26 days old

HR Shared Services Director

JM Family
Deerfield Beach, Florida 33442
  • Job Type
  • Job Status
    Full Time

JM Family is looking for a Director of HR Shared Services to help us build and drive a world-class associate experience through our newly created HR Services & Solutions organization (HR Shared Services). This leader will work cross-functionally, leveraging experience driving HR strategy and service delivery to optimize business results and the associate experience. This role will drive initiatives to improve process, standardize delivery, and ensure best in class experience. The ideal candidate will have prior experience creating an HR Shared Service center bringing best practices to achieve operational excellence. This individual must be a strong and proactive business leader with a transformational mindset and deep experience in process design, and bring a history of identifying and migrating work into a shared services environment for multidisciplinary HR services. The ideal candidate will be passionate about customer service, balancing flexibility and a structured approach to envision and create our new organization.


Responsibilities include but are not limited to:

  • Create a strategy for designing the work, systems and technologies to stand up the HR Shared Service Function
  • Partner with the business and HR leadership to create and implement a strategic vision for HR Shared Services
  • Partner with teams to design Associate centric service processes and systems
  • Drive the transformation of associate and manager experience, administration, customer service, automation and associate and leader self-service: increase self-service options and grow operational efficiencies
  • Build a best-in-class associate and leader support center with self-service and escalated service model
  • Influence stakeholders to migrate identified HR processes and transactions into Shared Services platform
  • Document and manage end to end associate lifecycle HR processes including new hire processing, on-boarding, integration and transitions
  • Implement and support HR technology platforms to support and enable the strategic HR framework
  • Implement and optimize HR technology systems to meet workflow requirements, creating opportunities for automation, reduction of manual process, and simple processes that help drive accuracy and productivity
  • Identify opportunities to automate, document system requirements, and/or transition HR work to partners, or to associate / manager self-service
  • Foster a customer service focus and culture throughout the organization and be viewed as a change leader
  • Develop clear service level standards that define expectations and create accountability for delivering enhanced value through HR Services
  • Deploy a case management system and manage vendors
  • Optimize HRIT to meet workflow requirements creating opportunities for automation and reduction of manual processes
  • Manage and report on the performance of the function utilizing key performance indicators (KPIs)
  • Continuously improve the quality of HR data and the integrity of downstream analytics - ensuring meaningful and trustworthy business metrics
  • Partner to build dashboards & reporting to enable transparency and access to information
  • Build a quality assurance framework to keep your fingers on the pulse of the team's delivery, ensuring the organization remains world class.
  • Cultivate deep working partnerships with stakeholders across teams
  • Partner to develop the roadmap for HRIT, ensuring the strategy is linked to business and people strategies
  • Optimize HRIT to meet workflow requirements creating opportunities for automation and reduction of manual processes


  • BA/BS degree or equivalent practical experience
  • Extensive knowledge and experience building and managing an internal HR Shared Services model for internal customers required
  • Minimum of eight years of experience resulting in comprehensive knowledge of HR operations, programs, technology and service delivery in a complex organization 
  • Extensive knowledge and experience with customer service operating standards, processes, service level expectations and driving high levels of customer care 
  • Minimum of five years of experience in people/team management, setting expectations and goals and driving high levels of performance 
  • Strong technical and system knowledge and capabilities, experience leading an HRIT/HRIS team highly preferred
  • Experience with building out or managing an HR shared services delivery model, with expertise around Tier 0/Tier 1/Tier 2/Tier 3 support models and experience implementing them by building out a standard work structure and consistent service delivery model
  • Experience transitioning to and delivering through an HR case management system (ServiceNow preferred), including ownership of content / knowledge to deliver self-service needs.
  • Effectively manages complex simultaneous assignments with potentially conflicting priorities and deadlines, and have a proven ability to work with stakeholders to prioritize, sequence and deliver services within an overall roadmap
  • Demonstrated experience leading technology implementation, experience with ServiceNow and Ultimate Software highly preferred
  • Strong analytics, data, and systems background
  • Ability to create and foster strong cross-functional networks and provide strategic consulting
  • Highly skilled at building trust and influence, driving for results with and through people
  • Proven ability to manage and lead projects to successful completion
  • Proven ability to manage and lead through change.
  • Ability to build a strong network (internal and external) of resources, partnering to accomplish shared results.
  • Travel required


Posted: 2019-07-24 Expires: 2019-08-23

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HR Shared Services Director

JM Family
Deerfield Beach, Florida 33442

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