The Head of Service Delivery Excellence is an exceptional collaborator who brings teams and people together to deliver excellence in HR Operations across the enterprise. The Head of Service Delivery Excellence is an individual with a strong track record in leading HR Operations teams along their maturity journey, enhancing their strategic impact and value proposition.

• Foster an employee-centric culture enabled by innovation and change management.
• Collaborate to establish, implement, and drive the strategic direction of the organization’s HR operations.
• Effectively manage and leverage 3rd party vendors to ensure excellent employee experience and flawless operations, while delivering the value proposition of these engagements.
• Embed continuous improvement into daily operations to enhance operational efficiency, quality and experience.
• Collaborate across internal and external partners (e.g. COEs, HRPBs, BUs, vendors) to build and implement new processes and ways-of-working to improve the employee experience and streamline organizational processes.
• Lead with data. Establish and deliver quantitative and qualitative metrics, dashboards, guidelines, and standards by which the efficiency and effectiveness of HR Operations can be evaluated while identify opportunities for improvement.
• Build and maintain strategic partnerships and oversight of third-party vendors to ensure alignment to procedures, policies and guidelines.

• 10+ years of progressive experience in various functions of HR, including at least 5 years of progressive experience in shared services, global business services or global enablement.
• At least 5 years of experience in vendor management with multiple third-party partners, particularly offshore partners (Manila, India, etc.) within complex, global organizations
• Highly skilled at building partnerships across different stakeholder groups (internal and external).
• Proven success in working directly with HR teams to develop and implement solutions while balancing priorities.
• Grounded by business drivers when developing solutions toward achieving their objectives.
• Proficiency partnering strategically with cross-functional teams to identify and drive desired outcomes while appropriately anticipating and managing issues and risks.
• 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.).
• Case management tools and telephony.
• Employee experience focus in the context of service centers.
• Analytical skills with sharp business acumen, strong leadership, and a bias toward action.
• Experience developing integrated services across multiple third-party partners.
• Functional understanding of Workday, as well as experience building Digital First end-to-end processes.
• Very effective communicator, with demonstrated story telling skills.
• Strong consultative acumen.
• Exceptional change management skills.
• Project management experience.
• Creative thinker, adept at challenging paradigms and finding new perspectives.
• Intellectually curious and self-driven.
• Adept at leading through influence.

Highly Preferred Experience And Capabilities

• HR transformation in complex environments.
• Experience with Operational Excellence concepts / frameworks.
• Working effectively across cultures.
• Service Now, Power BI.
• US Payroll Experience