The Director, HR Operations Center, Americas will be responsible for the delivery of HR services for the Americas region. In this new role the Director, HR Operation Center, Americas will have the opportunity to shape the development of the HR Operations Center and build the team that the successful candidate will lead ongoing. The successful candidate will drive efficiency, effectiveness, cost and compliance for HR shared services, and manage the team responsible for HR Shared Services across multiple countries in the Americas region.

• Responsible for day to day management the HR Operations Center for the Americas region
• Collaborate globally with colleagues responsible for managing HR Operations Centers in other regions to ensure consistency in processes and to share best practices across regional teams
• Monitor and manage work to ensure delivery within Service Level Agreements.
• Drive a culture of continuous improvement and customer service
• Partner and collaborate with the Centers of Excellence and business facing HR to set and drive a culture of inclusion and engagement, talent development, and operational excellence.
• Drive the regional development, implementation and continual review of frameworks, operational and service delivery plans to ensure the effective management of the portfolio of activities, compliance with relevant legislation, and effective risk management within the regional Operations Center.
• Manage contracted services purchased or provided by consultants and contractors to support HR Operations within the region by ensuring performance delivery meets or exceed contractual agreements
• Support the initial set up and future service enhancements by capturing business requirements and leading service and technology testing and quality assurance efforts
• Ensure timely and accurate documentation of policies and procedures
• Partner with colleagues in HRMS to ensure optimization of SuccessFactors and other operational support systems
• Manage and direct activities for a team that spans multiple countries within the Americas region
• Direct the performance of services and ensure accountabilities for the quality integrity and accuracy of the services provided for the Americas region.
• Agree on regional service center training and development programs.
• Solicit customer feedback surveys. Reviews survey results and identify strategy to improve scores.
• Responsible for employee data integrity and data confidentiality.

Min. Qualifications

• 10+ years of experience in Human Resources with at least 5 years’ experience managing an HR Operations or Shared Services center for a large, employee intensive business/division; ideally having experience with a regionally dispersed workforce
• Experience leading the creation of a shared services center or shared services sub-function
• Demonstrated experience in building talent and engaging teams for improved performance
• A BS/BA degree from an accredited college/university; MBA or MA/MS preferred

Preferred Qualifications

• Possess functional expertise in project management, operational excellence, and governance/compliance
• Have the analytical skills to effectively analyze data, draw appropriate conclusions, and provide useful and insightful recommendations
• Good judgment and ability to deal with ambiguity well
• Be knowledgeable of cultural differences that exist across countries and how these might impact the development/execution of Human Resources strategies
• Highly collaborative orientation, with strong consultative, analytical and organizational skills
• Excellent written, interpersonal, and verbal communication skills
• Ability to set high level direction and yet still have high attention to details
• Authentic individual with impeccable integrity and level of professionalism
• Ability to handle and coach others how to handle difficult conversations confidentially and with empathy.
• Collaborative facilitator, excellent relationship builder, demonstrates compassion and loyalty for his/her colleagues across all business functions and levels.
• Languages English fluency required. Fluency in Spanish or Portuguese preferred.