Director, HR Operations

This position leads the operational deployment of HR program and process services across the employee and leader life cycles. This involves integrated expertise in related technology, contact center and general operations management, business process transformation, and quality management.Position Roles/Responsibilities/Accountabilities Develops company wide processes for deploying HR programs and policies that meet established levels of service as agreed among HR Centers of Expertise/functional areas, HR leaders, and business leaders.
Builds and maintains a talented, dedicated and committed service center team of call/service specialists, payroll and benefits specialists, and business analysts to enable the organization to effectively execute both its’ HR customer service and HR business plans.
Guides the operational interpretation of the organization’s human capital strategy needs into process, data, operational, technical systems and customer satisfaction requirements; leads the strategic communication of those requirements into operational and technical solution designs.
Establishes and maintains required service levels, performance goals and compliance requirements while being responsive to changing HR organizational, business, technical, content and content requirements.
Directs HR applications development, integration and deployment initiatives, including the maintenance of technology system performance levels and management of disaster recovery programs.
Leads change initiatives to increase usage and adoption of enhanced support services.
Directs the overall HR vendor sourcing process; manages those contracts and Service Level Agreements for the core HR Operations function.
Establishes and utilizes frameworks to facilitate data driven decision making and reporting.
Maintains current knowledge and understands implications of various HR business, technology, regulatory and service trends.
Develops and manages HR Operations budgets and monitors business group utilization/spend/allocation.Position Qualifications Bachelor’s degree required with a demonstrated commitment to ongoing learning and development, such as advanced degree or classes, certifications, and workshops
Seven (7)+ years of increasingly responsible experience in integrated service center/contact center strategic operations management
Expertise in business requirements analysis and systemic solution design
Strong ability to reengineer processes and manage programs
Expertise in leading enterprise change
Ability to manage a portfolio of projects
Ability to conduct statistical analyses
Expertise in vendor management
Internal certification such as Six Sigma or external industry specific certification such as Call Center Industry Advisory Council (CIAC) or Customer Operations Performance Center (COPC) highly preferred.Competencies Use Sound Judgment
Apply Business Acumen
Deliver Results
Establish Accountability
Influence and Engage Others
Develop Superior Talent
Foster Open Communication
Inspire Trust
Build Collaborative RelationshipsExternal/Internal Dependencies HR Leadership Team
HR Centers of Expertise/functional areas
HR Business Partners
Field HR
General Employee, Leader and Retiree Population (Direct Service of Employees, Leaders and Retirees)
Information Technology
Multiple Vendors (Core HR Services; Technology Vendors- Software, Hardware, Technical Services)
REQUIREMENTS
Please see Job Description