Director, Head of HR Shared Services

The Team

The HR Shared Services team (referred to as HRAnswers or “HRA”) provides support, solutions and answers to Yahoos around the world. We strive to provide excellent customer service, accurate responses and contribute to the experience of Yahoos at work. We are a global team with people located in Ireland, France, Italy, UK, Israel, the United States, Taiwan, India and Singapore. We work as a global team and are looking to expand our offerings by becoming more globally-minded and focused on broader solutions.

Position Overview

We are looking for an experienced Shared Services leader of the Global HRAnswers organization, based in the United States. HRAnswers is a team of very bright, capable HR professionals who support our employees globally in AMER, EMEA and APAC. In this role you will lead the Global HR Answers team in AMER, EMEA and APAC and HRA Operations Senior Managers, and a team of HR Generalists. We work on large-scale projects globally and drive global solutions and efficiencies in each region.

The successful candidate is energetic, detail-oriented, systems-minded, data insights-driven, inspirational, influential, results-oriented with a strong operations focus with regard to process and structure. We work in a global HR Service Delivery model, you should have a global and transformational mindset and bring with you great ideas and creativity to help build on our existing model and offerings, and be an excellent collaborator and communicator. You should have experience working with executives and driving large scale projects. This role will report into the Sr. Director, Global Head of HR Shared Services, Technology & Analytics.

Key Responsibilities:

• Lead the day to day management activities of HR professionals who support our business in AMER, EMEA and APAC and help them build and grow their careers.
• Manage the day to day HR operational service activities with customer satisfaction, escalations, and turn around times
• Coach, mentor and develop the HRA Leaders and their teams.
• Partner with the Global Head of HR Shared Services, Technology & Analytics to drive change as part of a deliberate, long term transformation project, working to establish goals and priorities
• Cultivate and foster internal relationships with key business leaders to evangelize the People Team Services delivery strategy and agenda.
• Work closely with the global HRA leadership team to drive globalization of our model and work to drive efficiency.
• Partner with HR Business Partners, Centers of Excellence (COEs) and business leaders to drive initiatives globally
• Ensure data integrity, accuracy and compliance above all else.
• Ensure the organization is compliant with all Federal, State, and local laws (globally) and employment regulations in partnership with legal stakeholders.
• Lead teams that champion and drive a culture that embraces innovation, continuous improvement, and collaboration in all aspects of Human Resources processes and services
• Rely on HRA data and metrics insights to ensure excellent customer service, adherence to service level agreements, and to continuously improve potentially automate and scale self service processes
• Define and create a high performance culture including a consistent approach to service level agreements, key performance indicators and performance reporting.
• Identify and optimize user channels in order to enable efficient process execution, improve accessibility, and achieve closer customer alignment.
• Lead new process efficiencies and improvements with experience writing Standard Operating Procedure (SOP) documentation process modeling, analysis and solution improvement recommendations.

Qualifications:

• 10 years of management experience, preferably in a HR shared services environment
• 10 years of experience in a HR environment
• Experience with Workday, ServiceNow, Jira or other HCM and ticketing systems
• High Proficiency in Google Suites, particularly Slides, Sheets and Docs
• Experience with DocuSign, Looker and Cisco UCCE or other contact center systems and dashboards are a distinct advantage
• Strong attention to detail
• Track record of driving process improvements and transformation projects using an innovative and creative mindset
• Ability to juggle multiple competing priorities at all levels of complexity
• A positive attitude with a passion for developing talent