Manager of HR Service Center

Mortenson; Minnesota; Presencial; USD 110.000 - 160.000; Jornada completa

Descripción de la vacante

Mortenson in Minneapolis, MN, is seeking a Manager of HR Service Center to lead day-to-day delivery and scale of our HR service operations. You will partner with HR Centers of Excellence and other teams to translate growth into capacity, execution plans, and measurable outcomes while maintaining a high-quality, member-focused experience.

As the operational leader for HR service delivery, you will drive disciplined execution, leverage data, technology, automation, and AI to increase capacity and

Responsabilidades

• Lead, coach, and develop a team of HR Service Center professionals, setting clear expectations for ownership, service, quality, and results.
• Oversee daily service center operations, including case management, inquiry resolution, escalations, workload balancing, and delivery performance.
• Operate and scale established service levels, procedures, controls, and quality standards to meet changing business demand.
• Translate business growth, workforce plans, and service trends into capacity, staffing, prioritization, and execution plans.
• Ensure reliable delivery during peak periods, organizational change, acquisitions, market expansion, or other periods of increased demand.
• Maintain effective escalation, issue resolution, and business continuity practices.

Descripción del empleo

Manager of HR Service Center

Mortenson is currently seeking an experienced Manager of HR Service Center to join our team. This role leads the day-to-day delivery, performance, and scale of an established HR Service Center. This role ensures the operating model, standardized processes, service levels, knowledge resources, and enabling technologies perform reliably as the business grows. The manager translates business priorities and workforce growth into service capacity, execution plans, and measurable outcomes while maintaining a high-quality, consistent, and team member-focused HR experience.

Furthermore, serving as the operational leader for HR service delivery, this role partners closely with HR Centers of Excellence, HR Business Partners, HRIS, Payroll, Benefits, Talent Acquisition, and business leaders. The manager drives disciplined execution, expands proven capabilities, strengthens accountability, and uses data, technology, automation, and AI to increase service capacity and deliver business outcomes.

Location: Minneapolis, MN

RESPONSIBILITIES

Service Delivery Leadership & Scaled Operations

• Lead, coach, and develop a team of HR Service Center professionals, setting clear expectations for ownership, service, quality, and results.
• Oversee daily service center operations, including case management, inquiry resolution, escalations, workload balancing, and delivery performance.
• Operate and scale established service levels, procedures, controls, and quality standards to meet changing business demand.
• Translate business growth, workforce plans, and service trends into capacity, staffing, prioritization, and execution plans.
• Ensure reliable delivery during peak periods, organizational change, acquisitions, market expansion, or other periods of increased demand.
• Maintain effective escalation, issue resolution, and business continuity practices.

Business Outcomes & Stakeholder Partnership

• Connect HR Service Center priorities and performance to enterprise goals, growth plans, workforce needs, and measurable business outcomes.
• Partner with HR and business leaders to clarify service ownership, anticipate demand, resolve delivery risks, and enable successful execution.
• Drive results across functions by establishing shared commitments, decision rights, handoffs, and accountability for end-to-end service delivery.
• Provide operational insights and recommendations that improve business readiness, team member experience, manager effectiveness, and HR capacity.
• Lead or support enterprise initiatives that require scalable, consistent, and timely HR service delivery.

Team Member & Manager Experience

• Deliver a consistent, responsive, and practical support experience for team members and managers.
• Ensure HR inquiries are resolved accurately, timely, and at the appropriate point of service.
• Expand adoption of established self-service and knowledge resources to make support easier to access and reduce administrative burden.
• Use service feedback and demand patterns to strengthen clarity, usability, and resolution effectiveness.

Operational Excellence & Service Governance

• Own the performance and continued evolution of the HR Service Center operating model as business needs and volumes grow.
• Maintain and scale the HR service catalog, standardized workflows, forms, knowledge articles, procedures, and service controls.
• Apply root-cause analysis and disciplined continuous improvement to address recurring issues, strengthen quality, and protect compliance.
• Ensure process changes are prioritized based on business value, service risk, customer impact, and capacity gained.
• Establish governance routines that reinforce consistent execution, clear ownership, and timely decisions.

Technology, Automation & AI Enablement

• Partner with HRIS and HR technology teams to scale proven service delivery capabilities and improve adoption.
• Expand effective use of case management, workflow automation, employee self-service, knowledge management, and AI-enabled solutions.
• Ensure technology investments translate into measurable improvements in capacity, service quality, cycle time, user experience, or cost effectiveness.
• Support responsible implementation and sustained use of new capabilities, including process readiness, change adoption, controls, and performance measurement.

Metrics, Insights & Performance Management

• Establish performance targets and operating rhythms using case volume, response time, resolution time, SLA performance, satisfaction, escalation trends, knowledge use, quality, and automation adoption.
• Use data to forecast demand, manage capacity, identify delivery risks, and prioritize actions that improve business outcomes.
• Prepare clear, decision-oriented insights and recommendations for HR and business leadership.
• Hold the team and service partners accountable for commitments, corrective actions, and sustained results.

Risk, Compliance & Controls

• Ensure HR services are delivered consistently