Director, Global Service Delivery - (Job Number: 0809072)

Director, Global Service Delivery - (Job Number: 0809072) DescriptionThe Director, Global Service Delivery is accountable for the leadership of the global HR service delivery team dedicated to the continuous improvement of the HR service delivery model designed to produce solutions that enable global consistency and standardization. Serves as the primary liaison and advisor between HR Operations, Specialist Groups (SGs), the business and the outsourcing provider. Oversees the work between HR Operations and SGs to develop global HR policies and procedures through SG Business Relationship Directors. Acts as the internal expert on the service delivery operations of the outsourcing provider; Monitors and influences service level agreements with the outsourcing provider. Oversees the communication, branding and translation support for the services covered under the outsourced solution. Establishes and monitors key measures that drive the interactive employee experience to enhance employee engagement and commitment; Reports internal service delivery performance to key leadership. Demonstrates a thorough understanding of business strategies, the competitive landscape, and current and anticipated business challenges; Creates solutions from a holistic HR systems and process perspectives within relevant business context. Proactively performs assessments and listens to clients to understand and anticipate their needs and determine their priorities in the context of the overall enterprise. Identifies solutions to support client priorities and integrates solutions across all aspects of the outsource service. Uses deep subject matter expertise, influence and process skills to help the enterprise clients and stakeholders identify and meet their high-priority needs while considering cultural and diversity implications. Leverages expertise to produce solutions that enable global consistency and standardization and facilitates exceptional performance. Designs, develops and implements enterprise-wide HR service delivery initiatives. Performs needs assessment and solution development. Conducts needs prioritization. Initiates change requests.Leads large-scale change implementations ensuring practical implementation plans that consider cultural sensitivities with other accountable parties (e.g., business partners; transaction center). Encourages informed risk-taking and acts as a catalyst for innovation within the organization; Generates practical sustainable and creative options to solve operational issues while maximizing existing resources. Develops and maintains technical knowledge in HR service delivery and technology remaining up-to-date on current trends and best practices. Participates as a contributing member of the HR Operations Leadership Team to ensure unified representation of HR Operations. Oversees the operational solutions of the Integrated Voice Response (IVR) system, case management (including case categories and escalation points), knowledge management system, portal and fulfillment forms management. Conducts gap and root-cause analyses in conjunction with case management to identify and solve service delivery issues. Ensures process development and continuous improvement. Provides consulting and expertise through effective written and verbal communications. A minimum of a Bachelor degree is required. An advanced degree with relevant background (e.g., MBA or MS) is desirable. A minimum of 10 years of managerial experience; both individual contributors and manager/director staff level is required. Global experience a must. Experience leading portions of a global organization is required. Knowledge of the J&&J HR Service Delivery market is highly desired. Exposure and experience with technology and systems to support HR infrastructures is highly desired. Demonstrated systems-thinking (ability to simplify complex ideas) is required. Multi-country experience (leads people or project outside of home country and strengthens cross-cultural leadership skills) is preferred. Multi-sector experience (works in second sector and continues to build on knowledge and strengthen capability) is preferred. Experience with Enterprise-wide HR initiatives (leads a group in a major cross-functional project or sub-project and effectively builds on experience across multiple employee populations) is preferred. Experience with Developing/hiring HR Talent; Business Cycles; Organization Design; Employee Relations; Compensation are required. Apply Now