VP, HR Services & Transformation – Americas
CBRE
United States, Texas, Dallas
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Salary
$124,000 - $174,000 Per Year
Rank
VP
Responsibility
Design/Transform
Scope
Regional
Workplace
100% in office
Functions
HR
IT
Reports to
Level
N-2
Travel Max:
0%
Posting Date
05-07-2025
Description
The Americas People Ops Transformation Leader will be responsible for defining strategy and implementing a new service center to support the Americas Region. This role will focus on developing a service catalog, establishing a tiered service delivery model, and use technology to increase the scope and scale of the current service center, driving continuous improvement. The ideal candidate will have extensive experience in customer service and HR operations transformation.
Key Responsibilities
- Strategic Vision and Planning: Develop and execute a comprehensive strategy for the new service center, aligned with business objectives. Identify areas for improvement, process optimization, and technology adoption.
- Service Catalog Development: Create and maintain a detailed service catalog that outlines the services provided.
- Tiered Service Delivery Model: Implement and manage a tiered service delivery model to efficiently triage HR support requests. Ensure issues are resolved at the appropriate level, from self-service and automated solutions for common inquiries to specialized support for complex cases.
- Case Management: Oversee the implementation of a robust case management system to track and manage HR support requests. Ensure timely resolution and high-quality service delivery.
- Continuous Improvement: Drive continuous improvement initiatives by analyzing performance metrics, identifying areas for enhancement, and implementing process improvements.
- Stakeholder Management: Communicate the transformation plan and objectives clearly to key stakeholders across the organization. Build consensus and address concerns regarding the change management process.
- Team Leadership and Development: Assemble and lead a high-performing team of HR shared services professionals. Provide coaching, training, and development opportunities to ensure team members possess the necessary skills to deliver excellent customer service.
- Performance Management: Manage the service center performance with clear KPIs to ensure quality. Track key performance metrics and analyze data to identify areas for further improvement.
Qualification & Requirements
- 10+ years of experience in HR, with at least 5 years in a leadership role within HR Shared Services.
- Bachelor’s degree in related field.
- Proven experience in managing global HR operations and leading large-scale HR operations transformation.
- Strong background in customer service, with a focus on delivering high-quality support and enhancing the employee experience.
- Proficiency in HR technology and systems, including HRIS, case management systems, knowledge management and self-service tools.
- Excellent communication and interpersonal skills to effectively collaborate with diverse People areas and business stakeholders.
- Expertise in process improvement methodologies like Lean Six Sigma.
Benefits
- Insurance Benefits
- Retirement Benefits
- Vacation Policy
- Other Perks and Benefits…
Company Profile
CBRE
Industry
Real Estate
Revenue
$30.83B
Employees
115,000
Fortune 500 Rank
#135
Global 500 Rank
NA
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