Senior Group Director, HR Service Delivery (Generalist Pool)

Job Description

Job Description

Why You'll Love This Opportunity

If you're passionate about building high-performing HR teams, creating exceptional employee experiences, and driving operational excellence, this is an opportunity to make a significant impact. As the Senior Group Director, HR Service Delivery, you'll lead a critical HR function, influence enterprise-wide service delivery strategy, and partner with senior leaders to shape how HR supports the business.

In addition to meaningful work, you'll enjoy:

• Bonus-eligible position
• Outstanding employee benefits and competitive perks
• Collaborative, people-first company culture
• Hybrid work schedule: 3 days in the office / 2 days remote
• Relocation assistance available for qualified candidates

This is an opportunity to shape the future of HR service delivery within a dynamic, people-first organization. You'll have the autonomy to build scalable processes, lead an exceptional team, influence enterprise-wide HR strategy, and create meaningful improvements that enhance both the employee experience and business outcomes. If you're an innovative HR leader who thrives on balancing strategic vision with operational excellence, we'd love to hear from you!

About the Opportunity

The Senior Group Director, HR Service Delivery will lead the organization's HR Generalist Pool and Employee Relations team, ensuring the delivery of exceptional HR support across the employee lifecycle. This leader will be responsible for creating a scalable, high-performing service delivery model that balances an outstanding employee experience with operational excellence.

Leading teams of HR Generalists and Employee Relations Specialists, this individual will establish best-in-class service standards, drive process improvements, oversee complex employee relations matters, and leverage data and insights to continuously enhance the effectiveness of HR service delivery.

This is a highly visible leadership role that partners closely with HR Business Partners, Centers of Excellence (COEs), and business leaders to deliver consistent, proactive, and compliant HR support across the organization.

What You'll Do

• Lead and develop teams of HR Generalists and Employee Relations Specialists responsible for employee lifecycle support and workplace investigations.
• Design, implement, and continuously improve HR service delivery frameworks, operating standards, and best practices.
• Establish and oversee triage, intake, and escalation protocols to ensure efficient, consistent case management.
• Set service level agreements (SLAs) and monitor team performance against key service metrics.
• Allocate HR Generalist and Employee Relations resources based on business priorities, organizational needs, and case complexity.
• Serve as the escalation point for complex, sensitive, and high-risk employee relations matters.
• Build standardized tools, templates, and knowledge resources that promote consistency and operational excellence.
• Analyze service metrics and trends to identify opportunities for continuous improvement and proactively share insights with HR Business Partners and Centers of Excellence.
• Partner closely with HRBPs and COEs to ensure seamless collaboration and alignment across the HR organization.
• Lead knowledge sharing, coaching, and capability development across the HR Generalist population, including Retail HR teams.
• Foster a culture of accountability, service excellence, continuous improvement, and employee-centric support.

What Success Looks Like

• Deliver consistent, high-quality HR support across all employee lifecycle topics.
• Resolve employee and manager inquiries efficiently while effectively managing complex escalations.
• Achieve high levels of employee, manager, and stakeholder satisfaction.
• Reduce repeat issues through proactive process improvements and root cause analysis.
• Ensure compliance with employment laws, company policies, and regulatory requirements.
• Build trusted partnerships with HR Business Partners, Centers of Excellence, Legal, and business leaders.
• Establish scalable, measurable HR service delivery processes that enhance both employee experience and operational effectiveness.

Required Qualifications

• Bachelor's degree required; advanced degree preferred.
• Significant experience leading HR Service Delivery, Shared Services, HR Operations, HR Generalist, and/or Employee Relations functions within a complex organization.
• Proven success designing and optimizing HR service delivery models, operating frameworks, and standardized processes.
• Experience developing service metrics, dashboards, SLAs, and performance measures to drive continuous improvement.
• Demonstrated ability to balance a people-first approach with operational excellence and process efficiency.
• Deep expertise managing HR Generalist and Employee Relations teams supporting diverse client groups.
• Strong experience leading complex employee relations investigations, conflict resolution, and high-risk escalations.
• Exceptional leadership experience with a demonstrated ability to build, coach, and develop high-performing teams.
• Strong analytical and problem-solving skills with the ability to leverage data to influence decision-making.
• Outstanding communication, collaboration, and stakeholder management skills, with the ability to influence across all levels of the organization.
• Strong knowledge of employment law, HR compliance, and workplace investigations.
• Experience supporting large, matrixed, or global organizations.
• Experience leading organizational transformation or HR operating model changes.
• Background implementing HR technologies, case management platforms, or service delivery optimization initiatives.
• Experience partnering closely with Centers of Excellence and HR Business Partners in a shared services environment.