Position Summary:
The Operations Director is responsible for providing direct supervision and leadership for the Service Center leaders, analysts and staff. The Operations Director will ensure all service level agreements are met and tasks are completed in an accurate, timely, efficient manner and in full compliance with all legislative requirements and company policies. The Director will collaborate with key stakeholders to identify areas for operational enhancement, develop strategies to improve performance and ensure measurable results through extensive analysis. The Director is also responsible for driving organizational efficiency and execution across multiple functional areas while complying with corporate policy and procedures.
Responsibilities:
Performance Reporting & Insights
- Review and analyze metrics on an ongoing basis to help continuously improve service center operations.
- Collaborate with stakeholders to develop strategies to meet business needs and improve the customer experience.
- Ensure staffing and resources are prioritized by department and aligned to budget
- Partner with AVP to oversee all aspects of key performance indicators for the Service Center
- Deliver coaching and guidance to improve staff performance and capabilities, create an environment that promotes team orientation and build leader confidence.
- Provide subject matter expertise and support for all service center tasks, escalations, system updates, etc. in an effort to improve processes.
- Oversee the planning and drive execution for project initiatives as needed.
- Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, and regular interpersonal communication.
- Provide oversight and direction
Operational Support & Process Improvement
- Applies Agile methodologies and continuous process improvement practices, including Lean, Six Sigma, and other frameworks, to evaluate workflows, identify inefficiencies and root causes, prioritize opportunities, and implement sustainable process and service delivery improvements.
- Leverages advanced analytics (e.g., predictive modeling, machine learning, data mining, prescriptive analysis, visualization), artificial intelligence (AI), and emerging technologies to forecast trends, generate actionable insights, automate and streamline processes, expand self-service capabilities, and identify innovative solutions that enhance the employee, candidate, and HR user experience.
- Map current workflows, document procedures, and recommend improvements that reduce manual effort and improve cycle time, quality, or service.
- Track operational action items, follow through on open issues, and coordinate with stakeholders to ensure timely completion of deliverables.
- Support implementation of new tools, reporting enhancements, process controls, or business initiatives through testing, documentation, and adoption activities.
Cross-Functional Partnership
- Partner with COE's, HRVP's, HRIS and ITG Leaders, Managers, Employees, Vendors and other HROC Service Group leaders.
Data Quality, Governance & Compliance
- Will utilize GHR, Lawson, Trinisys, HRI Dashboards, Case Management, Kronos, Outlook and adhere to internal policies, confidentiality standards, and documentation requirements while handling business information and sensitive data.
- Contribute to a culture of continuous improvement, accountability, and customer-focused execution.
Education & Experience:
Bachelor's degree
Required
14+ years of relevant work experience
Required
5+ year(s) of experience in HR Service center
Preferred
