We have a newly created opportunity for a Director of HR Shared Services for the Americas as a result of relocating

the HR service center to Denver and expanding upon their services. This role will be responsible for building the new team, identifying processes and establishing programs and service level agreements that support and align with the overall business and HR strategies. The Director will partner with HR Leaders across the Americas-based portions of the organization to ensure HR Services provides efficient and effective services that support the ongoing needs of the business.

The Director, HR Shared Services will be responsible for the day-to-day processing and service related activities of the HR Services functions including, but not limited to:

HR Call Center & Processing: HRIS Data Entry; employee verifications; Leave of Absence (LOA) Case Management, HR Knowledge Base, employee service requests, escalation and tracking

HR Program & Policy Administration: Which includes but is not limited to the following Employee Handbook, Relocation, HR Metrics, Service Anniversaries, and HR Portal Administration

Compliance: Regulatory reporting, compliance auditing and Affirmative Action Planning

Benefits Management: Benefit Plan Administration

Job Requirements:

· Identify staffing needs for new service center; recruit train and develop new staff;

· Optimize and standardize processes, implement new technology enhancements including case management/knowledge base tools;

· Manage ongoing vendor relationships; lead vendor selection as it evolves into a broader HR Services delivery model over a period of time;

· On an Ongoing basis Manage and assess team members responsible for providing service to internal HR staff via customer call handling and/or transaction processing;

· Develop, and implement relevant metrics regarding adherence to established work processes, quality standards and customer service level agreements;

· Develop and maintain relationships with HR business partners, Payroll Department and Global Benefits team by conducting satisfaction assessment meetings and conducting periodic customer service surveys to measure the customer effectiveness

· Act as a resource to team to assist them with complex HR transactions, escalated issues, and customer requests;

· Recommend process changes and enhancements to improve service quality; monitor effectiveness and relevance of the policies and actively seek to identify continuous improvement opportunities; review and revise operating procedures to ensure that HR Shared Services provides excellent support to its business partners;

· Develop and monitor budget for operations;

· Determine HR Services operational goals and metrics; conduct business performance analysis reviews to assess performance against targeted objectives.

Qualifications:

· 10+ years of Human resources experience, with significant management experience in a HR Shared Services/call center environment; which must include establishing an HR Shared Service model

· Experience in continuous improvement, including technology upgrades and implementation.

· Strong analytical capacity and expertise in communicating (written and verbal) complex concepts.

· Demonstrated effectiveness in leadership and influencing business partners.

· Ability to effectively interact, negotiate, and influence staff in various levels of the organization.

· Strong orientation to detail; strong administrative and organizational skills. Proficient in PPT, Excel, Word.

· Education: Minimum of a Bachelor's degree from four-year College or University; or equivalent training, education and experience.

· SHRM or equivalent human resources certification a plus

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