The Director, HR Solutions enables best in class employee experiences by leveraging technology, continued process improvements, and data to enable informed decision making.
Ensures that the HR Solutions team delivers effective HR services to their geography of responsibility, ensuring excellent delivery and customer service experience to all employees and people leaders.
This role is responsible for establishing a well-performing operation that meets quality standards / measures, drives productivity improvements and achieves operational excellence as measured internally and against external benchmarks.
The HR Solutions Geo Leader ensures successful delivery by implementing best-in-class systems and processes from the portfolio of HR Solutions offerings.
This role supports the HR Solutions global strategy and drives a continuous improvement mindset in the organization.
Key Responsibilities :
Direct the work of HR Solutions through senior individual contributors and / or managers while leading and developing strategies, frameworks, and methodologies for the assigned geographical area that align to broader HR and business objectives.
Monitor and drive performance across HR systems, administrative processes, employee experience trends, etc., and implement enhancements in support of continuous improvement for all centers.
Develop a robust strategic talent development and succession plan in alignment with functional growth strategies across the HR Solutions organization
Develop, lead the implementation, and direct a robust control infrastructure and governance within the HR function inclusive of processes, procedures, operational standards and systemically driven controls that support compliance with regulatory requirements, company policy requirements, and to mitigate identified risks
Identify, develop and lead the implementation of business-focused HR metrics. Measure the effectiveness of HR service delivery by developing and ensuring appropriate execution of Key Performance Indicators (KPIs) and other performance measures
Take ownership / stewardship of HR value generation, including operational plans and budgets. Has the mandate to invest in service delivery improvements to increase employee experience, satisfaction, as well as, process efficiency and effectiveness
Ensure that HR systems and technology support and enable HR operational and transactional processes, as well as, provide an optimal user experience for company managers and employees
Lead any audits and validations of HRS transactions. Examine and verify HRS related data for accuracy and consistency.
Authorize or approve transactions as necessary
Oversee all HR vendor strategy (insourcing / outsourcing), contracts and service-level agreements
Schedule resources to ensure uninterrupted service to managers and employees during operational hours
other Incidental Duties
Education and Experience :
Bachelor's Degree or Equivalent in Human Resources, Business, Management, Organization Development, or related field Required
Master's Degree or equivalent Preferred
Global / Regional leadership position held in an HR shared service type environment
Significant experience in a senior HR role (essential) within a global organization
Experience in leading transformation projects in business operations, HR transformation and shared services Preferred
Additional Skills :
Experience managing multiple projects concurrently, demonstrating a sense of urgency and results orientation
Demonstration of strong leadership, communication, and interpersonal skills
Experience working, monitoring, and interacting with third-party vendors
Experience working collaboratively to facilitate the delivery of HR support in numerous locations
Experience and understanding of HR enabling technologies (e.g., case management, employee and manager self-service) and how they work within a customer service business environment (ServiceNow preferred)
Experience with an ERP system (Workday preferred)
Experience with Microsoft tools and applications required
Knowledge of standard business practices and professionalism in a customer service environment
In-depth knowledge of HR principles, theories and concepts; knowledge of federal laws and regulations
Expert knowledge of current and upcoming trends, thought leadership, and leading practices
Demonstrate exceptional customer service, teamwork, and leadership in a virtual or co-located team-based environment
Demonstrate a high degree of confidentiality and sensitivity to compliance-related matters Thorough understanding of the critical success factors for HR shared services
Ability to influence others, lead, mentor, and delegate as appropriate
Ability to process complex information and identify solutions
Ability to provide coaching and feedback to employees
Ability to apply pragmatic approaches to ambiguous situations
Ability to work seamlessly across cultures, virtually and build relationships in an evolving and fast-growing organization
Strong project management and process improvement skills
Proven ability to leverage technology to improve operations
Demonstrate agile and innovative thinking
Strong attention to detail
Good situational judgment and conflict resolution
Excellent verbal and written communication skills, fluent in English and any additional required language (both written and spoken)
Strong business acumen
Operate with a global mindset
Support a culture of continuous improvement