Manager of HR Service Center

Xcel Energy•Minneapolis, MN

About The Position

Responsible for the strategic and operational oversight of a third-party vendor delivering HR call center services. This role ensures a high-quality, consistent, and compliant employee experience across all HR inquiries while monitoring defined service level agreements (SLAs), performance metrics, and cost targets. The Manager serves as the primary liaison between internal HR stakeholders and the vendor, driving continuous improvement, issue resolution, and alignment with organizational HR policies and priorities.

Requirements

Bachelor’s degree in Human Resources, Business Administration, related field, or an equivalent combination of education and experience.
At least eight years of progressive HR experience, with at least 3 years in HR operations, shared services, or service center environments.
Familiarity with HRIS case management systems and knowledge management platforms (e.g. ServiceNow, Workday, etc.).
Strong knowledge of HR processes, policies, and federal/state regulations pertaining to HR administration.
Strong communication, organizational, project management, and stakeholder management skills.

Nice To Haves

Previous experience in managing an HR call center.
Demonstrated experience managing and governing third-party vendors.
HR certification (PHR, SPHR, SHRM-CP, SHRM-SCP).

Responsibilities

Serve as the primary relationship owner for the outsourced HR Service Center vendor.
Establish, monitor, and enforce service level agreements (SLAs), key performance indicators (KPIs), and contractual obligations.
Lead regular vendor performance reviews, including root cause analysis and corrective action plans.
Partner with Supply Chain and HR leadership on contract management, renewals, and escalations.
Ensure vendor adherence to data privacy, confidentiality, and security standards.
Ensure the HR Service Center meets business needs in responding to HR inquiries across areas such as benefits, payroll, leave administration, HR policies, onboarding, and employee lifecycle events.
Ensure accurate, timely, and consistent responses aligned with HR policies, procedures, and compliance requirements.
Oversee call quality, case management, first‑contact resolution, customer satisfaction, and escalation handling.
Maintain service center knowledge management standards, procedures, scripts, and escalation paths to support the vendor in providing services.
Collaborate closely with HR Centers of Excellence (Benefits, Payroll, HR Technology, HR Operations, HRBPs, Workforce Relations, etc.) to ensure seamless service delivery.
Serve as a point of escalation and work with internal HR Service Center team to address complex, sensitive, or highly urgent employee issues requiring cross-functional resolution.
Translate business needs and policy changes into operational requirements for the vendor.
Review and coordinate with HR Technology and IT on any vendor-proposed technology enhancements.
Analyze HR Service Center data, trends, and feedback to identify opportunities for process optimization and automation.
Drive continuous improvement initiatives to enhance efficiency, quality, and employee experience.
Drive adoption of self-service tools to improve resolution time and reduce call volume.
Partner with vendor to create enhanced reporting capability and performance dashboards for HR leadership.
Ensure HR Service Center operations comply with company policies, the company’s collective bargaining agreements, and federal, state, and local laws, including HIPPA, ERISA, COBRA, etc.
Ensure data integrity is maintained.
Provide direction and oversight to internal HR Service Center staff.
Lead change management initiatives related to policy updates, system implementations, or other transitions.
Champion a customer service-oriented culture.