Manager, HR Services

Lincoln Financial • Greensboro, NC

10d • Remote

About The Position

As an HR Services Manager, you will lead and oversee the HR Service Center (HRSC), with accountability for service delivery quality, performance, and continuous improvement. This role focuses on the execution of HRSC communications and operations while ensuring consistent, high‑quality HR support for Lincoln employees, financial professionals, and retirees, and advancing systems, processes, and team capabilities.What you'll be doing• Serves customers by implementing call center strategies and operations, improving systems, communications and processes; supports operational continuity, as needed
• Owns and advances the service center quality program, with accountability for standards, alignment, and continuous improvement; drives a culture of service excellence through leadership, mentoring, and coaching, and through ongoing staff development initiatives that enhance employee engagement, service delivery, knowledge, skills, and morale.
• Leads service effectiveness and improvement initiatives, combining data driven resource planning and performance management with focused efforts to elevate customer experience, quality, recruiting, coaching, and training.
• Identifies and implements performance metrics and KPIs related to inquiry support and team success measures.
• Performs complex analysis of production, productivity, quality, and customer-service standards; provides recommendations to leadership pertaining to organizational strategic plans and reviews. Develops proposals to enhance customer experience.
• Ensures the AskHR self-service experience on the ServiceNow platform is up to date and delivers high-quality content, including maintaining accurate documentation and effective communications while continuously improving employee experience.
• Demonstrates strong working knowledge of ServiceNow and Five9 as service management and documentation platform, leveraging data, reporting, and workflow insights to inform decision-making; partners closely with IT to ensure the system effectively supports documentation, reporting, and service delivery needs.
• Designs, implements, and continuously improves service delivery process to ensure high-quality, consistent experiences while meeting service level commitments and leverages data, automation, and proven technology to drive efficiency and performance outcomes.
• Partners with Leadership to execute a plan(s) for human resources services in alignment with management and the HR Business Partners core values as adopted by the broader HR team.
• Collaborates with IT & other stakeholders to evaluate current state of service center technologies and identify opportunities for improvement, including the implementation and expansion of AI, automation, and digital solutions; defines user requirements and establishes technical specifications.What we’re looking forMust Haves
• 5+ years’ experience in Client Customer Support and Operations that directly aligns with the specific responsibilities for this position
• 2+ years of managerial, supervisory, and/or demonstrated leadership experience
• Bachelor’s degree or equivalent relevant work experience.
• Strong understanding of HR policies, processes, and service delivery models.
• Proven ability to manage escalations, make sound decisions, and handle confidential information with discretion.
• Excellent relationship management and communication skills, with the ability to partner effectively across HR and the business.Application DeadlineApplications for this position will be accepted through 5/31/26, subject to earlier closure due to applicant volume.

Requirements

• 5+ years’ experience in Client Customer Support and Operations that directly aligns with the specific responsibilities for this position
• 2+ years of managerial, supervisory, and/or demonstrated leadership experience
• Bachelor’s degree or equivalent relevant work experience.
• Strong understanding of HR policies, processes, and service delivery models.
• Proven ability to manage escalations, make sound decisions, and handle confidential information with discretion.
• Excellent relationship management and communication skills, with the ability to partner effectively across HR and the business.

Responsibilities

• Serves customers by implementing call center strategies and operations, improving systems, communications and processes; supports operational continuity, as needed
• Owns and advances the service center quality program, with accountability for standards, alignment, and continuous improvement; drives a culture of service excellence through leadership, mentoring, and coaching, and through ongoing staff development initiatives that enhance employee engagement, service delivery, knowledge, skills, and morale.
• Leads service effectiveness and improvement initiatives, combining data driven resource planning and performance management with focused efforts to elevate customer experience, quality, recruiting, coaching, and training.
• Identifies and implements performance metrics and KPIs related to inquiry support and team success measures.
• Performs complex analysis of production, productivity, quality, and customer-service standards; provides recommendations to leadership pertaining to organizational strategic plans and reviews. Develops proposals to enhance customer experience.
• Ensures the AskHR self-service experience on the ServiceNow platform is up to date and delivers high-quality content, including maintaining accurate documentation and effective communications while continuously improving employee experience.
• Demonstrates strong working knowledge of ServiceNow and Five9 as service management and documentation platform, leveraging data, reporting, and workflow insights to inform decision-making; partners closely with IT to ensure the system effectively supports documentation, reporting, and service delivery needs.
• Designs, implements, and continuously improves service delivery process to ensure high-quality, consistent experiences while meeting service level commitments and leverages data, automation, and proven technology to drive efficiency and performance outcomes.
• Partners with Leadership to execute a plan(s) for human resources services in alignment with management and the HR Business Partners core values as adopted by the broader HR team.
• Collaborates with IT & other stakeholders to evaluate current state of service center technologies and identify opportunities for improvement, including the implementation and expansion of AI, automation, and digital solutions; defines user requirements and establishes technical specifications.

Benefits

• Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes
• Leadership development and virtual training opportunities
• PTO/parental leave
• Competitive 401K and employee benefits
• Free financial counseling, health coaching and employee assistance program
• Tuition assistance program
• Work arrangements that work for you
• Effective productivity/technology tools and training

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees