The role will lead the design, implementation, management, and governance of an effective and efficient HR Services operation. The primary focus is on ensuring a consistent and positive employee experience throughout the entire employee lifecycle from pre-onboarding to off-boarding. This position plays a crucial role in transforming the HR function from a service-oriented department to a strategic driver of talent management, business outcomes, and employee satisfaction.

As the leader of HR Operations team, you will play a critical role in designing, overseeing and optimizing the delivery of HR services to team member across the organization. Your expertise in establishing efficient HR operations, driving process improvement, and providing effective leadership will help enhance operational efficiency, improve the employee experience, and ensure compliance with applicable laws and regulations.

• Define operational direction of HR Operations, including establishing the operational model, designing and improving process, and implementing the systems of work and technology that support the team.
• Define service level agreement (SLAs) and performance metrics and develop control standards, including creating issue escalation matrix in collaboration with relevant departments like Risk Management. Oversee a team of HR Operations experts to deliver accurate and exceptional HR services to the broader HR team and team members, while actively driving improvements in the team’s overall performance.
• Set forth guidelines and protocols for managing team member inquiries, transactions, and the administration of HR Operations programs.
• Oversee the HR service desk, addressing employee inquiries and resolving issues promptly.
• Define, monitor, and ensure the provision of a complete set of performance measures that are applicable to the operational model of HR operations.
• Champion a positive employee experience by ensuring timely and accurate responses to team member inquiries.
• Collaborate with HR business partners to address complex team member cases.
• Partner with the HR Technology and Analytics team to deliver an exceptional employee experience throughout the entire life cycle of employment.
• Initiate and drive HR Operations process optimization and standardization while balancing the needs of the business.
• Implement best practices, standard operating procedures (SOPs), and process improvements. Stay informed about labor laws, regulations, and industry trends related to HR Operations.
• Ensure compliance with data privacy laws and maintain data confidentiality.
• Mitigate risks associated with HR processes and maintain audit readiness. Manage relationships with external vendors providing HR services (e.g., payroll, benefits administration). Negotiate contracts, monitor performance, and ensure service quality

• Bachelor’s degree in Human Resources, Business Administration, or related field (Master’s degree preferred)
• Minimum of 15 years of progressive HR experience, with at least 5 years in HR shared services leadership roles for sizable company, with a focus on HR service delivery, HR Operations, Payroll & HRIS management and a proven track record of establishing HR Shared Services Centers.
• Professional certifications in project management, process improvement, change management, or equivalent are advantageous.
• The ability to design and optimize HR processes for streamlining operations and ensuring efficient service delivery.
• Proficiency in HR technology systems and tools to effectively manage employee data, automate processes, and provide self-service options.
• Excellent communication and collaboration skills for effectively engaging with internal and external stakeholders, understanding their needs, and providing timely and accurate HR support.
• The ability to analyze complex HR issues, identify solutions, and make informed decisions for addressing employee concerns and resolving HR-related challenges.
• Experience in change management for successfully implementing new HR programs, policies, and systems, and ensuring smooth transitions for employees.
• Strong leadership and people management skills.
• Proficiency in HR technology and systems and market trends and latest technology development.
• Analytical mindset with a focus on continuous improvement.
• Strong problem solving and facilitation skill in driving change and implement new processes.