HR Service Center Manager: Lead Service Excellence & AI

Ascensus LLC; Florida; On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

401(k) match

Medical insurance

Dental insurance

Vision insurance

Paid Time Off

Job summary

Ascensus LLC seeks a Manager of the HR Service Center to lead end-to-end HR support, oversee service-center teams, and drive continuous improvement in service quality and associate experience. The role partners with HR Centers of Excellence and HR leadership to resolve complex issues and optimize delivery.

You will manage both direct and dotted-line teams, set performance expectations, and foster a data-driven, service-oriented culture while ensuring compliance with HR policies and risk

Qualifications

• 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.

Responsibilities

• Lead the overall HR Service Center operating model, ensuring a 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 escalation between support level.
• Lead, coach, and develop HR Service Center associates directly or through dotted lines.
• 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 with M&A.

Education

Bachelor’s degree in Human Resources, Business, or related field

Job description

Ascensus LLC seeks a Manager of the HR Service Center to lead end-to-end HR support, oversee service-center teams, and drive continuous improvement in service quality and associate experience. The role partners with HR Centers of Excellence and HR leadership to resolve complex issues and optimize delivery.

You will manage both direct and dotted-line teams, set performance expectations, and foster a data-driven, service-oriented culture while ensuring compliance with HR policies and risk