JOB RESPONSIBILITIES

People Leadership & Team Development

• Lead, coach, develop, and provide oversight for a team of Talent Operations professionals responsible for centralized operational talent processes, services, and systems.

• Set priorities, manage capacity, assign work,monitorperformance, and supporttimelydelivery of teamobjectivesand service commitments.

• Provide ongoing feedback, training, onboarding support, performance coaching, and development guidance to strengthen team capability and operational maturity.

• Promote accountability, collaboration, inclusion, knowledge sharing, and a high-quality service mindset across the team.

• Exercise judgment and take responsibility for decisions and actions in overseeing team operations, escalations, and service outcomes.

• Share insights, lessons learned, and best practices to enhance team effectiveness and consistency.

Operational Leadership & Service Delivery

• Manage centralized, repeatable, and scalable Talent Operations processes, transactions, cases, and service delivery activities across assigned business areas.

• Oversee operational execution to ensure activities are completed accurately, consistently, efficiently, and in compliance with firm policies, procedures, service standards, and regulatory expectations.

• Act as an escalation point for complex operational issues, stakeholder concerns, policy interpretation, process exceptions, and service disruptions.

• Research, resolve, and respond to complex escalated matters using best practices, precedent, documentation, andappropriate escalationto Talent Risk & Relations, Legal, or other partners as needed.

• Maintain strong operational partnerships with Talent Operations teams, Centers of Excellence, business leaders, vendors, and technology partners to minimize risk and support service excellence.

• Identifyand develop solutions to address changing operational business needs whilemaintainingcompliance, consistency, equity, andan employee-focused service experience.

Process, Documentation & Operational Excellence

• Advise and collaborate on talent process creation, modification, documentation, and maintenance to support continuous improvement and compliance with policy, process, and procedure.

• Develop progressive, proactive, and standardized processes and procedures that enable consistency, equity, efficiency, and a strong stakeholder experience.

• Lead or oversee process reviews, quality audits, service improvement efforts, knowledge management practices, templates, job aids, and team documentation.

• Identifyprocess gaps, control concerns, data integrity issues, recurring pain points, and operational risks; develop recommendations and implementation plans.

• Drive adoption of new processes, tools, workflows, technologies, and service delivery models across Talent Operations.

• Build andmaintainoperational controls, documentation, and governance practices that support audit readiness and sustainable execution.

Project, Program & System Leadership

• Develop and lead global enterprise system processes related to assigned Talent Operations services within Workday and associated systems.

• Collaborate cross-functionallywith Talent Operations teams, Centers of Excellence, Talent Technology, vendors, and business leaders to develop, implement, train, and support critical processes and programs.

• Provide leadership forOperationsprocess development, ongoing administration, new program development, quality audit reviews, reporting, and related operational implementation efforts.

• Partner with Talent Technology to research, test, resolve, and communicate critical issues on Talent-related technology and software platforms.

• Identifysystem solutions, process efficiencies, automation opportunities, and operational improvements that support scalability and business needs.

• Facilitate meetings, document decisions, communicate progress, manage risks and dependencies, and support successful execution of deliverables.

Data, Reporting & Operational Analysis

• Ensure data integrity and quality for stakeholders by overseeing team practices, controls, reporting processes, and issue resolution activities.

• Analyze operational metrics, team performance, stakeholder feedback, audit findings, quality review results, and service data toidentifytrends, risks, and improvement opportunities.

• Develop,maintain, and communicate reports, dashboards, summaries, and operational insights that support business decisions and continuous improvement.

• Translate operational data into actionable recommendations that improve service delivery, quality, compliance, efficiency, and stakeholder experience.

• Use data-driven insights to support workforce planning, prioritization, process optimization, and operational strategy for assigned areas.

Stakeholder Consultation & Partnership

• Serve as a trusted operational leader and advisor to Talent Operations leaders, Centers of Excellence, HR Business Partners, managers, employees, vendors, technology teams, and business stakeholders.

• Consult on operational processes, service delivery models, systems, controls, governance practices, policy interpretation, and exception handling.

• Build strong cross-functional relationships to understand business needs, reduce operational risk, and support successful outcomes.

• Communicate clearly with varied stakeholder audiences, including status updates, process guidance, escalation outcomes, training, and change impacts.

• Represent Talent Operations in cross-functional initiatives, operational planning discussions, and continuous improvement activities asappropriate

• Develop strong knowledge of departmentobjectives, business units, and overall business strategy to align operational solutions with organizational priorities.

Professional Judgment, Risk & Compliance

• Exercise independent judgment while managing ambiguity, competing priorities, sensitive issues, and operational risk.

• Make informed decisions withinscopeof authority and escalate high-risk, sensitive, or enterprise-impact matters appropriately whilemaintainingownership through resolution.

• Ensure team practices support compliance, consistency, equity, proper documentation, data integrity, and internal control expectations.

• Support audits, compliance reviews, quality assurance activities, risk mitigation efforts, and remediation plans related to assigned processes and services.

• Demonstrate adaptability, strategic orientation, analytical thinking, business acumen, and a continuous improvement mindset.

• Serve as a role model for leadership, accountability, collaboration, operational excellence, confidentiality, and professional conduct.

MinimumRequirements

• Bachelor's degree in Human Resources, Business Administration, Learning and Development, Communications, or a related field, or minimum of 6 years of equivalent experience in Human Resources or related operational functions.

• Minimum of 5 years of experience in HR-related roles usingan HRIS, LMS, Workday, case management, workflow, reporting, or other talent operations systems.

• Supervisory experience for a team of professionalsrequired, including coaching, developing, prioritizing work, and providing performance feedback.

• Experience leading operational processes, projects, programs, quality reviews, service delivery improvements, or cross-functional initiatives.

• Demonstrated ability to analyze operational information, evaluate risk,identifytrends, and recommend business solutions.

• Strong written and verbal communication, stakeholder management, facilitation, consultation, and escalation management skills.

• Demonstrated ability to exercise independent judgment, manage multiple priorities, and lead effectively in a high-volume,fast-paced, and changing environment.

• Proficiencywith Microsoft Office applications and experience using HR, talent, learning, recruiting, workflow, case management, reporting, or operational systems.

Preferred Requirements

• Experience with Workday, learning management systems (LMS), learning technologies, or other enterprise platforms supporting talent, learning, or workforce operations.

• Demonstrated experience in workflow management, process improvement, or project management within a complex, cross-functional, matrixed environment.

• Proven ability to apply design thinking principles toidentifyopportunities, solve problems, and create innovative solutions.

• Strong consultative skills with the ability to build relationships and communicate effectively across diverse stakeholder groups and leadership levels.

• Strategic mindset with strong analytical, critical thinking, and problem-solving capabilities, including the ability to navigate ambiguity and drive clarity.

• Experience supporting operational transformation, organizational change initiatives, service delivery optimization, process redesign, or continuous improvement efforts.

• Experience developing and interpreting reports, dashboards, scorecards, quality assurance materials, operational metrics, and executive-level summaries to support decision-making.

• Experiencefacilitatingtraining sessions, stakeholder discussions, workshops, process reviews, audit activities, or operational planning engagements.

• Experience partnering with vendors, technology providers, third-party organizations, or cross-functional implementation teams to achieve businessobjectives

• Experienceoperatingwithin ashared services, centralized operations, global, matrixed, or multi-time-zone environment.

• Experience serving as a business partner or internal consultant, translating business needs into scalable operational,models