Director, HR Services Delivery Center Leader (Americas)

Key Responsibilities

Strategy & Leadership

• Define and execute the HR Services Delivery Center strategy, aligned with enterprise HR and business objectives.
• Lead and develop a high-performing, multi-level HR services organization across the US, Canada and Latin America.
• Serve as a thought leader for HR service delivery, shared services, and operating model evolution.
• Champion a strong service culture focused on quality, accountability, and continuous improvement.

Service Delivery & Operations

• Own end-to-end delivery of HR transactional and administrative services, including (as applicable):
  • Employee data management
  • Add-On/Ancillary Services
  • Benefits and Comp administration
  • Onboarding and offboarding (Start and Depart processes)
  • Time, absence and attendance
  • HR case management
  • Reporting and compliance support
• Ensure consistent service levels (SLAs), KPIs, and customer satisfaction across all HR services.
• Proactively manage service risks, escalations, and issue resolution.

Employee Experience & Case Management

• Drive a seamless, consumer-grade employee experience through My Kyndryl platform (Knowledge Articles, Live Chat, Case Management).
• Use data, analytics, and feedback to continuously improve service quality and responsiveness.
• Ensure clear ownership, transparency, and timely resolution of employee inquiries.

Process Excellence & Transformation

• Lead process standardization, simplification, and re-engineering across HR services.
• Partner with HR Tech and CIO to implement automation, self-service, AI, and workflow solutions.
• Own the HR services roadmap for continuous improvement and innovation.

Governance, Risk & Compliance

• Ensure HR services operate in full compliance with local labor laws, data privacy (e.g., GDPR), and internal controls.
• Establish strong governance frameworks, documentation, and audit readiness.
• Manage vendor and outsourcing partners to ensure contractual performance and compliance.

Financial & Vendor Management

• Own the HR Services Delivery Center budget, cost management, and productivity targets.
• Track and report on cost-to-serve, productivity, and ROI of transformation initiatives.
• Lead vendor selection, contract negotiation, and ongoing performance management.

Stakeholder Management

• Act as the primary interface between HR Services and:
  • HR Business Partners
  • COEs (Talent, Rewards, L&D, etc.)
  • IT, Finance, Legal, and Compliance
• Provide regular insights and performance reporting to senior HR and business leadership.

Qualification & Requirements

Required

• 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

Benefits

No information available.