Head of HR Shared Services

Key Responsibilities

• Strategic Leadership: Lead the transformation to a tiered service delivery model, setting the vision and strategy to enhance quality, compliance, and efficiency.
• Enterprise Leadership Partnership: Develop strong, collaborative working relationships with Talent and Enterprise leadership team including the CPO and CFO to understand needs, align on priorities, and jointly drive a strategic agenda for HR service delivery transformation and operations.
• Operational Management: Oversee the operations of the global ERC team, ensuring consistent service delivery and achievement of key performance indicators (KPIs) related to service levels (SLAs), time-to-resolution (TTR), and customer satisfaction (NPS).
• Process Improvement & Centralization: Drive the continuous improvement, standardization, and centralization of Talent processes into the ERC, identifying opportunities for automation and efficiency gains. Oversee the absorption of additional Talent workstreams.
• Tech Innovation: Thinking AI-first, lead the strategy and implementation of new technologies, including generative and agentic AI. Have a strong handle on evolving options in the market, lead RFPs and evaluate options, decide whether to build vs. buy, and ultimately implement AI-driven solutions, ensuring accuracy, strong customer experience, compliance and security. Additionally, work with the Tech team to optimize our Workday configuration, and ensure strong knowledge management and ticketing functionality.
• Team Leadership & Development: Manage and develop a global team of Talent Ops professionals, fostering a culture of continuous improvement and customer focus.
• Vendor & Offshore Management: Oversee relationships with external vendors, including the offshore service provider (OSL), ensuring performance standards are met, and scale the program effectively.
• Stakeholder Collaboration: Partner closely with leaders across Talent (including HRIS, Total Rewards, Talent Business Partners), Tech, Finance, and other departments to align on priorities, manage dependencies, and ensure successful execution of ERC initiatives.
• Reporting & Analytics: Oversee the development and automation of operational and customer experience reporting and capacity modeling to track performance, identify trends, and inform strategic decisions. Ensure key metrics are centralized and accessible.
• Risk Management: Identify and mitigate risks associated with ERC operations and strategic initiatives, particularly concerning technology dependencies and implementation complexities.

Qualification & Requirements

• Bachelor’s degree in Business Administration, Human Resources, or a related field.
• Significant experience (typically 15+ years) in HR operations, shared services, or a similar environment.
• Proven track record of leading large-scale transformations and process improvement initiatives within an HR or other business function.
• Strong understanding of HR service delivery models, technologies (including HRIS like Workday, case management like ServiceNow, and AI/Chatbots), and best practices.
• Experience using AI to drive improved outcomes and greater efficiency.
• Demonstrated experience in managing successful vendor relationships, including offshore partners.
• Excellent analytical and problem-solving skills, with the ability to use data to drive decisions.
• Strong project management and change management skills.
• Exceptional communication, influencing, and stakeholder management abilities.
• 10+ years of experience leading large global teams (40+) and experience leading managers.

Benefits

No information available.