The Head of Operational Excellence will play a significant role in steering HR Operations towards higher quality, efficiency and productivity by developing and implementing strategies that enhance ways-of-working and operational processes. Using a data-centric approach, the Head of Operational Excellence will lead the effort to systemically embed continuous improvement into daily operations, creating a virtuous circle to deliver outstanding employee experience through flawless operational delivery.

• Lead the development and implementation of continuous improvement strategies across the HR Operations space to enhance operational efficiency, quality and experience.
• Facilitate cross-functional teams in the analysis of processes, identification of inefficiencies, and the development of solutions to streamline operations.
• Partner with 3rd parties to deploy continuous improvement concepts (e.g. Lean, Six Sigma, and other operational excellence methodologies) to drive service improvements.
• Lead the effort to design and implement metrics, dashboards, and systems for tracking and reporting on operational performance and improvement initiatives.
• Establish and manage partnerships with multiple stakeholder groups (internal and external).

Required Experience And Capabilities

• 10+ years of progressive experience in various functions of HR, including at least seven years of progressive experience in shared services, global business services or global enablement.
• Proven success in using data to drive improved business results and to improve processes (e.g. improved service center metrics, reduced workload / staffing requirements, optimized case management, etc.).
• At least 5 years of experience in continuous improvement roles
• Highly skilled at building partnerships across different stakeholder groups (internal and external).
• Very effective communicator, with demonstrated story telling skills.
• Case management tools and telephony.
• Employee experience focus in the context of service centers.
• Implementation of Operational Excellence concepts / framework.
• Project management.
• Creative thinker, adept at challenging paradigms and finding new perspectives.
• Intellectually curious and self-driven.
• Leading through influence.
• Change management.

Highly Preferred Experience And Capabilities

• Vendor management.
• HR transformation in complex environments.
• Lean and Total Quality concepts, particularly as applied to manufacturing environments.
• Working effectively across cultures.