Reporting to the Director, this job is responsible for the direct management of three Group Leaders who focus on employee benefit administration and employee inquiries, Workday transaction and onboarding support, and HR operations and auditing.

• Lead, coach, manage and develop Human Resources Service Center Team
• Manage a high performing Human Resources Service Center Team working with group leaders to handle highest level of escalated HR issues, liaison with HR leaders as needed to resolve conflicts or questions and serve as the HR Operational subject matter expert for MITRE.
• Demonstrate ability to drive ongoing improvements through standardizing and consolidating processes in support of HR strategic goals. Identify problem areas in service delivery processes, troubleshoot issues and recommend solutions. Work across HRSC leadership team and People, Learning, and Growth Sector leadership team to plan and execute changes or improvements.
• Collaborate with HRIT (Workday-based), Centers of Excellence (COEs), and HR Business Partners to provide optimized and consistent HR experiences, processes, and outcomes for MITRE employees.
• Drive operational performance and service excellence within the Human Resources Service Center team and achieve objectives that you will create in partnership with Director.
• Ensure that there are suitable human resources governance practices in place to protect the business, including legal and regulatory compliance, through the HR Operational team. Stay abreast of current issues and upcoming trends in Human Resources, providing recommendations for consideration to Director.
• Accountable for human resources data privacy and security, rapid response to privacy issues, and handling of sensitive cases for MITRE stakeholders (legal, HRBPs, and employee relations).
• Accountable for HR service center process documentation and desk procedures for assisted support, build appropriate use cases for enhancement of technology and/or artificial intelligence in HRSC and HR Operations at large.
• Support re-design of HR websites to support better delivery of information.

Basic Qualifications:

• Requires a minimum of 12 years of related experience with a bachelor’s degree; or 10 years and a master’s degree; or equivalent combination of related education and work experience.
• At least 3 or more years of management experience in the human resources field
• Experience operating shared services in Workday.
• Experience in a government contracting, professional services, or high-tech organization.
• End-to-end process understanding, ability to develop and maintain processes, and HR service center procedures.

Preferred Qualifications:

• Demonstrated experience solving complex shared service issues.
• Exceptional written and verbal communication skills and sound influential skills
• Ability to effectively manage several objectives simultaneously while prioritizing and driving strategic plans.
• Process improvement oriented and the ability to make recommendations and decisions.
• Strong analytical skills with the ability to work through processes, identify and implement process improvements and resolve complex situations.
• Flexible and proactive problem solver
• Demonstrated success in a dynamic, frequently changing, and fast paced environment.