Director, HR Shared Services

Key Responsibilities

Shared Services Strategy and Operating Model

• Define and execute the HR Shared Services vision, scope, and operating model, including what is handled in Tier 1, what is escalated, and how work is routed and resolved
• Establish standardized processes, scripts, knowledge management, and service governance across inquiries and transactions
• Design the multi-channel support model, including case management, phone, email, text, chat and self-service, to meet the needs of field based and corporate populations
• Build a scalable approach to service delivery that supports growth, acquisitions, and organizational changes

Service Delivery, Case Management, and Escalations

• Own end to end service delivery performance, including responsiveness, resolution times, quality, employee satisfaction, and adherence to SLAs
• Ensure effective triage and escalation paths for sensitive or complex topics, including employee relations, leave accommodations, payroll exceptions, and legal risk items
• Monitor case quality and documentation standards to ensure complete, compliant records and consistent outcomes
• Partner with functional COEs to align guidance, update scripts, and ensure accurate resolutions

HR Transactions and Lifecycle Administration

• Oversee high volume employee lifecycle transactions, ensuring accuracy, controls, and audit readiness, including hires, job changes, transfers, promotions, leaves, and terminations
• Establish quality assurance, approvals, and segregation of duties to reduce risk and improve data integrity
• Partner with HRIS and Payroll to optimize workflows, automate transactions, and reduce manual work

Policy, Compliance, and Risk Management

• Ensure consistent interpretation and communication of HR policies, employment practices, and escalation protocols
• Maintain controls to support compliance with federal, state, and local requirements, including record retention and personnel file practices
• Identify trends that indicate compliance risk, systemic issues, or policy gaps, and drive corrective action in partnership with Legal, Compliance, and HR leadership

Knowledge Management and Employee Self Service

• Own the knowledge base strategy, including content standards, governance, and refresh cycles
• Increase employee self-service and manager self-service adoption through improved content, navigation, and guided workflows
• Partner with HR Technology to enhance digital experiences and reduce avoidable contacts

Analytics, Continuous Improvement, and Change Management

• Use case data, voice of employee feedback, and operational metrics to identify root causes and drive improvements
• Lead process redesign to remove friction, standardize practices, and improve cycle times
• Develop and manage change management plans for new policies, programs, tools, and acquisitions impacting employee support

People Leadership and Workforce Planning

• Lead, coach, and develop Shared Services leaders and representatives, building a culture of accountability, empathy, and continuous improvement
• Define staffing models, schedules, and coverage strategies to meet demand patterns, including peak periods such as enrollment, performance cycles, and high volume hiring seasons
• Build training, onboarding, and quality programs that ensure consistent capability and compliance

Stakeholder Partnership and Governance

• Establish a governance cadence with HR COEs and HR Operations to review metrics, escalations, policy changes, and improvement priorities
• Serve as the primary escalation leader for Shared Services service delivery issues and cross functional breakdowns
• Manage vendor relationships as applicable for case management tools, contact center support, or leave and benefits administrators

Qualification & Requirements

Required Qualifications

• Bachelor’s degree or equivalent experience in HR, Business, or a related field
• 8 to 12 years of progressive HR operations experience, including significant experience leading an HR Shared Services or HR service delivery function
• Proven experience leading multi-channel HR support and high-volume case management in a multi-state environment
• Strong working knowledge of employee lifecycle processes, HR policies, and employment law fundamentals
• Demonstrated ability to build operating rhythms, SLAs, quality controls, and knowledge management practices
• Experience partnering with HRIS, Payroll, Benefits, and Leave teams to resolve issues and improve end to end processes
• Strong people leadership experience, including hiring, performance management, and capability building

Preferred Qualifications

• Experience supporting a frontline heavy, hourly workforce with high transaction volume and timekeeping complexity
• Experience with HR case management tools and knowledge base governance platforms
• Experience with UKG Pro, Oracle, and SalesForce CRM and integrated HR ecosystems, including time, payroll, and talent platforms
• Experience leading service delivery through transformation, centralization, acquisitions, or major policy and program changes
• Lean, Six Sigma, or continuous improvement background

Key Competencies

• Service leadership and employee experience orientation
• Operational rigor, metrics driven management, and continuous improvement
• Sound judgment, risk awareness, and escalation management
• Clear communication, coaching, and stakeholder influence
• Process design, standardization, and change leadership

Working Conditions

• On site expectations based on business needs, with regular engagement with HR and business stakeholders
• May require occasional travel to support field operations and major sites

Benefits

No information available.