Director, Global People Services Center (HR Shared Services)

Key Responsibilities

Strategic Leadership & Oversight:

• Lead and Optimize Global People Services: Own the global People Services Center operations, driving strategy, execution, and continuous improvement across all facets of the service delivery lifecycle, including HRIS and People Systems, Ticketing System, compliance, and general People inquiries.
• Vision & Strategy: Develop and execute a vision for the People Service Center that aligns with Flywire’s growth, culture, and People team strategy. Ensure the evolution of our service delivery model to meet the needs of a growing, international workforce.

Operational Excellence & Continuous Improvement

• Service Center Operations: Oversee the daily management of global service desk operations, ensuring the efficient handling of employee requests, incidents, and inquiries through the ticketing system (Jira), in accordance with SLAs and global best practices. Responsible for operational services that are consistent, scalable, and capable of driving efficiencies to support organisational scaling.
• Process Optimization & System Innovation: Spearhead efforts to improve system configurations, workflows, and operational processes. Collaborate with IT, People Systems, and vendors to ensure our People service technologies (HRIS, talent management) are optimized for performance, scalability, and ease of use.
• Global Compliance: Drive the People Service Center’s compliance with global, regional, and local labor laws, data privacy standards, and internal policies. Partner with cross-functional and regional teams to proactively manage compliance across multiple jurisdictions, optimizing country-specific employment practices. Lead audit preparation by ensuring accurate documentation, controls, and processes are in place to meet regulatory and audit requirements.
• Reporting: Develop and maintain reporting dashboards to track operational performance, monitor compliance risks, and support audit readiness. Analyze data to identify areas for improvement and present key compliance metrics and insights to senior leadership to drive informed decision-making.

Stakeholder Management & Collaboration

• Cross-Functional Collaboration: Build strong relationships with key stakeholders across the People team, IT, and other departments. Act as the liaison to ensure alignment between People needs and operational capabilities, driving integrated solutions that improve efficiency and the employee experience.
• Executive Reporting: Regularly report on People Service Center performance, offering insights and recommendations to senior leadership. Use data and feedback to shape strategic decisions and drive continuous improvements.

Employee Experience & Customer Service

• Elevate the FlyMate Experience: Champion an exceptional employee experience by ensuring that FlyMates receive timely, accurate, and empathetic responses to their People-related inquiries. Act as an advocate for employees’ needs while balancing operational efficiency.
• Scalability & Globalization: Scale the People Service Center to meet the needs of a rapidly growing, global workforce. Ensure the service experience is tailored to different regions while

Change Management & Innovation

• Lead Change Management Initiatives: Drive process transformation, implementing AI-driven technologies to refine workflows that optimize service delivery and enhance the employee experience. Leverage AI tools to streamline operations, improve decision-making, and create more efficient processes that align with business goals.
• Continuous Learning & Development: Foster a culture of learning within the People Service Center team, ensuring the team is equipped to handle evolving AI technologies, compliance changes, and business growth.

People Systems Management & Optimization

• Own the operational management of People Systems across all platforms, ensuring the systems are fully implemented, integrated, functioning efficiently, and aligned with business needs.
• Oversee the administration, configuration, and optimization of HRIS (Human Resource Information Systems) and other People-related platforms, ensuring they are scalable, secure, and user-friendly for all stakeholders.
• Ensure seamless integration of People Systems with other business-critical platforms (e.g., Payroll, Finance, IT) to support data flow and operational efficiency.
• Partner with IT, HR, and other business units to assess, implement, and manage new system functionalities and upgrades to enhance service delivery and user experience.
• Drive system and process automation initiatives, utilizing AI and technology to reduce manual intervention, enhance accuracy, and improve service responsiveness.
• Provide ongoing technical support and troubleshooting for People Systems, ensuring timely resolution of system-related issues.

People Data & Reporting

• Establish and maintain robust reporting frameworks across People Systems, focusing on key performance metrics such as case resolution times, service quality, system usage, and employee satisfaction.
• Utilize data insights to generate actionable recommendations for improving People Services and People System performance.
• Regularly review and provide reporting to senior leadership on People Service Center and People Systems performance, highlighting trends, areas for improvement, and opportunities to optimize workflows.

Qualification & Requirements

• Proven Leadership: 8+ years of experience in global People Operations and/or Shared Services (Service Center), including at least 4 years in a leadership role overseeing global teams.
• Strong track record of managing and optimizing People Service Centers in multinational, fast-paced environments.
• People Systems: Proven experience leading system setup and end-to-end HRIS transformation projects, including process design, data migration, configuration, testing, and rollout. Preferred systems experience includes BambooHR, Lattice, and Oracle, with a strong understanding of how these platforms integrate to support scalable operations
• Strategic Thinker with Operational Focus: Ability to develop long-term strategies while driving day-to-day operations. You understand both the big picture and the granular details that make an operations team successful.
• Global Expertise: Deep knowledge of global HR processes, systems (HRIS, payroll, benefits), and compliance requirements. You have led People services across multiple regions and understand how to balance consistency with local requirements.
• Continuous Improvement Champion: Experience in leading change management initiatives and driving process improvements that enhance service delivery. You thrive in creating and implementing innovative solutions.
• Strong Communication & Executive Presence: You possess exceptional communication skills, both verbal and written, and have the ability to interact with executives, cross-functional partners, and frontline employees. Your stakeholder management skills allow you to build trust and influence decisions at all levels.
• Data-Driven & Results-Oriented: Strong analytical skills and a focus on using data to drive decisions and improvements. You can assess performance metrics, track trends, and develop actionable insights.
• Growth Mindset: A passion for helping organizations scale effectively, and a startup mentality that embraces change and seeks innovative solutions. You are adaptable, flexible, and thrive in a dynamic environment.

Benefits

• Competitive compensation, including Restricted Stock Units
• Employee Stock Purchase Plan (ESPP)
• Flying Start – Our immersive Global Induction Program (Meet our Execs & Global Teams)
• Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #InsideFlywire on social media
• Dynamic & Global Team (we have been collaborating virtually for years!)
• Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates
• Be a meaningful part in our success – every FlyMate makes an impact
• Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days!
• Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)