Requisition Number: RE56280
Department Name: 3J520:Human Resources Solution Center
Work Location: Lexington, KY
Grade Level: 45
Salary Range: $48,214-79,560/year
Type of Position: Staff
Required Education: BA
Required Related Experience: 4 yrs
Required License/Registration/Certification: None
Physical Requirements
The physical requirements of this position includes; occasionally lifting, pushing, and/or pulling objects up to and over 50 lbs.; occasionally standing or walking with objects up to 25 lbs.; regularly sitting at a computer workstation for extended periods of time with repetitive motions (such as typing); and occasionally dealing with combative or violent people.
Shift
Monday - Friday - 7:30 am - 4 pm.
Job Summary
Lead HR service delivery with a focus on quality, consistency, and an exceptional customer experience.
The University of Kentucky is seeking an HR Solution Center Supervisor to join the HR Solution Center.
This position supervises day-to-day inquiry operations and serves as the process owner for inquiry management and service delivery workflows. The supervisor leads staff, strengthens service standards and quality controls, manages escalated inquiries, and partners with HR Centers of Expertise to continuously improve processes, knowledge resources, and the customer experience.
What You'll Do
- Supervise HR Solution Center staff and manage schedules, workload assignments, service coverage, onboarding, coaching, performance discussions, and employee development.
- Monitor service levels, workload distribution, productivity, quality, inquiry volume, response times, resolution rates, and customer satisfaction.
- Develop, implement, govern, and continuously improve inquiry-management workflows, operating procedures, service standards, escalation pathways, and quality controls.
- Review cases and customer interactions for accuracy, quality, compliance, and adherence to established service standards.
- Serve as an escalation point for complex employee, manager, applicant, and retiree inquiries and provide guidance on HR policies, procedures, and available services.
- Develop standardized resolution and escalation processes that establish clear ownership, handoffs, and service expectations across HR partners.
- Lead change adoption for new and redesigned processes through standard work, staff training, implementation monitoring, and workflow adjustments.
- Identify operational trends, process improvements, and automation opportunities; develop business requirements and support implementation and adoption of approved changes.
- Manage knowledge-management governance, including content standards, review cycles, approval responsibilities, and controls that keep guidance current and consistent.
- Maintain knowledge articles, procedures, job aids, training materials, and customer-facing resources in partnership with HR Centers of Expertise.
- Design and implement service-excellence and quality-assurance processes using customer feedback and operational results to drive measurable improvement.
- Maintain compliance with HR policies, procedures, records-management standards, and service-level expectations.
What You'll Bring
- Leadership, coaching, team building, accountability, workforce planning, and performance-management skills.
- Strong analytical thinking, problem-solving, data-interpretation, and attention-to-detail skills.
- A customer-service mindset with strong communication, relationship-management, judgment, and conflict-resolution abilities.
- Ability to analyze operational metrics and translate trends and customer feedback into practical service and process improvements.
- Knowledge of process improvement, quality assurance, documentation management, training and development, and knowledge-management practices.
- Ability to collaborate effectively with HR partners while managing escalations and maintaining consistent service standards.
- Strong organizational and technical skills to support workflow governance and continuous improvement.
Minimum Requirements
- Bachelor's degree
- 4 years of related experience
What's In It for You
- An opportunity to lead and develop an HR service team while influencing service quality, operational performance, and continuous improvement.
- Meaningful ownership of workflows, knowledge-management practices, service standards, and quality-assurance processes that shape the customer experience.
- Opportunities to collaborate across HR Centers of Expertise and help improve how employees, managers, applicants, retirees, and departments receive HR support.
- UK's Exceptional Benefits
Why Now?
Consistent, accurate, and timely HR support depends on strong operational processes, clear service standards, reliable knowledge resources, and effective frontline leadership. This role brings those elements together by overseeing daily service delivery while creating the structure needed to improve quality and performance over time.
As inquiry needs and HR processes evolve, the HR Solution Center Supervisor will help turn operational results, recurring inquiry trends, customer feedback, and stakeholder needs into measurable service improvements while supporting staff through process and workflow changes.
Internal Employee Being Considered
Skills / Knowledge / Abilities
Demonstrated ability to manage daily service operations, balance competing priorities, monitor performance metrics, analyze operational data, oversee case management processes, ensure quality and compliance standards, and drive continuous improvement initiatives within a high-volume HR service environment.
Does this position have supervisory responsibilities?: Yes
Preferred Education/Experience
Previous experience in human resources, leadership, workload management, escalation resolution, and process improvement.
Our University Community
We value the well-being of each of our employees and are dedicated to creating a healthy place for everyone to work, learn and live. In the interest of maintaining a safe and healthy environment for our students, employees, patients and visitors, the University of Kentucky is a Tobacco & Drug Free campus.
The University follows both the federal and state Constitutions as well as all applicable federal and state laws on nondiscrimination. The University provides equal opportunities for qualified persons in all aspects of institutional operations and does not discriminate on the basis of race, color, national origin, ethnic origin, religion, creed, age, physical or mental disability, veteran status, uniformed service, political belief, sex, sexual orientation, gender identity, gender expression, pregnancy, marital status, genetic information or social or economic status.
Any candidate offered a position may be required to pass pre-employment screenings as mandated by University of Kentucky Human Resources. These screenings may include a national background check and/or drug screen.