Director, HR Shared Services & Continuous Improvement

Confidential; Town of Florida (NY); On-site; USD 170,000 - 230,000; Full time

Job summary

Confidential seeks a Director of HR Shared Services & Continuous Improvement to design and lead a scalable, employee-centric HR service model across the organization. You will oversee operations, case management, and AI-enabled solutions to transform HR into a strategic partner.

Leading Lean, Six Sigma, and automation initiatives, you will partner with HRBPs, Payroll, and IT to optimize processes, ensure compliance, and drive value across all locations.

Qualifications

• 8+ years of progressive HR leadership experience.
• 5+ years leading HR Operations or Shared Services.
• Experience with UKG, Workday, SAP SuccessFactors, or Oracle HCM.
• Strong analytical, problem-solving, and project management skills.

Responsibilities

• Lead HR Shared Services strategy and centralized service delivery.
• Oversight of service channels, case management, and self-service tools.
• Drive process improvement using Lean, Six Sigma, and automation.
• Ensure compliance and data governance across locations.
• Partner with HRBPs, Payroll, IT, and leaders to enable business outcomes.

Skills

HR leadership

Process improvement

Project management

Analytical skills

Stakeholder management

Tools

UKG

Workday

SAP SuccessFactors

Oracle HCM

Job description

Director, HR Shared Services & Continuous Improvement

The Director, HR Shared Services & Continuous Improvements, is responsible for leading the strategy, design, execution, and continuous improvement of the organization's HR Shared Services function. This leader will build a high-performing service delivery model that provides efficient, scalable, and employee-centric HR support across the employee lifecycle.

The Director will oversee HR operations, service delivery, case management, HR technology optimization, process improvement, compliance administration, and the development of self-service and AI-enabled solutions. This role partners closely with HR Business Partners, Payroll, IT, and business leaders to ensure exceptional service and operational excellence.

This position is critical in transforming HR from an administrative function into a strategic business partner by centralizing transactional work and enabling HR teams to focus on talent, leadership, and business outcomes.

Key Responsibilities

HR Shared Services Leadership

• Develop and execute the long-term strategy for HR Shared Services.
• Lead and develop a centralized HR service delivery team.
• Establish service standards, operating procedures, and governance models.
• Build a culture focused on customer service, accountability, continuous improvement, and operational excellence.
• Drive adoption of best practices across HR operations.

Employee & Leader Support

• Deliver consistent and high-quality support for employees and leaders across all locations.
• Establish and manage HR service channels including ticketing, phone, email, chat, and self-service resources.
• Ensure timely resolution of employee and manager inquiries.
• Improve employee experience through streamlined processes and service delivery.

Process Optimization & Continuous Improvement

• Evaluate existing HR processes and eliminate inefficiencies.
• Lead process redesign initiatives utilizing Lean, Six Sigma, and automation methodologies.
• Standardize workflows across business units and locations.
• Identify opportunities to leverage AI and automation to improve service delivery and reduce manual effort.
• Partner with HRIS and IT teams to optimize HR technology solutions.
• Lead implementation and enhancement of case management systems, knowledge bases, employee portals, and self-service tools.
• Develop AI-enabled solutions for:
• Policy interpretation
• Knowledge management
• Document creation
• Case routing
• Employee support

Compliance & Risk Management

• Ensure compliance with federal, state, and local employment regulations.
• Maintain accurate employee records and data governance standards.
• Develop controls to minimize operational and compliance risk.
• Support internal and external audits as required.

Service Delivery & Metrics

• Establish and monitor service-level agreements (SLAs).
• Develop dashboards and key performance indicators to measure effectiveness.
• Analyze trends, identify root causes, and implement corrective actions.
• Report service performance and operational insights to HR and executive leadership.

Strategic Partnership

• Partner with HR Business Partners to clearly define ownership between Shared Services and field HR teams.
• Collaborate with Centers of Excellence on the implementation and administration of enterprise programs.
• Support organizational growth, acquisitions, and transformation initiatives.

Qualifications

Required

• Experience building and scaling shared services organizations.
• 8+ years of progressive HR leadership experience.
• 5+ years leading HR Operations, HR Shared Services, HR Service Delivery, or similar functions.
• Experience with UKG, Workday, SAP SuccessFactors, Oracle HCM, or similar HR platforms.
• Strong understanding of HR systems, case management platforms, and employee service models.
• Proven experience leading large-scale process improvement initiatives.
• Strong analytical, problem-solving, and project management skills.