applicable legislation.

In all facets of this role, the Team Lead endeavors to integrate and advance the University’s commitments to equity, diversity and inclusivity.

**Duties**
- Provide oversight to a team of Shared Service Advisors and clearly communicate strategic objectives to the team as defined through the Manager. Works with staff to define operational and short term action plans that align with these objectives.
- Proactively monitor, enhance, and report on the effectiveness of Tier 0/self-service resources (knowledge base, chatbot, service portal, etc). Analyze usage data, identify knowledge gaps, and implement improvements to drive adoption and increase first contact resolution.
- Support the Managers clear performance expectations for individuals and the area; measures performance regularly and recognizes achievement.
- Assists the Manager with performance issues and accepts responsibility for outcomes of areas work, whether positive or negative
- Follow University policies, precedents and procedures to make decisions within the area of accountability. Uses data and evidence to inform decisions. Involves the manager in decision making. Escalates decisions that are beyond scope of accountability.
- Identifies operational challenges and informs the manager. Uses continuous improvement methodology to manage work and streamline processes. Evaluates current business processes for efficiencies. Recommends changes to the manager.
- Represents area on university committees and working groups.
- Creates a supportive, collaborative, and inclusive team environment that encourages open communication amongst team members and their leaders.
- Analyzes performance data, identif