Manager, Human Resources Service Center

Ascensus•Baxter, MN

6d•$70,000 - $100,000

About The Position

Ascensus is an independent technology and service platform supporting savings plans across America, providing products and expertise that help nearly 16 million people save. The Manager, HR Service Center leads end-to-end HR support across the organization, ensuring associates and leaders receive timely, accurate, and consistent assistance while continuously improving service quality, efficiency, and the associate experience. The role manages service center teams directly and indirectly, oversees complex issue resolution, and partners closely with HR Centers of Excellence. The manager leads the HR Service Center operating model, monitors service performance and experience metrics, provides leadership oversight for complex or sensitive issues, and ensures effective handoffs and escalations. The role also develops team members, standardizes service processes and knowledge content, pursues automation opportunities with HRIS, and ensures service delivery aligns with HR policies, legal requirements, and risk standards. The position supports enterprise M&A initiatives and is expected to adopt and protectively use emerging technologies and platforms that advance the organization’s mission and commitments. The role is responsible for protecting confidential information from unauthorized access, improper transmission, or unapproved disclosure. Ascensus’ stated core values are People Matter, Quality First, and Integrity Always.

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 (Levels 1–3).
Experience in a shared services or global environment.
Strong service mindset and sound judgment.
Clear communication skills and ability to build trust with employees and leaders.
Data-driven approach and focus on continuous improvement.
Comfort operating at both strategic and operational levels.

Nice To Haves

HR certification.
Advanced degree.

Responsibilities

Lead the overall HR Service Center operating model and provide high-quality support for inquiries.
Monitor service performance and associate experience metrics.
Provide leadership oversight for complex, sensitive, or high-risk issues in partnership 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-line relationships.
Set clear 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 that support transformation and advance Ascensus’ mission and client commitments.
Protect, secure, and properly handle confidential data to prevent unauthorized access, improper transmission, or unapproved disclosure.
Lead the team through direct reports and dotted-line relationships.