What are the responsibilities and job description for the Director, People Operations Excellence position at NAPA?
Director, People Operations Excellence
Job Summary
The Director, People Operations Excellence is responsible for optimizing HR service delivery, payroll support, and people administration by leading the strategy and execution of key operational processes. This role serves as the primary liaison between People Partners, the Employee Services Center, and Payroll ensuring seamless issue resolution and process improvements. The Director drives operational efficiency through root cause analysis, continuous improvement initiatives, and enhanced self-service capabilities. Additionally, this leader oversees a team responsible for ticket escalations, payroll issues resolution, HR reporting, and compliance with people administration requirements.
Responsibilities
- Serves as a strategic point of contact between People Partners, the Employee Services Center, and Payroll teams to drive HR service execution.
- Ensure timely and effective resolution of HR and payroll-related tickets, implementing process enhancements to improve efficiency and employee experience.
- Provides strategic oversight for payroll issue resolution, working closely with Payroll and HRIS teams to enhance accuracy and compliance.
- Develop and implement policies and controls to minimize payroll errors, streamline corrections, and ensure compliance with labor laws.
- Oversee key administrative processes, including severance agreements, job code creations, and position management updates, ensuring accuracy and compliance.
- Ensure adherence to company policies, regulatory requirements, and HR best practices In all people administration processes.
- Lead root cause analysis to identify recurring challenges in HR service delivery, payroll processing and people administration workflows.
- Drive continuous improvement initiatives to streamline HR operations, enhance self-service capabilities, and reduce administrative burden.
- Partner with IT and operations teams to optimize automation, self-service tools, and knowledge base content for employees and managers.
- Lead and develop team responsible for HR ticket escalations, payroll issue resolution and people administration support.
- Build strong relationships with key stakeholders.
- Present data-driven insights and recommendations to leadership to enhance decision making.
- Oversee HR reporting processes, ensuring data accuracy, trend analysis, and actionable insights to inform business decisions.
Qualifications
- 7 years of experience in HR operations, payroll administration, shared services or a similar leadership role in a large, multi-location organization.
- Strong knowledge of HR service delivery models, ticketing systems, payroll processing, and case management procedures.
- Proven experience in process improvement methodologies (e.g. Lean, Six Sigma, continuous improvement.
- Ability to analyze complex HR and payroll data, identify trends, and drive large-scale operational improvements.
- Proficiency in HRIS, payroll systems, ticketing systems (e.g. ServiceNow, Workday), and reporting tools.
- Strong understanding of HR compliance, employment laws, and payroll regulations.
Preferred Qualifications
- Certification in Lean Six Sigma (green belt of higher) or other process improvement methodologies.
- Experience leading HR Operations in a shared service, employee service center, or multi-unit environment.
- Knowledge of automation tools, self-service HR technology, and workflow optimization strategies.
Physical Demands / Working Environment
- Must be able to work in an office setting.
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