Director, Peoples Services Business Operations

Key Responsibilities

Strategic Planning & Governance

• Own the global governance framework for People Services, ensuring clear accountability, escalation protocols, and decision-making structures.
• Partner with HR leadership and COEs to align People Services strategy with business priorities and transformation objectives.
• Lead annual and long-range process planning for the People Services function, including service delivery goals, process standardization, and scalability initiatives.

Demand Management & Operational Performance

• Oversee the intake, evaluation, and prioritization of new service requests, balancing complexity, impact, and resource availability.
• Facilitate prioritization and alignment discussions with HR leaders and governance bodies to drive effective decision making and to ensure demand aligns with enterprise initiatives.
• Provide transparency to the organization through dashboards and reporting on pipeline, performance, and outcomes.

Operational Excellence & Continuous Improvement

• Champion a culture of continuous improvement across global People Services teams.
• Drive global HR process design and standardization, ensuring scalability, consistency, and seamless integration of technology while enabling automation, digitization, and self-service.
• Monitoring and reporting adoption of tiered delivery models, ensuring scalability and efficiency.
• Leverage data analytics and KPIs to identify performance trends, root causes, and improvement opportunities.

Integration & Change Leadership

• Serve as a key leader in integrating People Services operations into acquisitions, driving governance, resource alignment, and system harmonization.
• Lead change management for major process, technology, or organizational changes impacting People Services, ensuring adoption and stakeholder engagement in alignment with ETO and OEC Syneos wide initiatives, goals, and strategies.

Resource & Financial Stewardship

• Lead resource and capacity planning for global People Services operations.
• Manage budgeting and cost optimization efforts, ensuring financial discipline and scalability.
• Working in partnership with overall People Services departments and wider HR vendor management to enable governance for vendor management, technology investment, and capability building.

Stakeholder Engagement & Influence

• Act as a strategic advisor to HR leadership, providing insights on service performance, risk, and operational priorities.
• Foster a strong partnership model between People Services, HRBPs, COEs, and business stakeholders.
• Drive communication and engagement strategies that reinforce service value and promote customer-centricity.

Qualification & Requirements

• Open to a 12-month fixed contract position requiring a hybrid work schedule.
• 10+ years in HR operations, shared services, or service delivery environments.
• Proven experience leading governance, planning, and performance functions in a global shared services or GBS context.
• Strong understanding of tiered HR service delivery models.
• Expertise in process improvement methodologies (LEAN, Six Sigma preferred).
• Strong analytical mindset with experience in service reporting and data visualization tools.
• Excellent communication and stakeholder management skills across global time zones and cultures.
• Experience in managing budgeting, demand planning, or capacity management.
• Experience in leading change management initiatives across functions, globally.
• Experience working in a fast-paced transformation environment, standing up processes, governance, setting standards and enabling change.

Benefits

The benefits for this position may include:

• A company car or car allowance
• Health benefits to include Medical, Dental and Vision
• Company match 401k
• Eligibility to participate in Employee Stock Purchase Plan
• Eligibility to earn commissions/bonus based on company and individual performance, and flexible paid time off (PTO) and sick time. Because certain states and municipalities have regulated paid sick time requirements, eligibility for paid sick time may vary depending on where you work. Syneos complies with all applicable federal, state, and municipal paid sick time requirements.