Senior Human Resources Director - Shared Services

The Senior Director of Human Resources Shared Services leads the strategy, delivery, and continuous improvement of HR operational shared services across the organization. This role is responsible for ensuring efficient, scalable, and customer-focused HR processes and services that support employees, managers, and HR operational partners. The Senior Director oversees HR service delivery, HR operations, employee data management, HR systems support, process governance, compliance, and shared services teams while driving operational excellence through technology, automation, analytics, and continuous improvement initiatives.

The ideal candidate is a strategic leader with strong operational expertise, a passion for customer service, and a proven ability to develop, implement and transform HR service delivery models in a complex organization.

Key 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.

The salary range for this position is $172,850-$220,760 but may be different based on the location of the person hired.