This role focuses on HR deliverables in Compensation, Staffing, Employee Relations, and Benefits while leading and ensuring quality assurance and continuous improvement initiatives, leveraging data analysis and reporting for decision-making, and maintaining a strong customer focus. The Sr. Director collaborates closely with the Associate Deputy Chief on projects, and the development of high-performing teams. The Sr. Director ensures that business process, policies, procedures, and workflows align with Service Level Agreements (SLAs), Service Memos, the Dallas College mission and EEC’s vision to be a world-class Employee Experience Center providing service excellence to Dallas College faculty, staff, and students.

Operational Excellence

• Lead operational excellence and drive the resolution of operational issues, ensure consistency and compliance, and enhance the quality of transactional, administrative, and professional services provided by the EEC for Staffing, Benefits, Data Management/Compensation, and Employee Relations.
• Oversee daily service portals and ticketing system: Ensure timely resolution of issues and follow through with ServiceNow and Workday inquiries and tasks, facilitate compliance with SLAs and service standards for optimal customer care.
• Ensure high-quality service delivery to Dallas College administrators and employees, optimizing processes, standard and ad-hoc reports, and supporting strategic EEC initiatives and reporting.
• Collaborate on best practices. Work with EEC Leads under the Associate Deputy Chief’s direction to implement future state HR best practices and facilitate the development of high-performing teams in a shared services environment.
• Monitor and track key performance indicators KPIs and metrics to assess EEC service effectiveness and identify areas for improvement.
• Contribute to setting EEC goals and action plans aligned with HR and Dallas College’s strategic objectives.

Process Improvement

• Drive continuous improvement initiatives, fostering a culture of innovation and excellence in line with best HR practices .
• Develop and implement quality assurance processes, controls, and standards to ensure accuracy and consistency in HR services provided by each team.
• Identify opportunities for process improvements and efficiencies within EEC services: Staffing, Benefits, Data Management/Compensation, and Employee Relations intake.
• Monitor and evaluate the effectiveness of services provided, implementing corrective actions as necessary.
• Utilize data and analytics to identify trends, measure performance, and implement changes that enhance efficiency and employee satisfaction

Team Leadership and Development

• Assist the Associate Deputy Chief of the EEC in the daily operation and management of the EEC, team leads and staff promoting a collaborative, progressive, and inclusive work environment with a focus on compensation.
• Participate in developing clear goals, KPIs expectations, and performance standards to create a high-performing team.
• Facilitate regular team meetings and huddles to discuss priorities, share updates, and address challenges.
• Promote a collaborative and inclusive culture that encourages innovation and continuous learning.
• Conduct regular performance check-ins, provide constructive feedback, and support professional growth and development.
• Facilitate training and development programs to enhance EEC staff skills and competencies.

Stakeholder Collaboration

• In the absence of the Assoc. Deputy Chief and as assigned, represent the EEC in cross-functional meetings and initiatives, contributing to the broader goals of Dallas College.
• Engage with employees and leadership to gather feedback on EEC services and address concerns promptly.
• Collaborate with HR Business Partners, Centers of Excellence, and other stakeholders to ensure cohesive and coordinated HR service delivery.
• Stay current with industry trends, best practices, and regulatory changes affecting HR service delivery in higher education.

Strategic Support

• Collaborate with the Associate Deputy Chief of the EEC in developing and implementing strategic plans and initiatives.
• Support the alignment of EEC operations with Dallas College’s mission, vision, and values and HR best practices in higher education.
• Contribute to the development of EEC policies, procedures, and guidelines, ensuring consistency and compliance.

Required Knowledge, Skills, And Abilities

• Considerable experience in Human Resources: staffing, benefits, employee relations, and compensation.
• Proven experience in quality assurance, continuous improvement, and data analysis.
• Demonstrated ability to manage complex projects and drive process improvements.
• Strong analytical skills, with the ability to use data to inform decision-making and optimize operations.
• Knowledge of HRIS systems, service delivery platforms, and related technologies.
• Strong leadership and team management skills, with a focus on developing and motivating staff.
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Highly organized, with project management experience.
• Ability to work in a fast-paced environment and manage multiple priories effectively.

Physical Requirements

Normal physical job functions are performed within a standard office environment. Reasonable accommodation may be made for individuals with physical challenges to perform the essential duties and responsibilities.

Minimum Qualifications

• Bachelor’s degree in Business Administration, Human Resources, Management, or a related field. Advanced degree or relevant certifications are a plus
• Minimum of 5-7 years of experience in a management role, preferably within a shared services environment, HR, or employee experience function
• Excellent leadership, communication, and interpersonal skills
• Ability to think strategically and drive results in a complex and dynamic environment
• Strong problem-solving skills and the ability to handle sensitive and confidential information with discretion
• Strong administrative skills in advanced Excel and Microsoft Word
• 5 years of experience supervising teams
• Minimum of 3-5 years of experience with Workday and ServiceNow
• Bilingual or multilingual preferred.

***Will be subject to a criminal background check. Some positions may be subject to a fingerprint check. ***

Preferred Qualifications

• Proven experience in managing operations within a shared services or employee experience function
• LEAN 6 Sigma Experience
• Contact Center experience
• Contemporary forward thinking HR management experience
• 3-5 years Compensation/Payroll experience