Manager, Human Resources Service Center

Ascensus; Philadelphia (Philadelphia County); A distancia; USD 70.000 - 100.000; Jornada completa

Descripción de la vacante

Ascensus is seeking a Manager, HR Service Center to lead end‑to‑end HR support across the organization. You will oversee direct and dotted‑line teams, drive service quality, and partner with HR Centers of Excellence to resolve complex issues.

You will set expectations, coach teams, standardize HR processes, and leverage AI/automation where applicable to improve responsiveness and accuracy while maintaining compliance with policies and risk standards.

Formación

• Bachelor’s degree in HR, business, or related field.
• 5+ years of progressive HR experience.
• 2+ years leading HR service delivery/shared services teams.
• Strong understanding of HR policies and processes.
• Experience with multi-tiered service models (L1–L3).
• Experience in a shared services/global environment.
• HR certification or advanced degree preferred.
• Service mindset with good judgment and analytical skills.
• Clear communicator who builds trust with employees and leaders.
• Data-driven and focused on continuous improvement.

Responsabilidades

• Lead the HR Service Center operating model to deliver high‑quality support.
• Monitor service metrics and associate experience data to drive improvements.
• Oversee complex, sensitive, or high‑risk issues with HR leadership.
• Ensure smooth handoffs and escalations between support levels.

Conocimientos

HR policy expertise

Service delivery leadership

Team leadership

Data-driven decisions

Communication

Strategic thinking

Operational excellence

Global/shared services experience

Change management

AI/automation awareness

Educación

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

Herramientas

HRIS

Descripción del empleo

Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow.

Section 1: Position Summary

The Manager, HR Service Center leads the delivery of end‑to‑end HR support across the organization, with responsibility for all levels ofHR support. This role ensures associates and Leaders receive timely, accurate, and consistent HR support, while continuously improving service quality, efficiency, and overall associate experience.

This leader manages service center teams (directly and indirectly), oversees complex issue resolution, and partners closely with HR Centers of Excellence.

Section 2: Job Functions, Essential Duties and 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

• Proactively adopt, protect and boldly embrace emerging technologies (AI, automation, etc.), platforms, and evolving practices that accelerate transformational growth and advance Ascensus’ mission and client commitments.
• Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
• At Ascensus we are guided by our Core Values of People Matter, Quality First and Integrity Always®. They inspire us every day to prioritize an environment of respect for those we serve and one another and should be visible in your actions on a day-to-day.

Supervision

• Lead team through direct reports and dotted line.

Section 3: Experience, Skills, Knowledge 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 (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

The national average salary range for this role is$70-100K in base pay, exclusive of any bonuses and benefits.This base salary range represents the low and high end of the salary range for this position. Actual salary offered will vary and may be above or below the range based on various factors including but not limited to location, experience, performance, and internal pay alignment. We do not anticipate that candidates hired will begin at the top of the range however, from time to time, it may occur on a case‑base basis. Other rewards and benefits may include: 401(k) match, Medical, Dental, Vision, Paid-Time-Off, etc. For more information, please visitcareers.ascensus.com/#Benefits

For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual workspace and there is also an expectation of family care being in place during business hours. Additionally, there is an internet work speed requirement of 25 Mbps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required.If you are unsure of your internet speed, please check with your service provider. Note: For call center roles specifically, it is a requirement to either hardwire your equipment directly to the internet router or ensure your workstation is in close proximity to the router.