Sr. Director, HR Operations

The Director of Ask HR (HR Service Center) will support the mission critical priorities of our HR function and employees through employee-first customer service, operational efficiency and excellence, and driving strategic programs and projects.

What You’ll Need:

• Bachelor’s degree in Human Resources, business or a related field.
• 8+ years total experience.
• 5+ years prior experience in a service center environment.
• 3+ years prior experience leading teams (direct or project-based).
• Expertise in Workday HCM and ServiceNow preferred
• Experience with HR administration and general exposure / knowledge of various HR functions
• Exceptional written and verbal communication skills.
• Proven collaboration and stakeholder management capabilities.
• Sound judgment; ability to solve problems and make recommendations to remediate issues.
• Flexibility and ability to adapt in a fast-paced, quickly changing environment. Strong analytical abilities and demonstrated ability to run reports, and interpret/analyze data outputs.

What You’ll Do:

• Understands the linkage between HR strategy and AskHR’s goals and drives execution on the strategic objectives of the function through centralized processes and practices
• Provides day-to-day management, guidance and direction to global AskHR team.  Must be able to motivate, lead and coach others (both direct and indirect).
• Drives operational excellence and efficiency by iterating processes based on qualitative and quantitative feedback and insights; leverages and improves existing projects and programs (AskHR Champions, knowledge base expansion, “fast answers”, etc)
• Effectively uses technology (ServiceNow and Workday) to drive meaningful change through real time analytics & data monitoring
• Ensures “customer first” mentality is applied to handling of inquiries and adherence to processes; monitors customer (employee) satisfaction through regular surveying and monitoring
• Builds and maintains strong cross-functional stakeholder relationships for effective daily partnership with HR COE’s, Business Process Owners across HR, HRIS, IT, Finance. Continues existing AskHR champions program to drive consistency across COEs and user groups within AskHR
• Manages issue escalation. Provides guidance and handles escalated issues directly, as appropriate.
• Ensures complex employee, manager or business scenarios are analyzed and effectively communicated to key stakeholders

Additional Requirements - Reporting & Operational Excellence Expectations:

• Partners with IT to enhance and redesign the Service Now platform and completes required report analysis and distribution. Pro-actively suggest ServiceNow enhancements and ‘big rock’ fixes that could enhance the user and customer experience.
• Delivers multi-year case and knowledge management technology roadmap tied to overall organizational tech strategy
• Delivers quarterly HR executive review meetings using executive-ready dashboards tailored to the HR COE
• Actively monitors and uses metrics and trends to determine where process improvement opportunities exist.
• Makes improvement suggestions based on workload management, analyzing trends, or to comply with regulatory and/or policy changes.
• Identifies ways to improve/reduce inquiry volume by co-creating self-serve knowledge management materials with team, proposing user communications or improvements to user guides and training materials. 

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