Assistant Director of HR Service

About the role

The Assistant Director of HR Service provides strategic and operational leadership for the HR Service Center and serves as the primary people leader for a team of HR Service professionals.

Responsibilities

• Provide direct leadership to the HR Service team by setting clear expectations, coaching performance, and fostering a culture of accountability, growth, and service excellence.
• Hire, onboard, train, evaluate, and develop HR Service professionals, with a strong emphasis on continuous learning and career progression.
• Own team performance outcomes across employee experience, quality, compliance, and operational efficiency, using defined metrics to guide decisions and improvement efforts.
• Manage daily service operations, including workflow prioritization, staffing coverage, and escalation of complex or sensitive issues to ensure consistent, timely, and high-quality service.
• Lead performance management efforts by using data, audits, and customer feedback to identify trends, address gaps, and recognize success.
• Drive service and process improvements by evaluating workflows, recommending enhancements, and implementing best practices that improve efficiency and employee experience.
• Develop, monitor, and interpret quantitative and qualitative reporting to support transparency, accountability, and informed decision-making.
• Partner with HR functional teams (e.g., Benefits, Payroll, Employee Relations, HRIS) to address recurring issues, improve handoffs, and advocate for service-related improvements.
• Collaborate with HR Information Systems to identify and prioritize technology enhancements that improve service delivery and usability.
• Contribute to broader HR initiatives by aligning service center goals with departmental and institutional priorities.
• Stay current on HR best practices, trends, and benchmarks, making recommendations to ensure the team remains effective, compliant, and forward-focused.
• Perform additional duties as assigned, demonstrating flexibility and commitment to HR’s mission and values.
• Strictly adhere to Liberty University policies, representing the University in an exemplary manner.
• Works effectively as a team member, embracing and fostering LU’s Christian model and Mission – Training Champions for Christ.

Qualifications

• Bachelor’s degree in Human Resources, Business, or a related field (or equivalent professional experience)
• Minimum of 5 years of experience in HR, service, or operations
• Demonstrated ability to lead, coach, and develop teams in a service driven or operational environment
• HR certification such as SHRM-CP or PHR or ability to achieve certification within 6 months of employment
• Broad understanding of HR operations and employee lifecycle processes, including benefits, recruiting, employee relations, and compliance
• Experience managing or supporting a shared services, HR Service Center, or high volume service environment
• Strong judgment, communication, and relationship-building skills with the ability to partner effectively across HR and the organization.
• Strong performance management skills, including setting expectations, using data and metrics, and delivering clear, development focused feedback
• Experience using HRIS systems (Workday preferred) and leveraging data to improve service outcomes
• Demonstrated success leading process improvement or service enhancement initiatives.