Head of Regional HR Service Delivery - North America

Job Description

The role of Head of Regional HR Service Delivery is critical in the success of the Service Delivery platform and the center, where services delivered include but are not limited to the transactional delivery of the onboarding, hire to retire cycle, people-data management on HR Platforms.

This role reports into the Global Head of HR Operations and acts as the Regional HR Service Centre lead.

Currently the HR Service Centers are in Colchester, UK Kansas, US Singapore, SG supporting colleagues in the combined business units through a global support team.

The Regional Head of Service Delivery is responsible for the management of the client stakeholder relationships which typically are the HR Leadership and HR Business Partners in the group, divisions and also within Global Support, especially those in the relevant region.

The role holder is responsible for both managing the day to day operational HR activities of the HR Shared Services function in the regional center by ensuring the smooth and efficient center operation to deliver HR services in country to the divisional businesses as well as actively driving the GS strategic plan to bring more HR operational work into the regional center by developing the hire to retire process stack and on-boarded greater levels of outsource service opportunity to the business.

The GS strategy for the HR Service Centers is set by the Global Head of HR Operations.

The service centers are continually undergoing a shift change in the ways of working and the role holder will be expected to drive through ambitious change as well as keeping the BAU function running in an effective way.

You will work closely with the Global Head of HR Operations; the other Heads of Regional HR Service Centrer & the other Global Shared Service Centers (Finance & Technology) as consistent ways of working are established across the regions on a global scale.

You must ensure that all company policies are adhered to and that specific duties are carried out within set time limits whilst providing an excellent level of service to all Informa customers and colleagues.

Continuous improvement is important in this team; challenging the way we do things to look for ways to work more efficiently.

Our aim is to standardize, simplify & automate processes to deliver a high quality, valued service.

Key responsibilities

The Regional Head HR Service Delivery is expected to assume the following key responsibilities plus any other reasonable duties as required :

• Act as the client management contact as center lead to work with the divisional HR leadership and business partner teams to provide a high-quality service provision and seek opportunities to further develop the service catalogue.
• Ownership for output of the Shared Service function. Support, where needed, the development and coaching of Team Lead and Superuser / Trainer to ensure the delivery of the operational functions.
• Coordinate and facilitate virtual or in person opportunities for HR Community learning of shared knowledge. Bringing together strategy, ideas and discussion for improvement, alignment, and efficient workflow.

Ensuring all actions are delivered and communicated across divisional leadership teams.

• Maintain and develop the HR Service Catalogue to cover the full Hire to Retire process using the Informa Core’, Elective’ and Bespoke’ delivery model.
• Working within the SSO Leadership Team, develop an Optimal service delivery’ HR Service Delivery provision for Informa business divisions, applying consistency in processes as standard to harmonize global and local process conditions.
• Act as a Subject matter expert in the production and delivery of HR processes and policies including templates, guides, documents and training materials for use both in the business through self-service and within the service centers.
• Lead SME knowledge to Global projects, M&A activity and other Service Delivery teams (for example, but not limited to Group HR, HRIS, GBS Community, IT & Microsoft Identity Management, and Facilities).

Ability to support, identify risks, provide solutions and where applicable influence decisions. When required, ensuring all operational changes on a Global Scale are communicated and be contact point for following up.

• Manage, motivate, and develop the HR Service Delivery Team to deliver a high quality of service to its client groups maintaining a high level of customer satisfaction, low error rate and continuous improvement ethos.
• Working within the SSO Leadership Team, develop business centric and tangible KPIs and SLAs and ensure that they are regularly monitored, reviewed, and achieved.
• Undertake first line queries on time management platforms and the company benefits system, escalating to the HR Data & Reporting and Benefits team for any technical issues.
• Work to establish a joined-up approach to payroll provisioning across all payrolls.
• Motivate and lead your team to follow Company Strategy and the Global Support Operating Model.
• Work with external vendors to manage and maintain the service relationship and drive value through delivery of services to Informa.
• Deliver a clear central monitoring mechanism to ensure the company have a central review process to ensure effective governance of data.
• Work together with the HRMI team to ensure a clear HR data information is available for management decision making.
• Oversee the completion of statutory compliance reporting including EEO-1, VETS-100, AAP and other state level requirements.

Qualifications

• Previous experience in a HR Service Center Environment is ideal.
• Considerable experience within a HR environment with a solid understanding of the Hire to Retire process.
• Bachelor’s degree or equivalent experience, SHRM-CP / SCP or PHR / SPHR Certification
• Broad understanding of US employment laws
• Strong Client relationship skills, stakeholder management.
• Process driven individual with business acumen and problem-solving ability.
• Experience in Design, Execution & Stabilisation of HR Processes (ideally globally) using swim lane style maps.
• Knowledge of Best-Practice in HR Service Delivery.
• Ability to structure, manage and develop and high productive Team (Direct & Indirect Reports).
• KPI Reporting to the Management Team.
• Extensive HR generalist experience in a fast moving, dynamic environment.
• Strong user skills of HR systems including SAP HR / Oracle HR and Microsoft office programs.
• Awareness of continuous improvement methodologies such as Lean Six Sigma.
• Professional HR qualification (country specific).
• Ability to act with integrity with sensitive and confidential information.
• Motivates, inspires and acts as a leader amongst your peers.
• Act with integrity, tact, and diplomacy to formulate trust at all levels.
• Excellent, proactive communication skills.
• Wide variety of communication styles and the ability to understand your audience and tailor your style accordingly.
• A continuous improvement mind-set with focus on the betterment of both your assigned business unit and Global Support.
• Understands the impact of change both locally and in the global environment.
• Looks to find the root cause of issues and knowledge of when quick wins or long-term solutions are appropriate.
• Uses measurements and data alongside intuition when problem solving.
• Influential and able to communicate rationale behind thought processes.
• Self-motivated, driven and open to new challenges.
• Ability to remain calm and focused whilst under pressure.
• Immersive and impactful presentation skills.
• Demonstrable success in balancing the needs of the business with required quality of service.

Additional Information

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here’s some of what you can expect when you join us.

But don’t just take our word for it see what our colleagues have to say at

Our benefits include :

• Freedom & flexibility : colleagues rate us highly for the flexibility and trust they receive, and we support a range of working patterns
• Great community : a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks
• Broader impact : take up to four days per year to volunteer, with charity match funding available too
• Career opportunity : the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning.

When it’s time for the next step, we encourage and support internal job moves

• Time out : 15 days PTO rising to 20 after three years and 25 after six years, plus 10 national holidays, a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year
• Competitive benefits, including a 401k match, health, vision and dental insurance, parental

leave and an ESPP offering company shares at a minimum 15% discount

Strong wellbeing support through EAP assistance, mental health first aiders, free access to a

wellness app and more

• Recognition for great work, with global awards and kudos programs
• As an international company, the chance to collaborate with teams around the world

We’re not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in and help make things happen.

If it sounds like a match and you have most although not all of the skills and experience listed, we welcome your application.

At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer.

This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law.

Ask us or see our website for full information.

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