Manager, Human Resources Service Center

Ascensus•Lake Mary, FL

About The Position

The Manager, Human Resources Service Center leads the delivery of end-to-end HR support across the organization and is responsible for all levels of HR support. The role ensures associates and leaders receive timely, accurate, and consistent assistance while continuously improving service quality, efficiency, and the associate experience. The manager oversees service center teams directly and through dotted-line relationships, handles complex issue resolution, and partners closely with HR Centers of Excellence. The manager leads the HR Service Center operating model, oversees service performance and experience metrics, develops team members, and builds a service-oriented culture. The role also standardizes HR processes and knowledge content, identifies opportunities to automate inquiries with AI Agents in partnership with HRIS, and ensures service delivery aligns with HR policies, legal requirements, and risk standards. The position supports enterprise initiatives involving mergers and acquisitions and is expected to adopt emerging technologies and practices that advance Ascensus’ mission and client commitments. The position is responsible for protecting and properly handling confidential Ascensus data. Ascensus’ core values are People Matter, Quality First, and Integrity Always.

Requirements

Bachelor’s degree in Human Resources, Business, or a related field.
At least 5 years of progressive HR experience.
At least 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).
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

Preferred HR certification or advanced degree.
Experience in a shared services or global environment.

Responsibilities

Lead the overall HR Service Center operating model and ensure 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 mergers and acquisitions.
Adopt and protect emerging technologies, platforms, and evolving practices that accelerate transformational growth and advance Ascensus’ mission and client commitments.
Protect, secure, and properly handle confidential data to prevent unauthorized access, improper transmission, or unapproved disclosure.