Associate Director HR Operations – Head of HR Services

About the role

Lead a strategically important HR Operations function for the Americas, delivering high‑quality HR services and driving operational excellence. The role focuses on transforming service delivery through process optimisation, capability development, digital innovation and AI‑enabled ways of working.

Key responsibilities

• Provide leadership to HR Services teams, fostering accountability, continuous improvement and innovation.
• Oversee Workforce Administration, Payroll, Time Management and HR Advisory services across the Americas, ensuring reliable service delivery and SLA performance.
• Drive transformation of HR delivery via process simplification, standardisation, automation, digital solutions and AI capabilities.
• Build strong partnerships with site HR teams, business leaders and regional stakeholders to deliver efficient employee support.
• Collaborate with Payroll, Digital HR and Global Process Owner teams to enhance end‑to‑end employee lifecycle, payroll and time‑management operations.
• Use service metrics and data insights to identify continuous‑improvement opportunities and enhance employee experience.
• Lead resolution of complex service‑delivery issues and escalations while maintaining stakeholder confidence.
• Support strategic and operational change initiatives, ensuring adoption of new processes, technologies and ways of working.
• Advance the Americas HR Capability Center, strengthening capabilities and preparing the organisation for future business needs.

Required profile

• Proven experience leading HR Operations, Shared Services or Employee Services teams in a complex, global organisation.
• Strong expertise in workforce administration, employee‑lifecycle processes, payroll operations and service‑delivery management.
• Demonstrated success in leading transformation, building new capabilities, driving operational improvements and managing change.
• Excellent leadership, coaching and stakeholder‑management skills with the ability to influence at senior levels.

Required skills

What we offer

• Agile career path within a dynamic working culture.
• Inclusive and ethical workplace.
• Compensation programmes that recognise high performance.
• Variety of benefits dependent on role and location.