HR Operations and Service Delivery delivers service and support for HR processes and programs to employees across Wells Fargo. Our team is seeking a HR Operations Director (Business Execution Director) who will help deliver HR Operations and Service Deliverykey priorities including proactively and effectively maturing our service delivery model with technology, service modeling, analytics, process management and ongoing operational efficiencies.

• Develop the overarching strategy and plan to mature the service delivery model and socialize with leadership and key stakeholders to gain support.
• Act as an advisor to leadership to drive performance against the service delivery model and initiatives, and develop and implement information delivery, presentations, and analysis.
• Provide direction and expertise to leadership to identify and implement tool enhancements related to both ServiceNow and Workday.
• Manage the inventory of intake methods into HROSD and create a plan to migrate to an automated solution (ServiceNow).
• Mature the use of dashboards and metrics for both daily operational management and executive decision making.
• Manage the loudspeaker program and voice of the customer council to provide timely responses, track trends and suggest improvements.
• Monitor outliers in the Service Delivery Model (aging, backlogs, reassignments, significant SLA breaches).
• Drive user adoption of toolset and knowledge providing input into product roadmap. Assess the use of knowledge articles and non-ServiceNow artifacts with Product support to enhance virtual agent, Employee Care enablement, search functionality, etc.

Required Qualifications:

• 8+ years of Business Execution, Implementation, or Strategic Planning experience, including Management experience, or equivalent experience demonstrated through one or a combination of the following: work experience, training, military experience, education.
• 4+ years of management experience

Desired Qualifications:

• People manager within a HR shared service environment.
• Experience with ServiceNow and Workday; either implementing or enhancing within a shared services environment.
• Six sigma, process improvement/excellence experience
• HR Operations leadership experience in a large scale, complex, global organization (preferably financial services)
• Experience developing metrics (i.e., KPIs, KRIs) and reporting.
• Experience managing large-scale HR initiatives or programs.
• Experience writing or updating procedure or writing issue summary memos.
• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important.
• Ability to quickly establish credibility to build and maintain effective working relationships.