The RoleThe
Director, Global People Services leads a scalable, consistent global service delivery organization spanning employee support, employee lifecycle administration, and benefits and leave administration. This leader will use AI to build Tier 0 self-service and Tier 1 employee support, enable seamless escalation from Tier 1 to Tier 2 through AI-assisted triage, case summarization, and routing to specialists, establish service standards and controls, and transition repeatable transactional work from regional HR teams in phases while preserving required local expertise and service continuity.
Responsibilities include:- Lead global employee service delivery: Direct the HR Services, Employee Lifecycle, and Benefits/Leave teams; clarify accountabilities; build team capability; and develop an effective regional delivery network.
- Build the employee support model: Design and build AI-enabled Tier 0 self-service, including knowledge content, conversational support, and guided answers, with content accuracy, privacy safeguards, and seamless escalation to Tier 1. Own Tier 1 case intake and triage, inquiry follow-up, escalation pathways, service levels, case reporting, access support, and client RFP support. Use AI to assist Tier 1 case classification, routing, knowledge retrieval, and response drafting, and Tier 2 case summarization, research, and complex issue resolution, with human review, privacy safeguards, and specialist accountability.
- Oversee employee lifecycle administration: Ensure timely and accurate employee data changes, onboarding, offboarding, transfers, promotions, job changes, I-9 compliance, and employee records management.
- Coordinate benefits and leave administration: Oversee program administration and employee support in partnership with Total Rewards, vendors, HR business partners, and local specialists.
- Drive the FY27 service transition: Map regional transactions and roles, document processes, assess readiness, and sequence work and resource transfers with clear ownership, controls, and uninterrupted service.
- Strengthen quality, controls, and compliance: Establish operating procedures, data and privacy controls, audit-ready documentation, escalation protocols, and consistent execution across regions.
- Improve service performance: Use case, transaction, and employee feedback data to identify root causes, simplify processes, expand self-service, and improve resolution time and employee experience.
- Partner across HR: Work closely with Payroll, HR Technology and People Analytics, Total Rewards, HR business partners, and regional HR teams to improve data quality, system workflows, reporting, and end-to-end employee processes.
- Lead change and stakeholder engagement: Communicate the service delivery vision, manage expectations, and build adoption among employees, managers, HR partners, and leaders.
Required Skills and Professional Experience- Bachelor's degree in Human Resources, Business Administration, or a related field; 10+ years of equivalent relevant experience considered.
- Progressive experience leading HR operations, employee services, shared services, or an HR service center in a complex, multi-country organization.
- Demonstrated success building teams, implementing service delivery models, and transitioning transactional HR work across functions or regions.
- Strong knowledge of employee lifecycle processes, case management, knowledge management, HR systems, employee data controls, and service metrics.
- Working knowledge of benefits, leave, privacy, records, and employment compliance administration, with the ability to engage local experts where required.
- Experience managing vendors, cross-functional initiatives, process documentation, operational controls, and continuous improvement.
- Strong analytical, communication, stakeholder management, and change leadership skills.
Leadership Competencies
- Enterprise and global mindset
- Employee-centered service orientation
- Operational discipline and sound judgment
- Inclusive people leadership and talent development
- Cross-functional collaboration and influence
- Change leadership and execution
- Data-driven decision-making and continuous improvement
Success Measures
- Service-level attainment and responsiveness
- Case resolution time and first-contact resolution
- Employee and manager satisfaction
- Transaction accuracy, timeliness, and data quality
- Adoption and effectiveness of self-service and knowledge content
- Control effectiveness, compliance, and audit readiness
- Successful transition of regional work with clear ownership and service continuity
- Documented process improvements and measurable productivity gains
