HR Operations and Service Lead Consultant

Role Description

The HR Operations & Service Lead Consultant serves as the primary service management advisor for assigned HR Centers of Excellence and business stakeholders. This role is responsible for ensuring HR policies, programs, and services are effectively represented within the service delivery model while driving service quality, governance, operational excellence, and employee experience improvements.

The Lead Consultant partners closely with COEs, vendors, and service delivery teams to ensure service performance meets expectations and continuously evolves to support business needs.

• Serve as the primary service management partner for assigned HR functions and Centers of Excellence.
• Consult with COE leaders to translate policy and procedural changes into effective service delivery solutions.
• Lead service reviews and governance discussions to assess service performance and identify improvement opportunities.
• Monitor service performance metrics, trends, and quality indicators to ensure alignment with stakeholder expectations.
• Partner across Tier 1, Tier 2, Operations, and Tier 3 teams to improve service quality, consistency, and efficiency.
• Drive service enhancements that improve employee and manager self-service experiences.
• Identify and address service gaps, employee pain points, and operational inefficiencies.
• Manage relationships with internal and external service delivery partners.
• Support vendor governance, operational reviews, and service level achievement.
• Influence stakeholders across HR Operations, COEs, and service partners to drive continuous improvement initiatives.

Qualifications

• 5 or more years of experience in HR Operations, Shared Services, HR Service Delivery, HR Programs, Service Management, or related disciplines.
• Experience managing complex stakeholder relationships across HR functions and global service environments.
• Proven ability to influence without direct authority and drive operational improvements.
• Experience managing vendor relationships and service performance.
• Demonstrated consulting, facilitation, and problem-solving capabilities.
• Strong communication and executive-facing skills.

Requirements

• This job does not have supervisory duties.

Benefits

• Expected compensation for this role ranges from $80,000 - $124,600 annually. Actual salary offered to successful candidates will vary based on their skills and experience.
• Allstate provides a comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse.
• Employees eligible to work from home also receive a monthly connectivity reimbursement to help offset internet costs.
• When working from home, you must have a dedicated, private workspace free from distractions, along with appropriate desk and seating.
• Reliable internet is required, with minimum speeds of 50 MB download and 5 MB upload.
• The candidate(s) offered this position will be required to submit to a background investigation.