Director of Human Resources

ABOUT US

Ascend is the largest credit union in Middle Tennessee and one of the largest credit unions in the United States, with over $4 billion in assets. With an occupation-based field of membership, Ascend is focused on the expansion and diversification of the select employee groups it serves, which creates greater security for the credit union and its member-owners. Approximately 650 employees serve more than 260,000 members from 28 Middle Tennessee branch locations, Regional Operations Center, Teller Center and Corporate Headquarters. Ascend recognizes that its employees are critical to the credit union’s sustained success and future growth. Our employees are the face of the credit union and their personal successes fuel the success of the team. Through collaboration between employees, management, our membership and our Board, we fuel an engine that propels the credit union forward.

WHAT WE OFFER

Thank you for your interest in a career with Ascend Federal Credit Union! Being employed by Ascend is vastly different than just holding a job. The credit union prides itself on providing employees rewarding career opportunities, competitive benefits and a unique work culture. The credit union’s commitment to its employees is fostered by its commitment to the member-owners, ensuring dedicated and engaged employees to serve the membership. Ascend’s vision to be the most loved credit union in our market by employees and members alike has earned the credit union distinctions including Federal Credit Union of the Year (NAFCU, 2015), Best Credit Union to Work For (2016-2025) and Training MVP Awards (2015-2026).

WHAT YOU WILL DO EVERYDAY

The Director of Human Resources provides strategic and operational leadership for the organization's People Operations function, ensuring efficient, scalable, compliant, and employee-centered delivery of People services across the employee lifecycle. This role leads the operational infrastructure that supports the People function, including People Operations, Talent Acquisition, Benefits Administration, Leave Administration, Payroll, HR Technology, workforce analytics, vendor management, and operational service delivery.

Reporting to the Chief People Officer, the Director of Human Resources serves as the operational leader and integrator for the People function, translating People strategies into efficient, scalable, and high-quality operational practices. This role partners closely with various stakeholders to ensure operational excellence while delivering exceptional employee and manager experience.

 

HOW YOU WILL MAKE AN IMPACT

People Operation Strategy

• Develop and execute the operational strategy for the People Operations function in alignment with organizational and People priorities.
• Translate enterprise People strategies into scalable operational processes, systems, and service delivery models.
• Establish operational priorities, annual goals, and key performance indicators that support organizational growth and operational excellence.
• Build trusted partnerships through collaboration, consultation, and operational leadership that enable leaders and functional areas to achieve business objectives.

People Operations Excellence

• Lead the organization’s People Operations function, ensuring exceptional service delivery throughout the employee lifecycle.
• Develop standardized processes, service standards, governance practices, and operating procedures that improve efficiency, consistency, and quality.
• Continuously evaluate operational performance and implement improvements that enhance the employee and manager experience.
• Lead business continuity planning for People Operations and establish operational resiliency through documented procedures and cross-training.

Team Leadership

• Recruit, develop, coach, and lead a high-performing People Operations team.
• Foster a culture of accountability, collaboration, continuous improvement, customer service, and operational excellence.
• Establish performance expectations, provide ongoing coaching, and create development opportunities that strengthen team capability and prepare employees for future growth.
• Build operational knowledge and cross-functional expertise to ensure continuity across People Operations functions.

Employee Lifecycle Services

• Oversee operational execution of the employee lifecycle from recruitment through separation.
• Ensure timely and accurate onboarding, employee changes, transfers, promotions, offboarding, and records administration.
• Develop workflows that create a seamless employee experience while ensuring compliance and operational consistency.
• Maintain accurate employee records and documentation in accordance with legal and organizational requirements.

Benefits, Leave & Payroll Operations

• Provide operational leadership for benefits administration, leave administration, and payroll services.
• Oversee relationships with third-party administrators, payroll providers, brokers, carriers, and operational vendors.
• Ensure accurate, timely, and compliant administration of employee benefit and payroll programs.
• Partner with the Employee Relations team to support operational execution of leave administration, ADA accommodations, and related employment processes while maintaining clear ownership of compliance and employment practices within Employee Relations.

People Technology & Digital Transformation

• Serve as the business owner for HR technology and People systems.
• Develop the People technology roadmap in partnership with Information Technology and organizational leadership.
• Lead implementation, optimization, automation, and continuous improvement of People systems and digital solutions.
• Ensure data integrity, security, system effectiveness, and user adoption across all People technologies.
• Evaluate emerging technologies and recommend innovative solutions that improve operational effectiveness and the employee experience.

Workforce Analytics & People Scorecard

• Own the enterprise People Operations dashboard and operational workforce metrics.
• Develop executive and Board-level reporting that provides meaningful workforce insights.
• Partner with functional People leaders to consolidate enterprise People metrics into an integrated People scorecard.
• Analyze workforce data and operational trends to support strategic decision-making and continuous improvement.
• Establish governance for workforce reporting, data quality, and People analytics.

Governance, Risk & Operational Compliance

• Develop operational governance practices that support consistency, accountability, and operational excellence across the People function.
• Establish and maintain standard operating procedures, documentation, and operational controls.
• Identify operational risks and implement mitigation strategies that protect organizational effectiveness and business continuity.
• Support audits, regulatory reviews, and operational compliance initiatives in partnership with Employee Relations, Finance, Internal Audit, and business leaders.

Vendor & Partner Management

• Provide operational leadership for People vendors and strategic partners, including People technology, payroll, benefits administration, recruiting, background screening, learning platforms, recognition programs, and other People services.
• Establish performance expectations and service level agreements for operational vendors.
• Evaluate vendor performance and recommend opportunities to improve service quality, efficiency, and value.

Continuous Improvement

• Champion a culture of continuous improvement throughout the People function.
• Identify opportunities to simplify processes, improve service delivery, reduce administrative burden, and enhance operational effectiveness.
• Lead cross-functional improvement initiatives that strengthen efficiency, scalability, and employee experience.
• Leverage technology, automation, and data to modernize People Operations.
• Read all internal publications including HUB and Possibilities.
• Perform other duties as required or assigned.

WHAT YOU WILL NEED TO SUCCEED

• Bachelor's Degree in Human Resources, Business Administration, Psychology, or related field required
• 8-10 years of progressive Human Resources experience with strong operational focus required
• Deep expertise in employee relations, including complex and sensitive matters required
• Proven success in executing talent acquisition strategies and hiring outcomes required
• Demonstrated ability to build and implement processes, programs, and systems
• Hands-on experience with HCM/HRIS platforms (e.g., ADP, Workday, UKG)
• Hands-on experience with HR Acuity preferred
• Strong analytical capability with the ability to translate data into action
• Excellent project management skills with a track record of execution and follow-through
• Ability to think ahead while staying grounded in day-to-day delivery
• Strong communication and influencing skills across all levels of the organization
• Regular and reliable attendance is required.

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Ascend Federal Credit Union is an Equal Opportunity Employer.