· Lead the day-to-day HR Shared Services operations (US/OUS Region)
· Ensure consistent execution of HR services while meeting established service level agreements (SLAs), quality standards, and operational KPIs.
· Monitor workload distribution across workstreams, case management, service performance, and operational health.
· Provide leadership and guidance during operational escalations and complex employee issues.
· Support business continuity planning and operational readiness.
· Lead, coach, and develop HR Ops team members.
· Conduct regular coaching sessions, performance reviews, and career development discussions.
· Foster a high-performance culture focused on accountability, collaboration, and customer service.
· Support workforce planning, resource allocation, and succession planning.
· Drive employee engagement and continuous learning.
Cross-Functional Collaboration
· Partner closely with leaders and teams across all HR Shared Services workstreams, including Talent Acquisition Operations, HR Helpline, Job Changes, Terminations, Tier 2 and HR Centers of Excellence (COEs).
· Coordinate cross-functional initiatives that improve service delivery and operational effectiveness.
· Promote collaboration and knowledge sharing across workstreams to deliver a consistent employee experience.
· Ensure alignment between teams when implementing new policies, programs, or process changes.
· Build strong partnerships with regional and global HR stakeholders.
· Drive continuous improvement initiatives that simplify processes and improve operational efficiency.
· Standardize operational procedures and ensure documentation remains current.
· Review workflows and recommend process improvements.
· Promote cross-training and shared ownership across HR Shared Services workstreams to build a flexible and resilient workforce.
· Partner with Process SMEs and Coordinators to implement process improvements and operational best practices.
Performance & Service Delivery
· Monitor and analyze operational KPIs, including SLA attainment, productivity, quality, customer satisfaction, backlog, and case aging.
· Develop action plans to address performance or process gaps and improve service delivery.
· Support workforce capacity planning and utilization management.
· Ensure consistent adherence to service standard practices and governance.