HR Shared Services Manager, Leave, Accommodations & ER

About the job

About Our Company

We’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 Description

You 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 processes

Required 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 governance

Preferred 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 Sponsorship

Applicants 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 Collaboration

We 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 Salary

The 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-Time

Full time
Exempt/Non-Exempt

Exempt
Job Family Group

Human Capital
Line of Business

HR Human Resources
Ameriprise 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.