Job Description

Overview

The Director, Process Excellence & Transformation establishes governance, process excellence, and transformation capabilities that improve organizational effectiveness across HR & Finance Services and related Centers of Expertise.

Working across operating model design, intake and demand management, process governance, continuous improvement, AI enablement, and strategic transformation delivery, the role partners with Global Process Owners, functional leaders, technology teams, project managers, and operational stakeholders to create scalable frameworks, improve performance, and accelerate adoption of new capabilities.

The Director provides leadership across process excellence, governance, transformation, risk management, project management, capability development, and stakeholder alignment, creating clear ownership and practical operating approaches in complex, cross-functional environments.

The Role

• Lead process improvement initiatives using structured continuous improvement methodologies.
• Design and implement governance frameworks that clarify process ownership, decision rights, accountability, and organizational responsibilities.
• Establish intake, prioritization, demand management, and service governance capabilities.
• Lead and support transformation initiatives involving process redesign, technology adoption, operating model evolution, and organizational change.
• Lead the design and execution of AI enablement initiatives, workshops, and agent-building programs
• Develop governance models supporting risk management, compliance, controls, and operational excellence.
• Build process excellence capability through training, coaching, frameworks, templates, and standards.
• Partner with Global Process Owners, HR Services leaders, HR Technology teams, operational leaders, and project managers.
• Facilitate discussions and working sessions that align stakeholders around priorities, requirements, ownership, governance, decisions, and execution plans.

During BAU

• Develop process documentation, quality management approaches, performance frameworks, and governance mechanisms.
• Identify opportunities to simplify, standardize, automate, and improve business processes.
• Coach leaders and teams on process management and structured problem solving.
• Define ownership models and governance structures that support scalable delivery and sustainable operations.
• Develop reusable methodologies supporting process ownership maturity and operational excellence.
• Partner with continuous improvement practitioners and operational teams to strengthen problem-solving capability.
• Enable leaders to manage process performance and transformation initiatives effectively.
• Maintain visibility into strategic risks, dependencies, and organizational readiness.
• Connect teams and functions to support coordinated delivery of strategic initiatives.

During Transformation

• Partner with project teams to define scope, governance, risks, deliverables, and implementation approaches.
• Facilitate cross-functional alignment on operating model and governance decisions.
• Facilitate workshops and working sessions that drive alignment, decisions, and execution.
• Support process transformation, service evolution, operational excellence, and capability-building initiatives.
• Create frameworks, tools, workbooks, training, and governance models that support AI solution development.
• Guide teams in identifying focused automation opportunities and translating business problems into AI-enabled solutions.
• Establish methods that strengthen delivery readiness and responsible adoption.
• Define escalation, intake, investigation, ownership, and decision-making frameworks for critical business processes.
• Facilitate risk assessments and governance discussions across stakeholder groups.

Qualifications

Qualifications

• 7-10+ years of experience in Continuous Improvement, Operational Excellence, Process or Program Management, Business Transformation, Consulting, or related disciplines.
• Demonstrated experience leading complex process improvement, governance, or transformation initiatives.
• Strong knowledge of continuous improvement, operational excellence, process management, program management, and structured problem-solving methods.
• Ability to create structure and clear ownership in ambiguous, cross-functional environments.
• Experience designing governance, intake, demand management, quality, or service management frameworks.
• Strong facilitation, stakeholder management, communication, and influencing skills.
• Strong project management skills, working with cross functional teams to drive business change.
• Ability to translate business needs into practical frameworks, plans, and scalable operating approaches.
• Working knowledge of technology-enabled transformation, automation, analytics, and AI-enabled process improvement.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.

Compensation and Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role.

Compensation

For US, the base salary compensation range being offered for this role is $130,000-$160,000 USD annually. This role is also eligible for an annual short-term incentive bonus.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Mental health/emotional wellbeing (including Employee Assistance Program), medical (including prescription drug coverage and fertility benefits), dental, vision, Health Savings Account, Commuter Accounts, Health Care and Dependent Care Flexible Spending Accounts, company-paid life insurance, supplemental life insurance, AD&D, group accident, group critical illness, group legal, identify theft protection, wellbeing program, adoption assistance, surrogacy assistance, auto/home insurance, pet insurance and other work/life resources
• Leave Benefits: Paid holidays, annual paid time off (includes state/local paid leave where required), company-paid disability (short-term and long-term disability), other leaves (e.g., bereavement, FMLA, ADA, jury duty, military leave, and Parental and Adoption Leave), Paid Time Off (only included for Washington roles)
• Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans' eligibility requirements