] Office of Human Resources - Montgomery County Public Schools

OFFICE OF HUMAN RESOURCES AND DEVELOPMENT → CLASSIFICATION → ASSISTANT DIRECTOR, EMPLOYEE AND RETIREE SERVICE CENTER (ERSC)

Sorted by job title: A - C | D - H | I - Q | R - Z

Assistant Director, Employee and Retiree Service Center (ERSC)

MONTGOMERY COUNTY PUBLIC SCHOOLS CLASS DESCRIPTION
OFFICIAL TITLE: Assistant Director II CODE: 0319 SQ/OQ: Not Applicable
WORKING TITLE: Assistant Director, Employee and Retiree Service Center (ERSC) GRADE: O MONTHS: 12
SUMMARY DESCRIPTION OF CLASSIFICATION: Assists the Director of the Employee and Retiree Service Center (ERSC) in providing leadership in the functional, technical and communication aspects of the department to provide a single point of contact for employees and retirees seeking information about compensation and benefits, as well as, ensuring broad access to accurate and timely information. Works collaboratively with the ERSC leadership, the Office of the Chief of Human Resources and Development, the Office of Finance and the Office of the Chief of Strategic Initiatives to resolve systemwide and department processes and practices relating to employee transactions, employee and retiree benefits, and payroll processing; and ensuring the adequate collection of requirements as relates to new initiatives. Ensures the operational efficiency of the department by reviewing and supporting the day-to-day operations, developing efficient processes, creating and implementing departmental plans, which involves identifying departmental needs and establishing plans of action, process documentation, targets and performances measures to assess results. Assists the director in providing leadership, supervision, and evaluation for personnel in the department.
MINIMUM QUALIFICATION STANDARDS
KNOWLEDGE, SKILLS, AND ABILITIES: Thorough, in-depth understanding of human resource, employee benefit, and payroll functions, as well as relevant federal and state laws, policies, and best practices. Considerable knowledge of leading the implementation and use of enterprise resource planning (ERP) software/systems, and of communication tools and strategies to effectively communicate employee and retiree information to a diverse MCPS employee and retiree base. Proven ability to coach, supervise, coordinate, and lead a wide variety of disciplines and functions of several units. Considerable knowledge of Continuous Improvement principles and practices, including customer service. Considerable knowledge of database and/or analytic tools to identify solutions in a complex setting and implement innovative use of technology to achieve process improvement and efficiencies in operations, reporting, and communications. Proven ability to work collegially towards long-term resolution of functional issues. Excellent written and oral communication skills, and interpersonal skills. Requires the knowledge and application of the standards that have been established for the MCAAP/MCBOA/SEIU Professional Growth Systems.
EDUCATION, TRAINING, AND EXPERIENCE: Bachelor's degree required from an accredited university or college with an emphasis in business administration or information systems. Master's degree preferred. Extensive experience in the management of human resources, benefits or payroll required. Experience in a busy, customer-oriented service center desirable. Other combinations of applicable education, training, and experiences may be considered.
CERTIFICATE AND LICENSE REQUIREMENTS: None
PHYSICAL DEMANDS: (Special requirements such as lifting heavy objects and frequent climbing.) None
SPECIAL REQUIREMENTS: (Frequent overtime or night work required, etc.) Ability to work evenings and weekends.
OVERTIME ELIGIBLE: No

EXAMPLES OF DUTIES AND RESPONSIBILITIES:

Manages department activities in the absence of the director.

Assists the director in managing functions of the department, including representing the department at committees, labor relations negotiations, and other meetings, as required.

Represents ERSC functional perspective in wide-scope process and issue resolution efforts.

Oversees and ensures resolution of individual problems as referred from the Call Center, from employees, and from supervisors.

Assists the director in the supervision and evaluation of the Call Center Unit. Utilizes call center metrics and analytics to assess, report and deliver critical data related to employee and retiree processes to improve customer satisfaction.

Responsible for ongoing data review and identification of data issues.

Works with ERSC leadership to achieve satisfactory resolution of data discrepancies and causes.

Performs and oversees analysis of customer feedback and referral questions to identify potential re-engineering opportunities.

Works in close collaboration with the other members of the ERSC leadership team.

Responsible for development of functional system requirements, participation in system implementations and enhancements, patch testing and functional systems planning.

Works closely with the Office of the Chief of Strategic Initiatives and the Office of the Chief of Human Resources and Development to ensure inclusion and fulfillment of functional requirements.

Provides coordination of functional role in technology endeavors.

In collaboration with ERSC leadership, determines the strategy and approach of employee and retiree communications.

Assists the director in overseeing the activity of the Communications Specialist in developing the ERSC brand, new avenues of communication, and effectiveness of communications.

Leads the office in process improvement strategies, goals, and documentation standards.

Mentors and guides staff in developing project management and leadership skills.

Coordinates office-wide technology initiatives, upgrades, and enhancements.

Oversees specialized office projects such as scanning, web site redesign, and others as needed.

Performs related work as required.
Class Established: 11/2022
Date(s) Revised:
Last Reviewed:

This description may be changed at any time.