Director HR Shared Services - Payroll and Tax Operations

HR Shared Services Director

The HR Shared Services Director leads multiple geographically diverse HR Shared Services teams and collaborates with Centers of Expertise (COE) partners to deliver HR operational services and solutions across the Highmark Health Enterprise. This role oversees key aspects of the HR operational infrastructure, with a focus on standardization, continuous improvement, and effective service delivery. Responsibilities include managing the planning, resourcing, execution, communication, and evaluation of assigned HR Shared Services teams.

This position is accountable for monitoring performance metrics and ensuring alignment with service level agreements. A strong understanding of HR operations, proven experience in managing and leading global teams, and a commitment to proactive problem-solving and customer service are essential. The Director contributes to building and enabling strategies to ensure continuous improvement and standardization and assists in leading end-to-end transition plans for new work into the HR Shared Services function. Incumbents have in-depth experience in HR operations and leadership and maintain a strong focus on continuous improvement through process optimization, technology adoption, innovative solutions, and proactive feedback gathering to create a streamlined and customer-centric HR service delivery model.

Essential Responsibilities

Leadership & Management : Perform all management responsibilities including hiring, termination, coaching, development, rewards and recognition, performance management, and staff productivity for a global team. Provide regular feedback and coaching to both individual contributors and people leaders to develop and maintain a high-performing team across locations and time zones.

Operational Management & Support : Manage internal operations across multiple HR Shared Services functions. Serve as an escalation point for complex operational issues. Provide input, feedback, and recommendations to Centers of Expertise (COE) partners to support operational efficiency. Lead efforts to operationalize projects collaborating cross-functionally. Implement and monitor productivity of team members, quality controls, audit recommendations, and ensure compliance with all relevant legislation, policies, and procedures. Serve as an operational thought partner and subject matter expert to HR and business leadership.

Process Improvement & Standardization : Manage the planning, resourcing, execution, communication, audits, change management, and evaluation of assigned HR Shared Services teams. Ensure processes are documented, controlled, and continuously improved to achieve operational excellence. Identify opportunities for process redesign, automation, and consolidation of work across HR to continue drive enhance efficiencies. Lead transition plans and adjustments to the HR model to ensure continuous operational effectiveness.

Project Implementation & Communication : In partnership with Centers of Expertise (COE) partners and Talent Engagement Leads (TEL), support the implementation and communication of annual and ongoing administrative processes. Collaborate with stakeholders to develop and implement improvements within these areas.

Data Analysis & Reporting : Examine, interpret, and report results of analytical initiatives to stakeholders. Monitor and report on process performance and improvements in key metrics. Utilize data to identify areas for improvement and inform strategic decision-making. Proactively identify trends and potential issues. Support our focus to become a metrics-driven organization by taking accountability for the performance metrics of HR Shared Services, ensuring SLAs and KPIs align with effective and positive employee experience.

Compliance & Regulatory Adherence : Manage efforts to comply with company policies and controls, and with state and federal regulatory authorities. Lead correction processes for administrative issues and ensure ongoing compliance. Ensure adherence to all relevant employment laws, regulations, and company policies across all locations.

Global Team Management : Effectively manage and foster a positive and productive working relationship across time zones and cultural contexts. Develop and implement strategies to ensure consistent performance and communication across the global team. This includes maintaining consistent HR processes and procedures across all global locations, identifying and mitigating any cultural or communication barriers that arise.

Stakeholder Management & Governance : Establish governance to ensure optimal prioritization of team resources and to manage stakeholder expectations. Inspire confidence from leadership and team members while driving clarity, alignment, and accountability throughout a fast-paced, complex matrix environment.

Vendor Management : Maintain business relationships with vendors to understand their strategic path for the future. Ensure delivery of agreed-upon support and service level agreements, act as the point of escalation to resolve any vendor issues.

Training & Documentation : Establish strong standards for ongoing training and documentation for all processes and activities within the scope of work.

Transition Management : Lead the end-to-end transition plan for new work into the HR Shared Services team. Manage the team that partners with TELs / COEs for training, shadowing, documentation, resources mapping. Leverage dashboards to help report details, risks of ongoing transition status.

Other duties as assigned or requested.

Education

Required

Bachelor's Degree in Business Administration, Human Resources, or a related field

Substitutions

6 years relevant and progressive experience in lieu of Bachelor degree

Preferred

Master's Degree in Human Resources or a related field

Experience

Required

Minimum of 8 years of progressive experience in Human Resources, with a focus on HR Operations (i.e., HRIS, HR Service Centers, Data Integrity and Reporting, Associate Onboarding, Process Improvement).

Minimum of 4 years of experience providing guidance, instruction, direction, and leadership to a team or functional area, ideally in a large, multi-state, changing environment.

Minimum of 5 years of management / leadership experience, including direct management of virtual, cross-cultural teams across multiple locations and time zones.

Proven experience in leading large, cross-functional teams on complex projects, with a track record of delivering measurable business results.

Demonstrable experience leading and developing global teams, with a focus on performance management, coaching, and career development.

Strong understanding of HR technology and systems, including experience with HRIS platforms (e.g., Workday, SAP SuccessFactors) and case management systems.

Experience in establishing and maintaining strong relationships with external vendors, including managing service level agreements (SLAs) and resolving vendor issues.

Ability to manage a portfolio of projects in a fast-paced environment, adapting to shifting priorities and stakeholder expectations.

Familiarity with HR Share Service methodology, leveraging technology and process improvement to deliver exceptional employee experiences.

Preferred

Prior experience with HR implementations, including review of end-to-end business process mapping, recommendations, and gap analysis, is strongly preferred.

Proven experience managing payroll tax compliance across multiple states

Extensive hands-on experience with all aspects of federal payroll tax regulations

Direct experience with the administration and compliance of various city, county, and other local payroll taxes

Demonstrated expertise in the accurate and compliant processing and remittance of all types of wage garnishments and levies

A track record of successfully managing and ensuring the accurate and timely submission of all required quarterly and annual payroll tax reports and filings

Extensive understanding of the Fair Labor Standards Act (FLSA)

Demonstrated experience in managing all aspects of Unemployment Insurance

Skills

Strong analytical and project organization skills

Ability to manage multiple priorities and initiatives simultaneously

Excellent communication skills (verbal and written), including experience communicating across cultures

Ability to synthesize and analyze data to influence decision-making

Leadership and executive presence; credibility to interact with all levels of employees and stakeholders, including senior executives and candidates

Strong critical thinking and ideation

Goal, results, and solutions-oriented

Financial and technical acumen

Self-motivated

Project and portfolio management

Ability to influence and