What is the role?The HR Employee Services (HRES) Lead is responsible for leading the delivery of employee-centered HR services that support an exceptional employee experience while ensuring operational excellence, compliance, scalability, and continuous improvement. This role provides strategic and operational leadership for HR service delivery, workforce planning, case management, operational oversight, process optimization, and organizational capability development.
The HRES Lead oversees a team responsible for delivering consistent and efficient HR services and partners closely with HR Centers of Excellence, HR Business Partners, Payroll, HRIS, Compliance, Legal, and business leaders to drive operational performance, optimize service delivery, and support business objectives.
Key Responsibilities:- Lead the delivery of HR Employee Services operations, ensuring timely, and employee-centered support that meets established service, quality, productivity, and performance standards.
- Develop, coach, and lead a high-performing team by fostering accountability, collaboration, engagement, continuous learning, and a culture of service excellence.
- Drive operational excellence by overseeing service delivery, workload management, operational oversight, and resource prioritization to achieve business and service objectives.
- Oversee workforce planning, capacity management, and resource allocation to ensure operational readiness and the ability to meet current and future business demands.
- Serve as the escalation point for complex employee matters, providing sound judgment and balancing employee experience, compliance requirements, operational effectiveness, and business priorities.
- Partner with the wider HR Operations function to implement SLAs, review documentation quality, knowledge management, and continuous enhancement of service delivery capabilities.
- Build strong partnerships with HR, Payroll, HRIS, Compliance, Legal, and business leaders to ensure alignment, resolve operational challenges, and enhance the employee experience.
- Lead process optimization, standardization, automation, and technology initiatives that improve efficiency, scalability, data integrity, and organizational effectiveness.
- Establish and maintain quality assurance, compliance, risk management, and operational control practices that ensure consistency, operational excellence, and adherence to company policies and regulatory requirements.
- Leverage operational metrics/reporting, workforce analytics, and business insights to identify trends, drive informed decision-making, and improve organizational and service performance.
- Lead organizational change, support mergers and acquisitions, and transformation initiatives by ensuring operational readiness, effective change management, and sustainable service delivery practices.
Qualifications:- Experience leading HR service delivery, knowledge management, workflow optimization, SLA management, and operational reporting.
- Strong knowledge of HR operations, employee services, shared services delivery models, employment practices, and compliance requirements.
- Demonstrated ability to lead teams, develop talent, drive organizational performance, and manage operational change.
- Experience with workforce planning, operational oversight, service delivery metrics, and continuous improvement methodologies.
- Strong analytical, problem-solving, and project management skills with the ability to translate data into operational and strategic decisions.
- Excellent communication, stakeholder management, and influencing skills with the ability to build strong cross-functional partnerships.
- Ability to manage competing priorities and lead effectively in a fast-paced, evolving environment.
- Bachelor's degree in Human Resources, Business Administration, or a related field, or equivalent combination of education and experience.
- Minimum of five (5) years of progressive HR operations, shared services, employee services, or customer service experience.
- Minimum of three (3) years of leadership experience managing teams and operational performance.
Preferred Qualifications:- Professional HR certification (e.g., SHRM-CP, PHR)
- Experience with Workday HCM or other enterprise HRIS platforms.
- Experience leading HR technology implementations, digital transformation initiatives, or large-scale process improvement projects.
Compensation and BenefitsThe expected base salary range for this role is $145,000 - $160,000; actual base salary will be determined based on factors including candidate experience and work location. This role is classified as [non-exempt/exempt] under the Fair Labor Standards Act (FLSA).
In addition to a competitive base salary, employees are eligible to receive a discretionary bonus. Howden also offers a variety of benefits and programs, subject to eligibility, including:
• Medical, dental, and vision insurance, including healthcare savings and reimbursement accounts
• 401(k) retirement plan
• Flexible Paid Time Off and paid parental leave
• Life and Disability insurance
Permanent
