HR Shared Services Manager, Leave, Accommodations & ER

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. -…