1+ months

Sr. Director, HR Shared Services

Augusta, GA 30901

In this position, the chosen candidate will lead a multi-tiered approach for delivering HR Shared Services consistently across ADP, supporting 35+ countries. This function is integral to our ability to deliver efficient services for our associates while ensuring high quality and user satisfaction. Shared Services Operations includes the Associate Call Center, HR Data Administration in multiple systems of record, Benefits / Leave / Workers' Compensation Administration, Onboarding support, new hire coordination and other associate support services. An ideal candidate will demonstrate a strong focus on continuous improvement with an employee experience and culture building mind-set. This leadership role will oversee a team of Directors, Managers and individuals based out of our hubs in Augusta, Prague and Hyderabad, along with several smaller locations.

The individual in this role will be responsible for implementing best in class processes and tools to manage call center and data operations teams globally. Experience managing global HR call centers, transitioning work from HR to centralized shared services teams, call center and case management tools, design and implementation, knowledge base management and process documentation are critical. Demonstrated relationship building skills with HR partners to improve delivery and address issues. Detailed focus on data and process to ensure data integrity. Ability to understand technical data flows across multiple systems. Lean/Process focus to simplify work is required to allow for additional scope growth in the function.

The successful candidate will provide leadership, supervision and guidance to all shared services operations team members, serving as a problem solver, mediator and coach. Interviews, hires and trains associates; plans, assigns and directs work; assesses performance and takes the vital action to achieve peak performance. Coaches associates relative to career and team development. This key role will oversee a team of leaders and individual contributors.


  • Lead the HR Shared Service operations delivery and manage service center resources for the Associate Call Center, Data Administration, Benefits Administration and other HR support functions.
  • Bring expertise on Service Center best-practices (including structure, tools, measurement, compliance and management) while driving continuous improvement for a scalable and sustainable delivery model.
  • Ensure all SLAs within the shared services operation are consistently met / reviewed / revised as appropriate
  • Monitor, analyze, and report on key data through the development of appropriate metrics which measure the performance of the service teams.
  • Establish a plan for International service support for an additional 12+ countries.
  • Create and maintain effective organization of responsibility, including training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision for shared services operations organization. Ensures services are well documented with robust operating procedures.
  • Work in partnership with the technology teams to ensure associate and manager self-service systems effectively interface with other key business systems and internal shared services processes.
  • Develop short term mitigation plans when needed to scale shared service operations in the absence of scalable systems and tools.
  • Develop vendor management processes and controls for internal/external vendors supporting client delivery (leaves services, childcare providers, etc.).
  • Support the operationalization of new services and facilitate effective transition of knowledge from global projects to regional operations. May include annual programs, new systems/tools or program initiatives as examples.
  • Be detailed and technically savvy and able to implement and adjust data, processes and workflow as a Process SME globally.
  • Lead process improvement initiatives including mapping current state processes and re-engineering for ideal future state delivery. Focus on continuous improvement for adding new services or improving existing ones.
  • Handle particularly difficult/complex issues and ensures the full resolution of problems.


  • 10+ years of progressive responsibility leading HR Shared Service delivery across a global delivery footprint.
  • Strong Operational Management skills including a proven ability to manage global teams, clients, stakeholders and workflow.
  • Solid understanding of call center and shared services technology, procedures and best practices.
  • Demonstrated ability to develop strong relationships with others.
  • Demonstrated experience with process management.
  • Effective written and verbal communication skills across multiple formats: formal presentations, meetings, conference calls, e-mails, and communications.
  • Excellent interpersonal communication skills.
  • Ability to make sound decisions in accordance with corporate policies.
  • Solid understanding of federal and state regulations as they pertain to HR.
  • Professional Human Resources (PHR) certification preferred.

We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE Magazine, and recognized by DiversityInc as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.


Posted: 2020-07-29 Expires: 2020-12-26

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Sr. Director, HR Shared Services

Augusta, GA 30901

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