Director HR Operations

Key Responsibilities:
Lead HR Service Delivery operations across the Americas region, ensuring efficient, consistent, and high-quality service delivery.Oversee core HR processes, including onboarding, offboarding, employee data management, payroll, benefits administration, and employee support.Manage BPO vendor relationships and performance, ensuring compliance with KPIs, SLAs, and service quality standards.Drive continuous improvement, automation, and process optimization initiatives to enhance operational efficiency and employee experience.Collaborate with HR, Centers of Excellence (COEs), GBS, Technology, and business leaders to continuously enhance and evolve service delivery models.Establish and monitor operational metrics, identifying improvement opportunities and mitigating service-related risks.Lead and develop regional teams, fostering a culture of operational excellence, customer focus, accountability, and continuous learning.Support transformation initiatives, organizational changes, and the implementation of new technologies and service delivery solutions.
Requirements:
Bachelor’s degree in Human Resources, Business Administration, Industrial Engineering, or a related field.10+ years of experience in HR Operations, HR Service Delivery, Shared Services, or related functions.Minimum of 5 years of leadership experience managing teams and operations.Proven experience leading HR Operations in support of the United States workforce.Experience managing regional teams in multinational and matrixed environments.Strong experience in BPO vendor management and outsourced service delivery models.Strong expertise in KPI management, SLA governance, vendor performance oversight, and operational excellence frameworks.Demonstrated success leading continuous improvement, transformation, and process optimization initiatives.Advanced English proficiency.
Preferred Qualifications:
Experience partnering with Genpact or similar HR outsourcing providers.Experience with ADP.Experience with Workday and/or ServiceNow.Experience within Global Business Services (GBS) or Shared Services environments.Certifications such as Lean Six Sigma, ITIL, PMP, or similar operational excellence methodologies.