HR Operations & Service Expert

Key Responsibilities

• Lead complex service management portfolios and enterprise-wide operational initiatives.
• Provide guidance, coaching, and support to Lead Consultants and Service Managers on service issues, complex escalations, and operational priorities.
• Partner with senior HR and COE leaders to influence service strategy, governance, and operational roadmaps.
• Develop and mature service management frameworks, governance standards, and operating practices.
• Establish enterprise reporting, metrics, and analytics that provide transparency into service performance and operational effectiveness.
• Lead resolution of complex service issues, operational barriers, and cross-functional challenges.
• Conduct quality reviews and identify opportunities to improve service delivery consistency, compliance, and employee experience.
• Drive operational excellence initiatives that improve quality, efficiency, scalability, and effectiveness across the service delivery ecosystem.
• Ensure consistency and standardization across global service delivery partners and operating models.
• Lead vendor governance activities, service reviews, contractual performance discussions, and continuous improvement initiatives.
• Develop organizational capability through mentoring, coaching, knowledge sharing, and service management leadership.
• Partner with senior leadership to shape future-state service delivery capabilities and transformation initiatives.

Qualifications and Experience

• 7 or more years of experience in HR Operations, Shared Services, Service Delivery, Service Management, Vendor Management, HR Programs or related disciplines.
• Demonstrated success leading complex global operating models and HR service delivery functions.
• Strong executive presence with proven ability to influence senior leaders and enterprise stakeholders.
• Extensive experience driving operational transformation, governance, and continuous improvement initiatives.
• Proven experience managing global vendors, outsourced partnerships, and service performance frameworks.
• Demonstrated capability building, coaching, and leadership experience across complex operational environments.