Director, Regional HR Shared Services

About the role

We are seeking a strategic leader to design, implement and scale a customer‑focused HR Shared Services model across North and Central America. Based in our Global Support Center in Costa Rica, the Director will drive operational excellence, governance and continuous improvement of HR services.

Key responsibilities

• Develop and execute the regional HR Shared Services strategy aligned with enterprise HR priorities.
• Lead the transition to a tiered service delivery model with a single intake point, clear ownership and defined escalation paths.
• Oversee Tier 1 intake, Tier 2 support, case routing, service resolution and process standardisation across the region.
• Partner with HRIS, IT and other HR centres to optimise Workday, case‑management and knowledge‑management tools.
• Establish governance frameworks, operating procedures, service standards and controls for shared services.
• Monitor and improve SLAs, KPIs, customer satisfaction and operational effectiveness.
• Coach and develop a high‑performing HR Shared Services team, including managers and individual contributors.
• Drive transformation initiatives that enhance automation, self‑service adoption and colleague experience.

Required profile

• Proven experience leading large‑scale HR Shared Services or similar service delivery functions.
• Strong understanding of HR processes, governance and compliance in a multi‑country environment.
• Demonstrated ability to design and implement tiered service models and drive continuous improvement.
• Excellent stakeholder management skills with HR Business Partners, Centres of Excellence, Payroll, Talent Acquisition and Total Rewards.
• Leadership experience managing distributed teams across North and Central America.

Required skills

• Workday