Director, HR Operations Service Delivery - Global Industrial

Job Summary

The Director, HR Operations Service Delivery is responsible for leading the delivery of employee-facing HR operational services across the United States, Canada, and Mexico. This role oversees Employee Lifecycle Administration, Benefits & Leave Administration, HR Service Delivery, and employee support activities to ensure consistent, compliant, and high-quality employee experience.

The Director serves as the operational leader responsible for service delivery performance, workforce administration effectiveness, operational compliance, vendor-supported service oversight, and employee experience outcomes. The role is accountable for ensuring operational readiness, maintaining business continuity, monitoring and achieving service level commitments, and driving service excellence across the HR Operations function.

The Director partners closely with HR Operational Excellence, People Systems, Payroll, Talent Acquisition, Total Rewards, and business leaders to optimize service delivery while supporting the company's growth and strategic objectives..

HR Operations Service Delivery Leadership

• 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.

Employee Lifecycle Administration

• 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.

Benefits & Leave Administration

• 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.

Employee Experience & Service Delivery Performance

• 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.

Vendor Management & Operational Partnerships

• 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.

Governance, Risk & Compliance

• 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

• Bachelor's degree in Human…