H2R Operations Lead: MSP/BPO Delivery & Governance

Altria Group, Inc.; Richmond (VA); Remote; USD 120,000 - 173,000; Full time

Benefits offered by this job

Paid time off

Holidays

Bonus program

401(k) match

Professional development

Job summary

Altria Client Services is seeking a Manager, H2R Operations Delivery & BPO Management, to oversee outsourced HR operations with a focus on service quality and governance. The role is based in Richmond, VA, with remote work options, and requires deep MSP/BPO experience and HR technology fluency.

You will govern end-to-end processes, drive continuous improvement, and partner across HR, technology, and audit to ensure compliant, timely data management and lifecycle transactions.

Qualifications

• Bachelor's degree in Business, HR, Information Systems, or related field.
• 7+ years leading HR shared services or HR operations.
• At least 2 years managing outsourced service providers (MSP/BPO).
• Track record managing outsourced providers responsible for high-volume administrative work.
• Experience leading operational reviews, root-cause analysis, and corrective actions.
• Strong understanding of employee lifecycle transactions, data maintenance, and HR service delivery.
• Experience with SuccessFactors Employee Central and ServiceNow HRSD.
• Proven ability to optimize processes at enterprise scale.
• Strong analytical and risk-based decision-making abilities.

Responsibilities

• Govern end-to-end H2R operations across the employee lifecycle for retained and MSP-delivered work.
• Manage MSP HR Operations and Contact Center governance, SLA monitoring, and action plans.
• Define efficient work intake and escalation paths with the MSP.
• Serve as secondary escalation for high-risk issues balancing experience, compliance, and efficiency.
• Lead standardization and continuous improvement of H2R processes for scalability, automation, and AI enablement.
• Partner with technology teams to advance SuccessFactors EC and ServiceNow HRSD aligned to outcomes.
• Act as control owner for key SOX controls and audit readiness.
• Lead and develop team members with a culture of operational excellence.

Skills

Vendor management

MSP/BPO leadership

HR operations

SLA governance

Data accuracy

SOX controls

Stakeholder management

Process improvement

Education

Bachelor's degree in Business/HR/IS

Tools

SuccessFactors EC

ServiceNow HRSD

Job description

Altria Client Services is seeking a Manager, H2R Operations Delivery & BPO Management, to oversee outsourced HR operations with a focus on service quality and governance. The role is based in Richmond, VA, with remote work options, and requires deep MSP/BPO experience and HR technology fluency.

You will govern end-to-end processes, drive continuous improvement, and partner across HR, technology, and audit to ensure compliant, timely data management and lifecycle transactions.