Director, HR Global Shared Services

Job description

At H&P, our people are our strength. JOB SUMMARY: The Director of Global HR Shared Services leads the strategy, governance, and delivery of scalable HR operations across the employee lifecycle. The role owns the shared service model for employee experience, using self-service, global Tier 0 and Tier 1 delivery, automation, AI, analytics, and continuous improvement to strengthen service quality, compliance, efficiency, and business value. RESPONSIBILITIES: The following items represent the essential functions and accountabilities for this position. This description is not all-inclusive, and responsibilities may change as business needs evolve. Regular and reliable attendance is required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job. Lead the enterprise Global HR Shared Services strategy, tiered operating model, governance, service portfolio, and roadmap to support business growth, acquisitions, workforce expansion, and evolving organizational needs. Own and continuously improve the global HR service delivery model, including employee experience, self-service, case management, knowledge management, Tier 0/Tier 1 support, automation, and AI-enabled solutions. Lead and develop Global HR Shared Services teams across employee support, workforce administration, recruiting operations, total rewards, learning operations, HR technology support, and other services within scope. Own global HR service performance, including SLAs, employee satisfaction, case quality, self-service adoption, knowledge utilization, operational efficiency, compliance, and capacity. Lead global HR technology strategy, workflow optimization, integrations, reporting, data quality, and digital employee experience improvements. Ensure compliance with employment requirements, company policies, data privacy and security, records management, internal controls, and audit expectations. Use service data, employee feedback, analytics, and root cause analysis to improve outcomes, identify risk, and guide investment decisions. Lead transformation and continuous improvement initiatives using disciplined prioritization, project management, change management, and benefits realization. Manage budgets, vendors, workforce capacity, sourcing strategies, and resources to align service delivery with demand and measurable value. Build a high-performing culture focused on accountability, succession planning, leadership development, employee focus, and continuous improvement. Communicate service performance, employee experience insights, operational risks, transformation progress, and recommendations to HR and executive leadership. Perform other duties as assigned. KNOWLEDGE, SKILLS, & ABILITIES (KSA) The Director is expected to demonstrate advanced capability in the following areas: OPERATIONAL EXCELLENCE HR shared services, tiered delivery, case management, service-level management, quality assurance, workforce planning, and employee lifecycle operations. HR technology, workflows, integrations, automation, AI enablement, data governance, and operational controls. Ability to balance employee experience, speed, quality, efficiency, compliance, data integrity, and risk. EMPLOYEE FOCUS & CONTINUOUS IMPROVEMENT Employee-centered service design, knowledge management, self-service, and digital experience improvement. Process improvement, project and change management, transformation leadership, and sustainable value creation. Exceptional communication, customer service, empathy, and stakeholder management. PROBLEM SOLVING & ANALYTICS Advanced analytical, financial, root cause analysis, and structured problem-solving skills. Ability to translate service, workforce, financial, and employee data into business cases and executive recommendations. LEADERSHIP Proven ability to lead and develop high-performing teams in a complex, global service environment. Strong executive presence, business acumen, influence, collaboration, and ability to translate enterprise strategy into scalable solutions. EDUCATION & EXPERIENCE Bachelor's degree in Human Resources, Business, Management, or a related field, or equivalent education and experience. 10 or more years of broad, progressive HR experience, including significant HR operations or shared services experience. Demonstrated experience in HR transformation, enterprise HCM optimization, analytics, automation, knowledge management, and organizational change. Professional certification such as SHRM-SCP, SPHR, PMP, Lean Six Sigma, or equivalent is preferred. TRAVEL: Periodic travel based on business, leadership, implementation, and operational needs. Some travel will be international. Corporate and operating locations, vendor or partner sites, and other locations as business needs require. WORKING RELATIONSHIPS/CONTACTS: Internal facing: HR and business leadership, HR partners and COEs, Finance, Legal, Compliance, IT, Communications, managers, and employees. Approximate interaction: 90%. External facing: Vendors, consultants, auditors, outside counsel, benefits partners, and regulators as required. Approximate interaction: 10%. Supervision of Others - Yes. REQUIRED TRAINING within 90-180 DAYS of HIRE: Company orientation and required ethics, privacy, information security, records management, safety, and compliance training. HR Shared Services operating model, service catalog, governance, tiered delivery, SLAs, escalation protocols, and standard operating procedures. Workday, case management, knowledge management, reporting, analytics, financial controls, vendor management, and other role-specific systems and processes. This description is not intended to be all-inclusive and does not limit management's right to assign additional responsibilities. Regular and reliable attendance is an essential function of the role. Reasonable accommodation may be made in accordance with applicable laws. WORKING CONDITIONS: Work is normally performed in a climate-controlled office or approved remote-work environment. Noise level is generally moderate and consistent with a normal office setting. Work requires frequent computer, telephone, and virtual meeting use. Periodic travel may involve office, operational, or field locations where local safety requirements apply. PHYSICAL DEMANDS: Work is primarily performed from a seated position, with intermittent standing and walking. The role requires vision, hearing, speaking, finger dexterity, and eye-hand coordination for computer use, document review, virtual meetings, and in-person communication. The employee may occasionally lift or carry typical office materials and must be able to travel as business needs require. Thank you for your interest in joining our team!