Director HR, Service Delivery

Key Responsibilities

• Lead and Develop Team: Mentor and develop the HR Service Delivery team, including HR Field Partners, Specialist Services, Process Excellence & CI, and Data Analytics, ensuring high performance and professional growth.
• Foster Collaboration: Cultivate a culture of collaboration, accountability, and customer focus within the HR service organization.
• Coordinate with GES Functions: Work closely with other GES functions to ensure cohesive and aligned service delivery across the organization.
• Ensure Consistent Service Delivery: Maintain consistent service delivery across all HR support tiers and channels.
• Manage BPO Relationships: Oversee relationships and daily operations of BPO providers, ensuring adherence to SLAs and KPIs.
• Governance and Performance: Conduct regular governance and performance sessions with key stakeholders, providing insights and data-driven recommendations.
• Improve HR Service Delivery: Identify opportunities for improvement through standardization, automation, and outsourcing.
• Enhance Technology Capabilities: Collaborate with Digital HR and IT to optimize HR systems and tools.
• Ensure Data Integrity: Maintain data integrity and compliance across all HR systems and platforms.
• Align HR Services: Partner with HR Business Partners (HRBPs), Centers of Excellence (COEs), and other departments (e.g., IT, Finance) to align HR services with organizational goals.
• Support Enterprise Initiatives: Support enterprise-wide initiatives to ensure integrated, seamless service delivery.

Qualification & Requirements

• Proven leadership and team management experience in HR Operations or Shared Services.
• Strong knowledge and demonstrated experience of HR service delivery models, including tiered support and BPO oversight.
• Experience in employee relations, reward, engagement, performance management, and recognition programs.
• Ability to engage stakeholders and drive cross-functional alignment.
• Experience with global payroll operations highly preferred.
• Continuous improvement mindset focused on operational excellence and customer experience.
• Excellent communication, problem-solving, and organizational skills.
• Experience with SuccessFactors, ServiceNow and Payroll platforms desired.

Benefits

What we would like to offer you!

The opportunity to develop your career on a global stage, continuous learning through an on-demand learning platform, and a competitive compensation package including staff discounts, generous family leave policy, health & dental plan, competitive salary, 401K.