Director, People & Culture Service Operations

Key Responsibilities

• Accountable for leading and scaling a team that delivers a broad, comprehensive range of P&C operational functions within a shared services model, including employee inquiries, advocacy and executive handling, onboarding, off boarding, P&C delivery, benefits, employee relations advice & counsel, investigations, and other P&C services.
• Develop short-term and long-range strategies for P&C operational objectives, stay informed about new developments, incorporate standard methodologies, anticipate future needs, and proactively find solutions.
• Display a high level of cultural awareness and sensitivity, with the skill to adapt communication styles to fit a variety of global business environments and contexts.
• Boost scale and capability through the team, demonstrating technology for optimization, automation, self-service, and chatbots.
• Collaborate with leaders in P&C and other collaborator teams to support enterprise initiatives, employee value proposition strategy, global process harmonizations, and cross-functional outcomes.
• Define, monitor, and report key service level metrics; establish internal controls for efficient execution and compliance.
• Strengthen team capabilities to provide excellent services through training, communication, and organizational change.
• Support the America’s region P&C community, develop positive relationships, and gain credibility by leading P&C operational services efficiently.
• Lead, grow, mentor, and advance the capabilities of America’s team members, providing clear goals, feedback, and development plans.

Qualification & Requirements

• Ideal candidates have an HR or equivalent experience, Business, or related degree; HR certification from AIHR, HRCI, SHRM, etc. is valued.
• 10+ years proven experience in People & Culture, with at least 3+ years at the manager or above level leading teams.
• Proven experience working within a Shared Services Operations team with a track record of exceeding service level agreements using metrics to measure, monitor, and report delivery.
• Proven experience in using ServiceNow or commercial-grade case management tools for work management.
• Experience using Workday as a core data system to support P&C operational activities.
• Experience in operational improvements, communications, leadership, and people management.
• Experience in key P&C proficiency areas: employee relations, benefits, employee data management, compliance, talent administration, reporting, learning administration, recruiting administration, total rewards, customer care, general inquiries, executive and advocacy support.
• Highly self-sufficient, skilled at leading in ambiguity, and making impactful, data-driven decisions in a performance-focused organization with the ability to plan, implement, measure, and scale.
• Passionate about improving employee experience, outcomes, and solutions (people, process, and technology).
• Proven success in presenting in a clear, concise manner, both verbal and written; collaborating, influencing, and establishing relationships.
• Ability to travel (<5%).

Benefits

No information available.