Manager of HR Service Center

Xcel Energy•Minneapolis, MN

About The Position

Are you looking for an exciting job where you can put your skills and talents to work at a company you can feel proud to be a part of? Do you want a workplace that will challenge you and offer you opportunities to learn and grow? A position at Xcel Energy could be just what you’re looking for. Position Summary Responsible for the strategic and operational oversight of a third-party vendor delivering HR call center services. Ensures high-quality, consistent, and compliant employee experience across all HR inquiries while monitoring defined service level agreements (SLAs), performance metrics, and cost targets. Serves as the primary liaison between internal HR stakeholders and the vendor, driving continuous improvement, issue resolution, and alignment with organizational HR policies and priorities. Essential Responsibilities Vendor Management & Governance – Serves as the primary relationship owner for the outsourced HR Service Center vendor. Establish, monitor, and enforce service level agreements (SLAs), key performance indicators (KPIs), and contractual obligations. Lead regular vendor performance reviews, including root cause analysis and corrective action plans. Partner with Supply Chain and HR leadership on contract management, renewals, and escalations. Ensure vendor adherence to data privacy, confidentiality, and security standards. HR Service Center Delivery Oversight – Ensure the HR Service Center meets business needs in responding to HR inquiries across areas such as benefits, payroll, leave administration, HR policies, onboarding, and employee lifecycle events. Ensure accurate, timely, and consistent responses aligned with HR policies, procedures, and compliance requirements. Oversee call quality, case management, first‑contact resolution, customer satisfaction, and escalation handling. Maintain service center knowledge management standards, procedures, scripts, and escalation paths to support the vendor in providing services. Stakeholder Partnership – Collaborate closely with HR Centers of Excellence (Benefits, Payroll, HR Technology, HR Operations, HRBPs, Workforce Relations, etc.) to ensure seamless service delivery. Serve as a point of escalation and work with internal HR Service Center team to address complex, sensitive, or highly urgent employee issues requiring cross-functional resolution. Translate business needs and policy changes into operational requirements for the vendor. Review and coordinate with HR Technology and IT on any vendor-proposed technology enhancements. Continuous Improvement & Analytics – Analyze HR Service Center data, trends, and feedback to identify opportunities for process optimization and automation. Drive continuous improvement initiatives to enhance efficiency, quality, and employee experience. Drive adoption of self-service tools to improve resolution time and reduce call volume. Partner with vendor to create enhanced reporting capability and performance dashboards for HR leadership. Compliance & Risk Management – Ensure HR Service Center operations comply with company policies, the company’s collective bargaining agreements, and federal, state, and local laws, including HIPPA, ERISA, COBRA, etc. Ensure data integrity is maintained. Leadership & Change Management – Provide direction and oversight to internal HR Service Center staff. Lead change management initiatives related to policy updates, system implementations, or other transitions. Champion a customer service-oriented culture.

Requirements

Bachelor’s degree in Human Resources, Business Administration, related field, or an equivalent combination of education and experience.
At least eight years of progressive HR experience, with at least 3 years in HR operations, shared services, or service center environments.
Familiarity with HRIS case management systems and knowledge management platforms (e.g. ServiceNow, Workday, etc.).
Strong knowledge of HR processes, policies, and federal/state regulations pertaining to HR administration.
Strong communication, organizational, project management, and stakeholder management skills.

Nice To Haves

Strongly prefer previous experience in managing an HR call center.
Demonstrated experience managing and governing third-party vendors.
HR certification (PHR, SPHR, SHRM-CP, SHRM-SCP).

Responsibilities

Vendor Management & Governance – Serves as the primary relationship owner for the outsourced HR Service Center vendor.
Establish, monitor, and enforce service level agreements (SLAs), key performance indicators (KPIs), and contractual obligations.
Lead regular vendor performance reviews, including root cause analysis and corrective action plans.
Partner with Supply Chain and HR leadership on contract management, renewals, and escalations.
Ensure vendor adherence to data privacy, confidentiality, and security standards.
HR Service Center Delivery Oversight – Ensure the HR Service Center meets business needs in responding to HR inquiries across areas such as benefits, payroll, leave administration, HR policies, onboarding, and employee lifecycle events.
Ensure accurate, timely, and consistent responses aligned with HR policies, procedures, and compliance requirements.
Oversee call quality, case management, first‑contact resolution, customer satisfaction, and escalation handling.
Maintain service center knowledge management standards, procedures, scripts, and escalation paths to support the vendor in providing services.
Stakeholder Partnership – Collaborate closely with HR Centers of Excellence (Benefits, Payroll, HR Technology, HR Operations, HRBPs, Workforce Relations, etc.) to ensure seamless service delivery.
Serve as a point of escalation and work with internal HR Service Center team to address complex, sensitive, or highly urgent employee issues requiring cross-functional resolution.
Translate business needs and policy changes into operational requirements for the vendor.
Review and coordinate with HR Technology and IT on any vendor-proposed technology enhancements.
Continuous Improvement & Analytics – Analyze HR Service Center data, trends, and feedback to identify opportunities for process optimization and automation.
Drive continuous improvement initiatives to enhance efficiency, quality, and employee experience.
Drive adoption of self-service tools to improve resolution time and reduce call volume.
Partner with vendor to create enhanced reporting capability and performance dashboards for HR leadership.
Compliance & Risk Management – Ensure HR Service Center operations comply with company policies, the company’s collective bargaining agreements, and federal, state, and local laws, including HIPPA, ERISA, COBRA, etc.
Ensure data integrity is maintained.
Leadership & Change Management – Provide direction and oversight to internal HR Service Center staff.
Lead change management initiatives related to policy updates, system implementations, or other transitions.
Champion a customer service-oriented culture.

Benefits

Annual Incentive Program
Medical/Pharmacy Plan
Dental
Vision
Life Insurance
Dependent Care Reimbursement Account
Health Care Reimbursement Account
Health Savings Account (HSA) (if enrolled in eligible health plan)
Limited-Purpose FSA (if enrolled in eligible health plan and HSA)
Transportation Reimbursement Account
Short-term disability (STD)
Long-term disability (LTD)
Employee Assistance Program (EAP)
Fitness Center Reimbursement (if enrolled in eligible health plan)
Tuition reimbursement
Transit programs
Employee recognition program
Pension
401(k) plan
Paid time off (PTO)
Holidays
Volunteer Paid Time Off (VPTO)
Parental Leave Benefit plans are subject to change and Xcel Energy has the right to end, suspend, or amend any of its plans, at any time, in whole or in part.
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