Assistant Director of HR Service

Job Details

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. This role focuses on developing talent and continuously improving the quality, efficiency, and impact of HR service delivery.

The HR Service Center is the first point of contact for employees through a case management system, phone, email, and in-person support, assisting with onboarding, benefits, Workday processes, policy questions, and general HR inquiries. The Assistant Director ensures the delivery of accurate, timely, compliant, and compassionate service, using data, feedback, and process improvement to enhance the overall employee experience.

This leader models effective relationship-building and provides guidance in a personable and approachable manner, going beyond technical support or transactional answers. The ideal candidate fosters confidence, connection, and clarity in every interaction. Success in this role is measured by team capability, service outcomes, and sustained improvement, not individual task volume.

.

ESSENTIAL FUNCTIONS AND 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 adheres 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.

SUPERVISORY RESPONSIBILITIES

This position is responsible for up to 8 full-time employees.

QUALIFICATIONS AND CREDENTIALS

Required

• 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.

Preferred

• 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.

ABILITIES AND COMPETENCIES ESSENTIAL TO THE FUNCTION OF THE JOB

Communication and Comprehension

• Ability to effectively communicate both verbally and in writing to convey clear, well articulated information.
• Ability to understand, speak, and write English in order to convey messages and correspond in an articulate and professional manner.
• Possess public communication skills that allow professional representation of Liberty University.
• Strong organizational skills.
• Strong basic computer skills.

Problem Solving

• Intuitively able to reason, analyze information and events, and apply judgment in order to solve problems of both a routine and complex nature.

Physical and Sensory Abilities

• May be required to sit to perform deskwork or type on a keyboard.
• Regularly required to hear and speak in order to effectively communicate orally.
• Regularly required to stand, walk, and climb stairs to move about the campus.
• Handle materials, reach overhead, kneel or stoop in order to conduct business.
• Regularly lift 10 or fewer pounds.

WORKING CONDITIONS

Work Environment

The working environment in which one will typically perform the essential functions of this position is a climate-controlled setting. It is well lighted, and the noise level is moderate. Working environment may include facilitation of events outdoors occasionally.

Driving Requirements

If the employee is required to travel in performing the duties and responsibilities of the position, the use of one’s personal vehicle (or LU vehicles) may be required for travel. Proof of a valid driver’s license, an acceptable DMV record, LU Driving Approval, and liability insurance is required when driving in the performance of the employee’s position.