Director, HR Service Center Leader

The Role

HR Shared Service Center Leader

In our centralized HR function, you'll be at the forefront of providing direct support and guidance to our employees. You'll be the go-to person for resolving their issues and ensuring their needs are met promptly and efficiently. As an HR Services Leader you will navigate through a diverse range of HR-related transactions. From new-hire onboarding to performance evaluations, payroll, benefits, and even employee departures, you'll handle it all with finesse, making each interaction a positive experience.

Key Responsibilities:

• Oversee the day-to-day operations of the HR services regional center, including manage HR service delivery processes and procedures across a multi-tier model
• Develop and implement HR strategies and initiatives that align with the overall business objectives of the company.
• Drive compliance with company policies and global procedures across service operations.
• Identify and implement process and practice improvements to ensure efficiency and effectiveness, SOPs, with a focus on employee experience.
• Drive transformation and case management to efficiency, and ability transform processes in different ways.
• Monitor and analyze case flow / feedback to identify trends and areas for improvement, in partnership with regional service leaders as input for change.
• Collaborate with leadership to identify and address service and talent needs within the region.
• Serve as a liaison to internal stakeholders and maintain KPIs and service level agreements.
• Lead and participate in HR projects and initiatives as needed.
• Provide coaching and development opportunities for HR service team members.
• Able to think strategically beyond tactical execution; strong analytical problem-solving skills and continuous improvement mindset.

As a trailblazer in your own right, you'll take ownership of complex cases and provide resolutions, ensuring each employee's query is addressed with utmost care and attention. Additionally, you'll serve as a leader to colleagues, providing training and coaching to shape the next generation of HR Services superheroes.

Who You Are

You're good at what you do and possess the required experience to prove it. However, equally as important you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused someone who prioritizes customer success in their work. And finally, you're open and borderless naturally inclusive in how you work with others.

Required Skills, Experience and Circumstances:

• 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

Preferred Skills and Experience:

• Bachelor's degree / Advanced degree (MBA or Master's in HR) is in Business/Human Resources or related program
• Advanced language skills (English, Spanish, Portuguese) to work in a global market

What We Offer:

• Competitive salary and benefits package
• Opportunities for professional growth and development
• A dynamic and inclusive work environment
• The chance to work with a leading global IT services company