Director of HR Service Delivery (Human Resources)

We are seeking a Director of HR Service Delivery to lead and oversee the service team responsible for delivering high-quality, consistent, and efficient HR transactional services across the organization. The Director, HR Solution Team will be responsible for ensuring alignment with university policies and strategic goals and driving process improvements to enhance the employee experience. This role will provide strategic leadership, foster a culture of service excellence, and ensure that HR transactions and inquiries are handled accurately and efficiently. The ideal candidate will have deep expertise in HR Solution Team models, strong leadership skills, and a proven track record of optimizing HR operations in a complex organization. Job Scope/Complexity Operates with a high degree of autonomy, providing strategic oversight and both direct and indirect supervision. Work is high volume, deadline sensitive, and measured by service performance metrics, stakeholder satisfaction, and process improvement outcomes. Specific Duties & Responsibilities Strategic Leadership and Oversight * Develop and implement the overall strategy for HR Solution Team, ensuring alignment with the university’s HR goals and objectives. * Oversee the HR Solution Team, ensuring seamless and efficient delivery of HR services across all employee groups (e.g., staff, faculty, student employees). * Establish and monitor performance metrics to evaluate the effectiveness and efficiency of HR Solution Team. * Develop and maintain a Solution Team model that supports consistent, scalable, and customer-focused HR processes. * Partner with HR leadership to define and execute long-term strategies for improving HR operations. Team Management and Development * Lead, mentor, and develop Solution Team Managers and Leads. Foster a culture of continuous improvement and professional growth. * Provide guidance and support to Solution Team members on complex HR issues and escalations. * Establish clear roles, responsibilities, and performance expectations for the Solution Team. * Build and sustain a high-performance team through effective hiring, training, and development initiatives. * Foster collaboration and knowledge sharing between all Solution Team departments to enhance Solution Team effectiveness. Solution Team and Operational Excellence * Ensure that all HR transactions and inquiries are processed accurately and within established service level agreements (SLAs). * Develop and implement consistent processes and workflows to streamline HR Solution Team. * Oversee the resolution of escalated HR issues and ensure a customer-centric approach. * Analyze Solution Team data to identify trends, gaps, and opportunities for improvement. * Ensure that Solution Team members deliver timely, accurate, and professional support to all stakeholders. Compliance and Policy Management * Ensure that all HR transactions and processes comply with university policies and federal, state, and local labor laws. * Maintain a deep understanding of employment regulations and ensure consistent application across the organization. * Lead audits and reviews to confirm compliance with labor laws, university policies, and HR standards. * Collaborate with legal and compliance teams to address complex HR issues and mitigate risks. Process Improvement and Innovation * Identify and implement opportunities to automate and improve HR processes to reduce manual effort and increase efficiency. * Lead cross-functional projects to improve HR Solution Team and enhance the employee experience. * Establish a feedback loop with stakeholders to continuously improve HR operations. * Research and apply best practices in HR Solution Team to maintain a competitive and innovative service model. Stakeholder Engagement and Collaboration * Serve as the primary point of contact for senior leaders regarding HR Solution Team issues and improvements. * Build and...