Director, HR Shared Services
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Job Description
Director of HR Shared Services responsible for orchestrating technology-enabled global HR delivery models at Genesys. Leading team to enhance employee experience through automation and efficient service delivery.
Responsibilities:
- Lead the design and deployment of a global, technology-enabled HR Shared Services operating model aligned to enterprise strategy
- Architect end-to-end service delivery integrating Workday, ServiceNow, Genesys Cloud, and adjacent HR technologies into a cohesive ecosystem
- Define workflow orchestration logic, service channels, escalation pathways, automation triggers, and AI enablement points
- Establish global design standards that ensure consistency while enabling appropriate regional flexibility and compliance
- Partner with IT to drive the continuous evolution of ServiceNow and the implementation and optimization of Genesys Cloud
- Lead a globally distributed HR Shared Services team across the Americas, EMEA, and APAC
- Define and manage service standards, SLAs, KPIs, quality metrics, and employee experience indicators
- Ensure consistent knowledge management, case handling practices, and service execution across regions
- Build a culture of accountability, customer centricity, operational discipline, and continuous learning
- Align regional delivery models with enterprise governance, risk management, and platform standards
- Embed AI-driven automation and orchestration into core service workflows to reduce manual effort and improve responsiveness
- Identify, prioritize, and implement automation opportunities that enhance efficiency and elevate employee experience
- Ensure responsible, secure, and scalable deployment of AI-enabled capabilities in partnership with IT and data governance teams
- Monitor adoption, performance, and measurable value realization of automation initiatives
- Design seamless, intuitive employee service journeys across self-service, case management, and assisted service channels
- Reduce friction, improve resolution times, and increase first-contact resolution rates
- Leverage service data, analytics, and employee feedback to continuously refine workflows and touchpoints
- Operationalize and reinforce the Employee Value Proposition through consistent, high-quality service delivery
- Establish governance frameworks for service operations, platform configuration, and integration management
- Define and track performance metrics including service levels, first-contact resolution, case aging, cost-to-serve, automation rates, and employee satisfaction
- Lead structured continuous improvement initiatives to enhance service scalability and effectiveness
- Maintain integration integrity across platforms and proactively address risks, redundancies, and technical debt
- Partner with HR Centers of Excellence and HR Business Partners to align service delivery with evolving business priorities
- Provide strategic input into platform roadmaps, technology investments, and capability prioritization
- Translate HR strategy and workforce needs into scalable service delivery solutions
- Contribute to broader HR transformation initiatives across the enterprise
Requirements:
- Demonstrate 10 or more years of progressive HR operations, shared services, or service delivery leadership experience with global scope
- Prove experience designing and deploying technology-enabled HR service models at enterprise scale
- Exhibit deep expertise integrating Workday, ServiceNow, contact center platforms, and orchestration technologies such as Genesys Cloud
- Lead global, distributed teams across multiple regions including the Americas, EMEA, and APAC
- Drive automation initiatives that improve operational efficiency and employee experience
- Partner effectively with HRIS, IT, enterprise architecture, and operations stakeholders in complex environments
- Establish governance frameworks, SLAs, KPIs, and performance management systems for shared services
- Lead large-scale transformation initiatives while maintaining operational stability
Benefits:
- Medical, Dental, and Vision Insurance.
- Telehealth coverage
- Flexible work schedules and work from home opportunities
- Development and career growth opportunities
- Open Time Off in addition to 10 paid holidays
- 401(k) matching program
- Adoption Assistance
- Fertility treatments
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