Senior Human Resources Director - Shared Services

About the role

The Senior Director of Human Resources Shared Services leads the strategy, delivery, and continuous improvement of HR operational shared services across the organization.

Responsibilities

• Develop and execute the HR Shared Services strategy aligned with organizational and HR objectives.
• Lead and manage HR Shared Services teams, including HR Operations, Employee Services, HR Administration, HRIS support, and related functions.
• Establish service delivery standards, performance metrics, and service-level agreements (SLAs).
• Drive a culture of customer service excellence and accountability across HR operations.
• Serve as a key member of the HR leadership team, contributing to overall HR strategy and execution.
• Ensure consistent, efficient, and high-quality HR services across all employee populations.
• Enhance employee and manager experiences through streamlined processes and service delivery models.
• Oversee case management, employee inquiries, transactions, and escalation resolution.
• Implement self-service capabilities and knowledge management tools to improve accessibility and efficiency.
• Identify opportunities to standardize, simplify, and automate HR processes.
• Lead continuous improvement initiatives using Lean, Six Sigma, or other process improvement methodologies.
• Optimize workflows and eliminate operational inefficiencies.
• Manage process governance and documentation to ensure consistency and compliance.
• Partner with HRIS, IT, and business stakeholders to maximize the effectiveness of HR technology platforms.
• Support implementation, enhancement, and maintenance of HR systems and employee self-service tools.
• Drive adoption of digital solutions, automation, and AI-enabled technologies to improve service delivery.
• Ensure data integrity, reporting accuracy, and system controls.
• Ensure HR operations comply with federal, state, and local employment laws and regulations.
• Maintain strong controls around employee data privacy, security, and confidentiality.
• Oversee audit readiness and compliance reporting.
• Establish governance structures for HR policies, procedures, and operational standards.
• Develop and monitor key performance indicators (KPIs) related to service delivery, productivity, quality, and employee satisfaction.
• Leverage HR analytics to identify trends, improve decision-making, and support workforce strategies.
• Prepare executive-level reports and dashboards for HR and business leadership.
• Manage relationships with external service providers and HR technology vendors.
• Evaluate vendor performance and ensure contractual obligations are met.
• Identify opportunities for cost savings and operational efficiencies.
• Develop and manage departmental budgets and resource plans.
• Recruit, develop, and retain a high-performing shared services team by fostering a culture of collaboration, innovation, and continuous learning. This includes providing coaching, mentoring, and succession planning for team members.

Qualifications

• Bachelor's degree in Human Resources, Business Administration, Organizational Development, or related field.
• 15+ years of progressive HR experience, including significant leadership experience in HR Operations or Shared Services.
• 5+ years leading large-scale HR service delivery teams.
• Experience implementing and optimizing HR technologies and service delivery models.
• Strong knowledge of HR processes, employment regulations, and compliance requirements.
• Demonstrated success leading process improvement and transformation initiatives.
• Experience managing budgets, vendors, and cross-functional projects.

Physical Demands

• Frequently sits, uses hands to finger, handle, or feel objects, tools, or controls; and reaches with hands, talks, and hears.
• Frequently views a computer monitor and frequently uses a computer keyboard.
• Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and the ability to adjust focus.
• Regularly lifts and/or moves up to 10 pounds and occasionally lifts and/or moves up to 25 pounds.
• May occasionally work at construction work sites where the employee is exposed to moving mechanical parts, high precarious places, fumes or airborne particles, outside weather conditions, and risk of electrical shock.

Work Environment

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• While performing the duties of this job, the employee regularly works in an office or remote setting.
• The noise in the work environment is usually quiet to moderate in an office setting.
• The employee is required to work in compliance with company safety policies, procedures, and applicable laws.