Global HR Operations Service Delivery Director

Genuine Parts Company; Duluth (GA); On-site; USD 180,000 - 280,000; Full time

Benefits offered by this job

Healthcare coverage

401(k)

Tuition reimbursement

Vacation & holidays

Job summary

Genuine Parts Company (GPC) is seeking a Director, HR Operations Service Delivery to lead employee-facing HR operational services across the U.S., Canada, and Mexico. You will oversee Employee Lifecycle Administration, Benefits & Leave Administration, HR Service Delivery, and employee support activities to ensure a compliant, high-quality employee experience.

You will partner with HR Operational Excellence, People Systems, Payroll, and Total Rewards to optimize service delivery, drive KPIs and

Qualifications

• Bachelor's degree in Human Resources, Business Administration, or related field.
• 12+ years of progressive HR Operations, HR Shared Services, Employee Service Delivery, Workforce Administration, or related experience.
• 7+ years of leadership experience managing managers and operational teams.
• Experience leading employee lifecycle administration and employee-facing HR operations.
• Experience managing service delivery metrics, operational performance, and workforce administration processes.
• Demonstrated experience leading teams within a complex, multi-site organization.
• Strong knowledge of employee lifecycle processes, benefits administration, leave administration, and HR service delivery operations.

Responsibilities

• Lead the day-to-day delivery of HR Operations services across the United States, Canada, and Mexico.
• Establish operational priorities, service delivery standards, and performance expectations across employee-facing HR services.
• Develop and maintain a high-performing service delivery organization focused on quality, responsiveness, accountability, and employee experience.
• Ensure service delivery resources are aligned to business demand and workforce needs.
• Foster a culture of continuous improvement, customer service, operational discipline, and employee advocacy.
• Provide leadership oversight for employee lifecycle administration activities, including pre-boarding administration, onboarding transactions, employee data management, organizational changes, workforce transactions, employee records administration, and employment verification.
• Ensure workforce transactions are processed accurately, efficiently, and in compliance with established standards.
• Support workforce administration activities associated with organizational changes, acquisitions, and business restructuring initiatives.
• Establish controls and operational standards that promote data quality and reinforce workforce record accuracy.
• Oversee benefits administration escalation support and leave administration operations.
• Ensure employees receive timely and effective support for benefits, leave, disability, and payroll-related inquiries and escalations.
• Provide leadership oversight of vendor-supported benefits and leave administration services.
• Monitor service performance, operational effectiveness, and employee experience related to benefits and leave processes.
• Partner with Total Rewards and Benefits leadership to support benefits program administration and compliance requirements.
• Own service delivery outcomes for employee-facing HR Operations processes.
• Partner with HR Operational Excellence to establish, monitor, and improve operational KPIs, service level agreements (SLAs), and employee experience metrics.
• Analyze service delivery trends, transaction volumes, case performance, and service effectiveness to identify opportunities for improvement.
• Partner with Operational Excellence to implement solutions that improve service quality, efficiency, and employee satisfaction.
• Drive accountability for operational performance across the organization.
• Manage operational relationships with benefits, leave, and service delivery vendors.
• Monitor vendor performance and ensure adherence to service commitments and contractual obligations.
• Escalate and resolve vendor performance issues impacting employee experience or operational effectiveness.
• Collaborate with internal and external partners to ensure seamless service delivery processes.
• Ensure service delivery processes are executed in compliance with applicable company policies and legal requirements.
• Support audits, regulatory reviews, and compliance activities.
• Partner with Knowledge & Policy Management to ensure policies, procedures, and controls are documented, maintained, and consistently applied.
• Promote a strong control environment across employee lifecycle, benefits, and leave administration activities

Skills

HR Operations

Leadership

Service Delivery

Workforce Administration

Data Management

Regulatory Compliance

Education

Bachelor's degree in HR/Business Administration

Tools

Workday

ServiceNow

HR Case Management

Job description

Genuine Parts Company (GPC) is seeking a Director, HR Operations Service Delivery to lead employee-facing HR operational services across the U.S., Canada, and Mexico. You will oversee Employee Lifecycle Administration, Benefits & Leave Administration, HR Service Delivery, and employee support activities to ensure a compliant, high-quality employee experience.

You will partner with HR Operational Excellence, People Systems, Payroll, and Total Rewards to optimize service delivery, drive KPIs and