Responsible for managing HR & Payroll Operations and Delivery functions including the design, development, implementation and maintenance of processes and procedures to enable a positive employee experience for clients contracted for HRO and Payroll services, reporting into the Sr Director of Global HRO & Payroll Delivery Operations.Understanding of FTE and transactional pricing models, forecasting future billable work and ensuring running fees and monthly base charges are done accurately.Responsible for ensuring consistently, timely and high-quality processing of HRO, Workforce Administration and Payrolls for multiple Operating and Strategic Companies that are Conduent clients todayPM technology implementationsDrive delivery of operational performance and service standards within a service team – monitoring client elected services against pre-defined Service Level Agreements and Key Performance Indicators on a daily, weekly and monthly basis for the teams you are overseeing. Develop robust action plans for client that may slip below the minimum and expected SLA/KPI targets. Desire to “dig into the details” (as needed) to develop the best plan.Foster relationships with internal Client Advocacy Teams and Account Managers, while ensuring delivery and assisting in Conduent Business growth. Required to deliver transparent and timely communications to client stakeholders concerning process risk, proposed changes, strategic needs and opportunities for best-in-class performance. Evaluate a Statement of Work (SOW) and ensure teams are meeting contractual obligations. Resolve escalations, by working with Ops Teams and external providers in obtaining and understanding root cause analysis and corrective action for complex or non-routine situations for all levels of employees and management.Initiate, lead and/or actively participate in special projects that meet the needs of customers, enhance efficiencies and streamline department processes and procedures.

Lead the HR global transformation of standardising and simplifying the way we work - this includes reviewing routes to service, driving continuous improvement, design fit for purpose SLA’s and implementing new technology to provide a better customer experience. Lead a HRSS function of 3 direct reports and a total team of 8 that is responsible for all HR and Payroll service delivery in the UK, France, Netherlands, Germany, Spain, Italy, Russia, Ukraine as well as Asia with China, Philippines, and India.Lead rebranding of Shared Services globally and understand how we communicate and obtain buy-in from the Global Leadership Team.Champion the effort to improve the efficiency of Shared Services for both Payroll and HR through the use of technology and shared service SME practices.Delivering process improvement and standardisation - ensuring alignment of company policies, practice and procedures with a view to global routes to service.Lead the HRSS team to achieve operational objectives around SLA’s, quality output and project work.A full understanding of Shared Services best practice including a solid understanding of HR and Payroll processes and how these processes drive efficiency and a great customer experience.Using analytics and data reporting capability, look at how we can use this data to ensure a more holistic view of upcoming workload can be dealt with. Management and mentoring skills - ability to develop relationships with employees of all levels/backgrounds.Able to travel as required to support the EMEA regional and Global HR Shared Services activity.Leadership through change – to engage the team in change and provide a positive experience for them on the change journey.

Own and lead a HR Shared Services implementation project with accountability of delivering all workstreams including HR Policy Review, Recruitment, ‘As Is’ and ‘To Be’ Process Mapping, Stakeholder Engagement, Comms, FTE calculation, system deployment etc.After implementation, be accountable to deliver end-to-end employee life cycle processes including People Online administration, compensation, benefits, leave, payroll, timekeeping, and HR Advisor services within a tiered shared service model.Use Lean Six Sigma to achieve process efficiency ensuring that each process review has the customer (Employee and Line Manager) experience central to any changes implemented. Day to day management of 3 direct reports with a total headcount responsibility of 15 HR professionals at different levels. Ensure the HR Shared Service Centre achieve a high percent of first contact resolution through knowledge sharing and training.Collaborate with the business to design, development, and maintenance of integrated end-to-end employee life cycle processes, ensuring design will enable flawless execution.Ensure regional and local compliance with relevant legal and regulation requirements, including GDPR.Use analytical skills to properly evaluate and interpret business requirements and provide feedback of customer needs, ROI, business value and project planning.Manage service delivery on all core HR end-to-end business processes with full understanding of downstream impacts throughout employee life cycle.Ability to manage stakeholders at all levels and the ability to work across cross-functional, cross-organisational teams.