Lead HR Service Delivery Representative

About This Role

The Wells Fargo HR Operations team is seeking a Lead HR Service Delivery Representative to help evolve and scale our service delivery model. This role plays a critical part in optimizing operational processes through automation, artificial intelligence (AI), and data-driven insights to improve efficiency and enhance the employee experience. This position serves as a hands-on leader and subject matter expert, ensuring high-quality service delivery across HR operations while guiding the team through complex work, driving process improvements, and strengthening risk and control practices.

In This Role

• Ensure consistent, high-quality service delivery across HR operational processes, including employee document fulfillment, data administration, Power of Attorney and subpoena requests, and records compliance using tools such as Workday and ServiceNow
• Lead the design and implementation of new or enhanced processes, procedures, and self-service content, partnering with Product and Technology teams to leverage automation and AI capabilities (e.g., Copilot, Now Assist)
• Act as a subject matter expert to drive team performance and cross-functional effectiveness by providing guidance, resolving complex inquiries, and clarifying end-to-end workflows
• Translate customer feedback and survey results into actionable improvements by identifying trends, driving accountability, and ensuring follow-through across the team
• Execute and oversee complex operational work requiring sound judgment, risk awareness, and thoughtful planning; document decisions and escalate issues as needed
• Lead day-to-day work prioritization and workflow management, assigning and redirecting work, removing blockers, and serving as the first point of escalation for team members
• Coach and mentor team members by providing real-time support, training, and feedback, while modeling strong case management, attention to detail, and customer-focused communication
• Support and strengthen risk and control practices, including participation in control reviews and ensuring data integrity and compliance with established standards
• Identify opportunities to improve processes, tools, and controls through innovation, data analysis, and continuous improvement efforts

Required Qualifications

• 4+ years of Human Resources operations support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications

• Experience with Risk Control Self-Assessment (RCSA) practices, including control development, execution, and testing
• Experience reviewing and interpreting legal or compliance-related documents
• Strong quality review and audit skills with a focus on accuracy and detail
• Experience in HR process design, documentation, and procedure development
• Familiarity with HR technologies and emerging trends, including AI-enabled tools and automation
• Ability to conduct research and recommend process or business improvements
• Strong collaboration and stakeholder management skills across multiple functions and levels
• Excellent verbal and written communication skills
• Demonstrated critical thinking skills, including the ability to leverage data and analytics in decision-making
• Proficiency in Microsoft Office tools (Excel, Word, PowerPoint, Outlook)
• Strong attention to detail with a focus on data integrity, risk mitigation, and operational excellence

Job Expectations

• This position offers a hybrid work schedule
• This position does not offer visa sponsorship
• This position does not offer relocation