Director, HR Service Center Leader

Key Responsibilities

• Oversee the day-to-day operations of the HR services regional center, including manage HR service delivery processes and procedures across a multi-tier model
• Develop and implement HR strategies and initiatives that align with the overall business objectives of the company.
• Drive compliance with company policies and global procedures across service operations.
• Identify and implement process and practice improvements to ensure efficiency and effectiveness, SOPs, with a focus on employee experience.
• Drive transformation and case management to efficiency, and ability transform processes in different ways.
• Monitor and analyze case flow / feedback to identify trends and areas for improvement, in partnership with regional service leaders as input for change.
• Collaborate with leadership to identify and address service and talent needs within the region.
• Serve as a liaison to internal stakeholders and maintain KPIs and service level agreements.
• Lead and participate in HR projects and initiatives as needed.
• Provide coaching and development opportunities for HR service team members.
• Able to think strategically beyond tactical execution; strong analytical problem-solving skills and continuous improvement mindset.
• As a trailblazer in your own right, you’ll take ownership of complex cases and provide resolutions, ensuring each employee’s query is addressed with utmost care and attention.
• Additionally, you’ll serve as a leader to colleagues, providing training and coaching to shape the next generation of HR Services superheroes.

Qualification & Requirements

Who You Are

You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others.

Required Skills, Experience and Circumstances

• Minimum of 5+ years of leadership experience in the Human Resources field, specifically managing an HR Service Center
• Extensive experience in HR services, oversee the day-to-day operations of the HR services center
• Deep knowledge and expertise in HR service delivery processes and procedures across a multi-tier model
• Proficient in ServiceNow case management
• Ability to lead organization transformation projects
• Excellent interpersonal and communication skills, with the ability to collaborate effectively with diverse
• Solid problem-solving and analytical skills, sensitive to data and detail orientated
• Strong organizational skills, attention to detail, and the ability to manage multiple projects simultaneously
• Experience with people management
• Strong leadership skills
• Experience working with global teams
• Ability to build strong relationships with internal and external stakeholders

Preferred Skills and Experience:

• Bachelor’s degree / Advanced degree (MBA or Master’s in HR) is in Business/Human Resources or related program
• Advanced language skills (English, Spanish, Portuguese) to work in a global market

Benefits

• Competitive salary and benefits package
• Opportunities for professional growth and development
• A dynamic and inclusive work environment
• The chance to work with a leading global IT services company