Director, People Operations Shared Services

The Director, People Operations Shared Services is a strategic partner, operational leader, and process innovator responsible for the efficient and effective delivery of shared HR services across RJW. This role leads core HR operations and service delivery, ensures strong process discipline and compliance, and builds a high-performing team focused on responsive service, accurate execution, and continuous improvement. The role also drives standardization, self-service optimization, and better integration across HR teams to improve the employee and manager experience.

Key responsibilities

• Lead shared HR operations and service delivery across core administrative and transactional processes, including employee data management, Tier 1 employee inquiries, benefits administration, leave administration, basic HR reporting, and related HR support activities.
• Build, launch, and manage service level expectations for the HR Administration team to ensure employee questions and issues are handled accurately and in a timely manner.
• Drive accountability within the HR Administration team for service quality, responsiveness, accuracy, and overall work product.
• Establish and improve operating routines, workflows, and controls that support consistent, compliant, and efficient HR service delivery.
• Partner with Talent and broader People Operations teams to streamline processes, improve data flow, and reinforce standardized ways of working across HR.
• Optimize employee and manager self-service capabilities to reduce manual work, improve usability, and strengthen the overall service experience.
• Act as a change agent by challenging legacy processes and identifying more effective ways to deliver HR services, including the use of technology, automation, and AI-enabled solutions where appropriate.
• Ensure HR operational processes are aligned with RJW policies, internal standards, and applicable regulatory requirements.
• Lead, develop, and coach an operational HR team focused on service delivery excellence and continuous improvement.
• Use metrics, service data, and team feedback to identify process gaps, improve team performance, and enhance the employee experience.

Success profile or performance standards

• Shared HR services are delivered with strong accuracy, responsiveness, and process consistency.
• Service level expectations are clearly defined, measured, and met with visible accountability.
• Employees and managers experience timely, reliable support for core HR administrative needs.
• HR processes are more standardized across the function, with better coordination between teams and cleaner data flow.
• Self-service adoption and usability improve over time, reducing unnecessary manual intervention.
• The HR Administration team demonstrates strong customer service, sound execution, and a continuous improvement mindset.
• Opportunities to simplify work, improve efficiency, and leverage technology are identified and translated into practical improvements.

Required qualifications

• 5 or more years of experience in HR operations.
• 3 or more years of leadership experience overseeing operational HR teams.
• Demonstrated experience leading HR service delivery, administrative operations, and transactional HR processes.
• Strong understanding of HR process design, service standards, compliance, and operational controls.
• Experience improving workflows, driving standardization, and strengthening service quality across HR operations.
• Ability to lead through change and identify more efficient ways of working, including through technology-enabled solutions.
• Strong collaboration skills and ability to work across HR teams to improve integration and execution.

Preferred qualifications

• Experience supporting shared services or centralized HR operations models.
• Experience improving employee and manager self-service capabilities.
• Experience in environments with a strong operational or distribution footprint.