ACAD HR ANL 4

20%

Customer Service and Client Relations

• Provides effective and efficient service to clients/customers through a shared service delivery organization.  Proactively manages client relationships, serves as a strategic partner, and serves as a member of a team that is highly responsive to customer needs.
• Applies strong customer service orientation to proactively respond to and resolve concerns; initiates and responds to inquiries; proactively keeps customers informed of status; identifies issues and takes appropriate action to resolve them before problems develop.
• Builds relationships with clients; partners with AP/HR colleagues; contributes to a collaborative team environment; may provide leadership and guidance to colleagues.
• Communicates through a variety of media; may prepare and deliver presentations to a variety of audiences.
• May develop or assist in developing communications related to sensitive AP policies and procedures or changes in policies and procedures; may develop communications impacting various constituencies.

30

Administration of AP/HR Actions (AP Life Cycle/HR Taxonomy)

• Serves as primary AP/HR contact and coordinates all personnel actions for all or a subset of academic employees in client departments as assigned, including all activities associated with the academic life cycle  in partnership with clients according to service level agreements.
• Provides strategic support to departments in administering policies and programs in the areas of appointment, visa applications/processing, routine non-renewal of appointments, compensation, training and other areas of AP administration.  Is expected to fully understand, interpret, and apply the Health Sciences Compensation Plan of the client departments. Analyzes cases and recommends appropriate action for vetting with appropriate stakeholders.
• Partners with other teams, centers and specialty centers to perform AP duties on behalf of clients; may lead a group of peers and junior colleagues to resolve complex problems and execute projects.
• May represent campus in informal and formal complaint resolution processes.

40

Policy/Procedure Analysis, Interpretation, Implementation and Problem Resolution

• Applies advanced knowledge in AP and/or HR policy and procedures; interprets policy in routine and non-routine cases where there may be no precedent; recommends action in consultation with manager or appropriate experts; escalates as appropriate.
• Analyzes and interprets system-wide and campus policies and guidelines to provide strategic advice and counsel to clients on the full spectrum of AP issues.
• May lead analysis of highly complex or precedent-setting issues in consultation with manager, center director and other campus or system-wide experts.
• Understands who the critical stakeholders are in policy development, interpretation and implementation and escalates complex situations accordingly.
• Learns customers’ needs and applies advanced knowledge of how policies and procedures are interpreted and implemented by different customers/departments; synthesizes different policies with overlapping influence according to customers’ unique needs and goals.
• Recommends policy/procedure changes as appropriate to meet customers’ needs, increase efficiency and/or improve compliance.
• Counsels faculty, chairs, department managers and supervisors on non-renewal of appointments, layoffs, and In Residence separations, procedures and appropriate practices; advises in complicated, non-routine situations, serves as a partner and liaises among stakeholders; escalates problems appropriately.
• Counsels Senate and non-Senate faculty, non-faculty academics, postdocs and staff concerning complex, unique and particularly sensitive work-related problems; conducts termination interviews and provides feedback to management, recommending changes as appropriate.
• May serves on campus-wide AP committees to advise on new initiatives and to help determine appropriate campus strategies, policies, and practices.
• Counsels faculty, chairs, department managers and supervisors on complex faculty leave cases, consulting with appropriate experts as appropriate. 

10

Data/Information Management

• May maintain records for equal employment opportunity and affirmative action reporting requirements.
• Provides standard reports and works with clients to develop reports and provides data to meet unique/specific needs of clients.
• Identifies data and reporting needs and initiates action to meet client needs.
• Tracks employment-related deadlines and academic action cycles; notifies appropriate parties to coordination needed actions on time.
• Uses a variety of UCSF human resource information systems including OLPPS, PeopleSoft HCM, Advance, MPM, Weblinks, HBS.
• May analyze data to determine trends, implications and recommend changes.
• Identifies and recommends needed system improvements.
• May serve as a member of a project team or subject-matter expert for  AP information system initiatives.
• Research, prepare, and report data for client departments at the request of campus or system-wide reporting requests.