Senior HR Service Delivery Consultant

• Lead or participate in moderately complex initiatives across HR service delivery, with a strong focus on Employee Care, case management, and shared services operations
• Act as the central owner of EC case management practices, ensuring alignment to SLA, CSAT, and quality standards across regions (U.S., India, and the Philippines)
• Mine and analyze ServiceNow and Workday data to identify trends, root causes, process breakdowns, and opportunities to improve productivity and employee experience
• Drive end-to-end case management optimization (BAU and enhancements), including identifying opportunities to shift left, streamline workflows, and reduce cost to serve
• Partner with Site Leaders, AOMs, and managers to define daily workflows, ensure role clarity, and improve execution of case and SLA management
• Collaborate with HR Operations Service Delivery (HROSD) Enablement, Product, and Technology teams to support application enhancements, AI solutions, and automation initiatives
• Provide input into agent-facing AI tools and virtual assistant capabilities, translating frontline insights into scalable solutions
• Monitor and improve CSAT, SLA adherence, and QA performance, developing actionable insights and operational improvement plans
• Identify training, coaching, and enablement gaps based on process changes, feedback, and performance trends
• Build and present data-driven insights and executive-ready materials to leadership, including participation in service reviews and strategy discussions
• Act as a utility player across strategy and operations, stepping into high-priority initiatives and rapidly shifting priorities as needed
• Provide guidance to less experienced team members on HR processes, tools, and service delivery practices

4+ years of Human Resources operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• Experience in HR shared services, HR service centers, or HR transformation environments
• Strong analytical skills with experience interpreting operational data and translating insights into action
• Demonstrated ability to manage multiple priorities in a fast-paced, highly visible environment
• Experience working with ServiceNow and/or Workday
• Background in HR service delivery optimization, case management, or call center operations
• Experience in process improvement methodologies (e.g., Lean, Six Sigma)
• Strong project management skills with the ability to drive initiatives end-to-end
• Experience supporting or implementing AI, automation, or digital service tools
• Ability to influence without authority and work effectively across global, matrixed organizations
• Strong executive presence
• comfortable presenting insights and recommendations to senior leaders
• Proven ability to identify root causes, challenge assumptions, and drive change