Manager, Human Resources Service Center
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Job Description
HR Service Center Manager leading multi-tiered employee support operations for Ascensus, a savings-plan technology and services provider. Improving service quality, escalation management, HR processes, and automation.
Responsibilities:
- Lead the overall HR Service Center operating model and ensure high-quality inquiry support
- Monitor service performance and associate experience metrics
- Provide leadership oversight for complex, sensitive, or high-risk issues
- Partner with HR leadership and HR Business Partners
- Ensure smooth handoffs and escalations between support levels
- Lead, coach, and develop HR Service Center associates directly or through dotted lines
- Set expectations, performance goals, and accountability
- Build a service-oriented culture focused on responsiveness, accuracy, and professionalism
- Standardize and document HR service processes and knowledge content
- Identify opportunities to automate inquiries using AI Agents in partnership with HRIS
- Ensure service delivery aligns with HR policies, legal requirements, and risk standards
- Support enterprise initiatives involving M&A
- Adopt, protect, and embrace emerging technologies, platforms, and evolving practices
- Protect, secure, and properly handle confidential Ascensus and client data
- Lead the team through direct reports and dotted-line relationships
Requirements:
- Bachelor’s degree in Human Resources, Business, or a related field
- 5+ years of progressive HR experience
- 2+ years leading HR service delivery, shared services, or associate support teams
- Strong understanding of HR policies, processes, and fundamentals
- Experience managing multi-tiered service models (Level 1–3)
- Experience in a shared services or global environment
- Preferred HR certification or advanced degree
- Strong service mindset with sound judgment
- Clear communicator who builds trust with employees and leaders
- Data-driven and focused on continuous improvement
- Comfortable operating at both strategic and operational levels
- For virtual remote positions, ability to maintain an uninterrupted virtual workspace
- Family care in place during business hours
- Internet work speed of 25 Mbps or better for individual use
Benefits:
- 401(k) match
- Medical insurance
- Dental insurance
- Vision insurance
- Paid Time Off
- Virtual remote work arrangement
- Internet work speed requirement support/expectation of 25 Mbps or better
- Uninterrupted virtual workspace
- Family care in place during business hours
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