System Vice President HR Shared Services

Remote · USA Full-time New today

About the position Reporting to the System SVP, Total Rewards & People Connections, the VP of HR Shared Services will be responsible for defining the strategy, building, and leading our centralized HR Shared Services (People Connections) function. This role will focus on delivering efficient, high-quality, and scalable HR services across the employee lifecycle, ensuring a consistent and positive employee experience. The VP will leverage best practices, process optimization, and advanced technology, including appropriate AI tools, to modernize service delivery, enhance operational excellence, and free up HR Business Partners to focus on more strategic work. Additional responsibilities include assisting in the management of the overall department budget, development and management of departmental roadmaps & coordination of new initiatives, continuously evaluating the effectiveness of our technology solutions to ensure they are aligned with our business strategies, utilizing data analytics and market research to identify areas for improvement, and making data-driven recommendations to enhance employee experience and system initiatives. This role will require a thought leader with strong attention to detail, comfort with working in a fast-paced & dynamic environment, strong relationship-building skills, the ability to create/drive functional strategies, and a passion for finding ease & simplicity within complexity. This role will partner with internal stakeholders and external providers to ensure best-in-class service. cohesive total rewards experience and advocacy for our team members. This is a remote role with travel as needed.

Responsibilities

Strategic Leadership & Project Management:
Shared Services Strategy & Design: Develop and implement the strategic road-map for HR Shared Services, encompassing tiered support models, service catalog definition, and operating procedures. Continuously evolve the model to meet changing business and employee needs.
Service Delivery Excellence: Oversee the end-to-end delivery of HR transactional and administrative services (e.g., new hire onboarding, HR data management, benefits administration support, employee inquiries, policy interpretation, basic reporting). Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs)for all services.
Process Optimization & Automation: Identify opportunities for process simplification, standardization, and automation within HR Shared Services. Champion the strategic adoption and implementation of appropriate AI tools (e.g., AI-powered chatbots for self-service FAQs, intelligent document processing for HR forms, robotic process automation for routine data entry)to improve efficiency, accuracy, and employee satisfaction.
Employee Experience & Self-Service: Design and enhance the employee self-service portal experience. Leverage AI to provide intuitive and personalized support, reducing reliance on direct HR intervention for common queries.
Technology Integration: Collaborate closely with the VP of HR Technology to ensure seamless integration of HR systems within the Shared Services model. Advocate for technology solutions that support efficient service delivery and automation goals.
Vendor Management: Manage relationships with HR technology vendors, negotiate contracts, and ensure service level agreements (SLAs) are met. Stay abreast of vendor road-maps and industry trends.
Compliance & Risk Management: Ensure all shared services operations comply with internal policies, labor laws, and regulatory requirements. Implement robust controls to mitigate operational risks.
Continuous Improvement: Act as a departmental change agent to proactively identify and address opportunities for continuous improvement, process optimization, and ongoing system enhancements to support business strategies and operational needs. Automate manual processes to mitigate risk of human error, enhance overall efficiency, and improve the employee experience by leveraging technology as an enabler of the business.
Team Engagement and Leadership: Partner effectively with IT, Finance, Legal, and other business units to ensure seamless integration and alignment of the Shared Services technology initiatives. Act as a strategic advisor to HR leadership. Provides leadership and guidance to staff, fostering an environment that encourages employee participation, development, teamwork, continuous improvement, and communication. Creates a positive team culture and directs team goals, priorities, and career development, focusing on the development and growth of the capabilities of all team members. Interview and selection of new employees, promotions, staff development, performance evaluations, compensation changes, resolution of employee concerns, corrective actions, terminations, and overall employee morale.
Reporting and Analytics: Oversee HR Shared Services reporting and analytics, handling complex reporting requests and developing a long-term strategy to mature our capabilities and implement a data-driven approach to human capital management. Partner with HR & COE leadership to develop and deliver a recurring HR reporting package and leverage data to identify key HR trends in order to derive meaningful and actionable insights that allow us to monitor and measure our progress over time Manage the HR department’s budget by monitoring monthly spending trends and understanding variances to the budget.
Industry Insight: Maintain current knowledge of industry trends, best practices, and regulations related to Total Rewards. Anticipating future trends for the enterprise and business units and collaborating with HRBPs and other stakeholders to recommend breakthrough programs.

Requirements

BS/BA in Business Administration, HR, Information Technology, Computer Science, or a related field (HR experience, consulting experience is a plus)
(12) Twelve years of progressive leadership roles.
Minimum of five (5) years of leadership experience at the Director level or above
Project Management Professional (PMP)® Certification is a plus (or related certifications such as Agile/Scrum, Platform Certifications, etc.)
Familiarity with working within or the implementation of the Workday Platform is a requirement of this position.
End-to-End HR Operations: Comprehensive understanding of core HR administrative processes across the entire employee life-cycle (onboarding, payroll inputs, benefits administration, employee data management, offboarding).
Service Delivery Models: Familiarity with HR shared services concepts, tiered support models (Tier 0, 1, 2), and basic contact center operations.
Key HR Technologies (User Level): Basic understanding of how major HRIS/HCM platforms function from a user/administrator perspective, and how they support shared services.
Service Level Agreements (SLAs) & KPIs: Knowledge of how to establish, measure, and manage HR service performance metrics.
Process Improvement Methodologies: Basic familiarity with lean principles, Six Sigma concepts, or other process optimization frameworks.
Compliance & HR Regulations: General awareness of fundamental labor laws, data privacy regulations, and HR compliance requirements relevant to administrative tasks (e.g., I-9s, record-keeping)
Customer Service Principles: Understanding of best practices for delivering high-quality customer service in a professional environment.
AI for Efficiency (Conceptual): A conceptual understanding of how AI tools (e.g., chatbots, RPA) can automate routine tasks and enhance employee self-service.
Demonstrates courage to challenge "status quo" and drive continuous improvement
Basic Data Interpretation: Skill in reviewing service metric reports, identifying trends, and understanding basic root causes of service issues.
Team Leadership & People Management: Ability to motivate, coach, and manage a team of administrative or service delivery professionals
Excellent project management skills, ability to multitask, work independently, balance competing priorities, and work to deadlines in a fast-paced environment.
Ability to listen effectively and express thoughts and opinions clearly and concisely
Change Agent: ability to help team adapt to new process, as well as translate data into impactful insights that drive solutions to complex problems across the organization.
Strong interpersonal and communication skills (verbal, written, and presentation), including the ability to communicate and present complex ideas in a clear & simple way, with the ability to resonate with a diverse audience.
Demonstrate flexibility and work collaboratively across all levels in the organization.
Strong technology skills, including Excel and PowerPoint, and strong analytic abilities required.
Excellent analytical, quantitative, and qualitative skills to facilitate effective decision-making