HR Shared Services Manager, Leave, Accommodations & ER

Ameriprise Financial; Minneapolis (MN); Hybrid; USD 87,000 - 120,000; Full time

Benefits offered by this job

Health insurance

401(k)

Dental insurance

Life insurance

Paid time off

Job summary

Ameriprise Financial is seeking a senior HR leader to direct a US HR Specialist team focused on workplace accommodations, employee relations and leave-related support within a global shared-services model.

You will manage Workday data integrity, ServiceNow case management, and act as an escalation point for complex or sensitive cases while partnering with Benefits, Legal, Payroll and HR Business Partners across the US.

Qualifications

• Minimum of 5 years in a related role.
• Experience leading an HR, Leave, Accommodations or Employee Relations team within a shared-services, HR service center or centralized case-management model.
• Strong working knowledge of US leave of absence and workplace accommodation processes, including federal and multi-state requirements.
• Experience with high-volume case delivery, SLAs, documentation and case quality.
• Ability to manage complex or sensitive cases with escalation when needed.

Responsibilities

• Leading, coaching, and developing the US HR Specialist team.
• Overseeing the delivery of leave services through the third-party leave administrator, including service quality and case coordination.
• Managing the relationship with the third-party leave administrator and internal partners.
• Coordinating accommodations, return-to-work and complex employee relations cases.
• Managing case delivery through ServiceNow with aging, SLAs, and closure.

Skills

Team leadership

Case management

Stakeholder management

HR policy knowledge

Tools

Workday

ServiceNow

Job description

About Our CompanyWe’re a diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. Our team of 22,000 people across 19 countries, serves more than 3.5 million individual, small business and institutional clients. We are a longstanding leader in financial planning and advice, a global asset manager and an insurer. Our unwavering focus on our clients and strong financial foundation connects each of our unique businesses – Ameriprise Financial, Columbia Threadneedle Investments and RiverSource Insurance and Annuities. Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world.Job DescriptionYou will lead a team of HR Specialists delivering high-quality, compliant workplace accommodation, employee relations and leave-related support across the US. Operating within a global shared-services model, the team provides specialist case management and guidance to employees and managers, with a significant focus on workplace accommodations, standard employee relations processes and coordination with the company’s third-party leave administrator.You will be responsible for effective service delivery through Workday (HRIS) and ServiceNow (case management system), including workload management, case quality, service levels, escalations and case risk. You will coach and develop the team, oversee the relationship and service interface with the third-party leave administrator, and act as an escalation point for complex or sensitive cases. You will partner with Employee Relations, Benefits, Legal, HR Business Partners and other stakeholders where specialist input is required.The role will use case data, vendor performance information and operational insights to improve processes, strengthen governance, enhance the employee and manager experience, and drive standardization, automation and continuous improvement.Key Responsibilities- Leading, coaching, and developing the US HR Specialist team- Bringing energy, optimism and practical problem-solving to challenges, helping the team maintain momentum through complex cases, competing priorities and change.- Overseeing the delivery of leave services through the company’s third-party leave administrator, including service quality, escalations, case coordination and the employee and manager experience.- Managing the operational relationship with the third-party leave administrator, monitoring service performance and addressing recurring service or process issues.- Ensuring effective coordination between the leave administrator, employees, managers and internal partners where cases involve accommodations, return to work, employee relations or other complex circumstances.- Overseeing workplace accommodation processes, including effective employee and manager communication, case documentation and appropriate escalation.- Overseeing standard ER processes, including attendance, performance, conduct, corrective action and policy interpretation.- Acting as an escalation point for complex, sensitive or higher-risk leave, accommodation and ER cases.- Managing case delivery through ServiceNow, including allocation, aging, SLAs, documentation, case quality and closure.- Monitoring case volumes, trends, and performance metrics, driving improvements and case deflection- Identifying opportunities for case deflection, knowledge improvement, process standardisation and automation.- Ensuring accurate processing and data integrity in Workday- Leading and delivering HR projects and process improvements, including system enhancements and process harmonisation- Partnering with HR Business Partners, Employee Relations, Payroll, Benefits, HRIS, and other stakeholders- Ensuring compliance with local employment requirements across the US, including applicable federal, state and local requirements- Driving continuous improvement, standardisation, and automation of HR processesRequired Qualifications- Minimum of 5 years in a related role.- An engaging and optimistic leadership style that brings energy to the team, encourages practical problem-solving and helps others see opportunities alongside challenges.- Experience leading an HR, Leave, Accommodations or Employee Relations team within a shared-services, HR service center or centralized case-management model.- Strong practical knowledge of US leave of absence and workplace accommodation processes, including federal and multi-state requirements.- Experience managing standard ER processes and identifying cases requiring specialist or legal escalation.- Proven experience managing high-volume case delivery, including workload allocation, service levels, escalations, documentation and case quality.- Proven experience working in a case management environment managing case lifecycle, SLAs, and escalations- Strong working knowledge of Workday (or similar HRIS)- Proven experience leading projects, process improvements, or HR transformation initiatives- Ability to manage high-volume, case-driven workloads while maintaining quality and compliance- Strong stakeholder management skills across a matrixed, international environment- Excellent problem-solving, organisational, and decision-making skills- High attention to detail, with a strong focus on data accuracy and governancePreferred Qualifications- Experience with ServiceNow (or similar advanced case management platforms)- Experience supporting employees across multiple US states.- Experience with FMLA, ADA, PWFA, USERRA, disability-related leave and return-to-work processes.- Experience delivering HR process improvements, technology enhancements or service transformation.- SHRM, HRCI or other relevant HR qualification.- Experience in financial services or another regulated environment.Visa SponsorshipApplicants must have a valid work authorization that does not now, or in the future, require visa sponsorship for employment in the United States (e.g., H-1B, F-1 CPT, F-1 OPT, TN).In-Office CollaborationWe are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least four (4) days per week, with flexibility to work from home one (1) day per week. Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process.Base Pay SalaryThe estimated base salary for this role is $87,400 - $120,200 / year. We have a pay-for-performance compensation philosophy. Your initial total compensation may vary based on job-related knowledge, skills, experience, and geographical work location. In addition, most of our roles are eligible for variable pay in the form of bonus, commissions, and/or long-term incentives depending on the role. We also have a competitive and comprehensive benefits program that supports all aspects of your health and well-being, including but not limited to vacation time, sick time, 401(k), and health, dental and life insurances.Full-Time/Part-TimeFull timeExempt/Non-ExemptExemptJob Family GroupHuman CapitalLine of BusinessHR Human ResourcesAmeriprise Financial is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, military status, veteran status, genetic information, citizenship, disability status, marital status, family status or any other basis prohibited by law.We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to discuss how we can support you.