Summary of the Role:
As a Director, HR Operations - Service Delivery, you will lead a global team located in multiple countries focused on operational excellency, efficiencies and driving customer support through managing our service delivery model to over 40,000 Western Digital employees and leaders. This role leads the team that is on the front line responding to employee inquires as well as evolving and streamline workflows, customer service and increasing overall effectiveness and efficiencies across HR operational processes. This role reports to the Senior Director of HR Experience and Operations.
Job Responsibilities and Role Accountabilities:
Strategic Planning and Execution
- Develop and implement operational strategies aligned with organizational goals.
- Define service delivery frameworks and performance standards.
Service Delivery Oversight
- Ensure consistent, high-quality delivery of services to clients or internal stakeholders.
- Monitor service level agreements (SLAs) and key performance indicators (KPIs).
Process Optimization
- Identify inefficiencies and implement process improvements to enhance productivity and reduce costs.
- Drive automation and technology adoption for streamlined operations.
Team Leadership and Development
- Lead and mentor operations managers and service delivery teams.
- Foster a culture of accountability, collaboration, and continuous improvement.
Budget and Resource Management
- Manage operational budgets, forecasting, and resource allocation.
- Optimize staffing and capacity planning to meet demand.
Risk and Compliance Management
- Ensure compliance with regulatory requirements and internal policies.
- Mitigate operational risks through proactive planning and controls.
Stakeholder Communication
- Act as the primary liaison between operations and executive leadership.
- Provide regular reporting on performance, challenges, and opportunities.
- Implement standardized and regular business reviews with key clients in COEs / HR and the business.
Customer Experience and Satisfaction
- Drive initiatives to improve client satisfaction and retention.
- Address escalations and resolve service delivery issues promptly.