Work Schedule
This role is hybrid which requires you to report to 100 Church Street, New York, NY three days per week (Tuesday/Wednesday/Thursday).
Scope of Responsibilities
Strategic Transformation & Modernization Mandate
Stabilize and elevate a high-volume HR service environment.
Transform HR Shared Services into a modern, scalable HR service function aligned to enterprise growth and digital enablement strategy.
Shift the service delivery model from transactional dependency to structured self-service enablement.
Establish operational discipline through structured KPI design, performance management, and accountability standards.
Optimize capacity at current staffing levels through workflow redesign, automation, and MSS/ESS adoption.
Build a data-driven business case for additional resources only after demonstrating optimization of existing tools and workflows.
Diagnostic & Assessment Responsibility
Conduct a comprehensive assessment of the current HR Shared Services operating model, including service workflows, knowledge base maturity, case taxonomy, response quality, and performance metrics.
Evaluate case volume trends, seasonality, and complexity distribution.
Establish productivity baselines per FTE and identify capacity constraints.
Develop and execute a phased modernization roadmap aligned with HR Operations strategy.
Service Delivery Leadership & Operational Excellence
Select, develop, and retain a team capable of handling a large volume of inquiries and responding quickly while ensuring accuracy and a personal touch.
Create and provide knowledge transfer covering all new initiatives and annual programs.
Establish metrics and measure and provide feedback on response quality and employee interaction standards.
Oversee operational HR compliance and regulatory processes to ensure risk is mitigated.
Ensure processes and systems continue to be streamlined and improved.
Actively challenge the status quo and act as a catalyst for change by decisively adopting innovative ways of working and driving continuous improvement.
KPI Governance & Performance Accountability
Lead the definition, implementation, and refinement of foundational HR Shared Services KPIs following completion of the diagnostic assessment.
Establish measurable performance indicators including response time, resolution time, first-contact resolution, backlog, escalation rates, knowledge effectiveness, and employee satisfaction.
Partner with Director HR Technology to ensure KPI measurement is system-enabled, automated, and scalable.
Present KPI framework and threshold recommendations to VP HR Operations for approval and alignment.
Use KPI insights to drive operational discipline, workforce planning, and continuous improvement.
Establish a culture of accountability and performance transparency within HR Shared Services.
Service Model Modernization & Digital Enablement
Lead the operational optimization of ServiceNow and Workday to improve bandwidth, productivity, and quality.
Identify and implement system enhancements to reduce manual work and improve self-service utilization.
Lead continuous process improvement across all workflows within HR Shared Services and identify opportunities to add value to other HR teams.
Partner closely with HR Technology and HR Process teams to reduce friction, improve automation, and strengthen digital workflows.
Monitor employee feedback and case trends to identify recurring friction points and partner cross-functionally to improve end-to-end employee experience.
Knowledge Management Modernization
Assess and redesign the HR Shared Services knowledge base to ensure accuracy, usability, and alignment to current policies and processes.
Establish governance standards for article creation, review cycles, and ownership accountability.
Implement structured knowledge optimization aligned to top case drivers.
Measure and improve knowledge deflection rates and content effectiveness.
Operational Efficiency & Capacity Optimization
Conduct ongoing capacity modeling to determine service scalability at current staffing levels.
Quantify efficiency opportunities through increased MSS/ESS adoption and workflow automation.
Monitor case drivers and partner cross-functionally to eliminate root causes of avoidable inquiries.
Develop data-backed resource planning scenarios based on demonstrated operational optimization.
Data, Metrics & Reporting
Establish and monitor service metrics including response time, resolution quality, and employee satisfaction.
Forecast, analyze, and interpret service trends to proactively address bottlenecks and systemic issues.
Develop reporting dashboards to monitor case volume trends, service quality, and operational efficiency.
Support cross-HR initiatives with actionable data relevant to departmental workload.
Cross-HR Partnership & “One HR” Alignment
Build partnership relationships with HR COEs to ensure consistent support and seamless employee experience.
Analyze case trends and employee feedback signals to identify recurring friction points across the employee lifecycle and partner cross-functionally to improve the end-to-end employee experience.
Provide strategic and functional leadership to cross-HR initiatives.
Drive alignment across HR functions to eliminate silos and ensure shared ownership of employee support outcomes.
Talent Development & Team Leadership
Develop team members to build a talent pipeline into HR Shared Services and across HR.
As part of performance management, implement a structured observe–feedback–coach approach within HR Shared Services, leveraging direct observation and performance data to provide timely, constructive coaching that strengthens service quality, reinforces accountability, and drives continuous improvement in a high-volume environment.
Build a high-energy, accountable culture that balances service excellence with operational discipline.
Minimum Qualifications
Bachelor's degree from an accredited institution.
7+ years’ prior work experience in a progressive HR environment, including leading an HR operational team.
Prior people management experience.
Demonstrated process improvement and change management experience.
Ability to prioritize heavy workload in a fast-paced environment with changing deadlines.
Strong analytic skills and ability to analyze and interpret information and identify trends.
Strong communication skills (verbal & written) and problem-solving skills.
Strong attention to detail and customer acumen.
Preferred Qualifications
Experience with ServiceNow and Workday.
WE ARE AN EQUAL OPPORTUNITY EMPLOYER. HF Management Services, LLC complies with all applicable laws and regulations. Applicants and employees are considered for positions and are evaluated without regard to race, color, creed, religion, sex, national origin, sexual orientation, pregnancy, age, disability, genetic information, domestic violence victim status, gender and/or gender identity or expression, military status, veteran status, citizenship or immigration status, height and weight, familial status, marital status, or unemployment status, as well as any other legally protected basis. HF Management Services, LLCshallnotdiscriminateagainstanydisabledemployeeorapplicantinregard to any position for which the employee or applicant is otherwise qualified.
If you have a disability under the Americans with Disability Act or a similar law and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to
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