Director, People Operations & Employee Experience
Discover. A brighter future.
With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it — we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.
Come build your future, while being the reason millions of people find a brighter financial future with Discover.
Job Description
What You’ll Do
- Our people operations team understands the critical linkage between the HR employee experience, our business strategy, and customer service...and we deliver experiences that prove it.
- This position will set HR's global service delivery strategy and serve as the champion to produce a best-in-class service experiences via thought partnership, evaluation, design, education, and change management across HR.
- This role is responsible for planning + directing all phases of the People Operations function (HR Shared Services) globally, including managing a team that executes various HR transactions and resolves inquiries with high levels of accuracy and compliance with HR policies and practices.
- This position will partner with all functions across HR to understand their needs, optimize processes, align system requirements, and drive required change to achieve desired results.
How You’ll Do It
- Set the strategy for and develop and mature HR’s global service delivery model including self-service, transaction support, and complex issues & escalations. Lead and drive large-scale strategic initiatives that achieve a future vision for a modernized HR function that include RFP and initial contract negotiations for products and services used in the delivery of People Operations, opening new service delivery channels, wholesale redesign of complex business processes and support models etc. Identify and advance process improvements and provide strategic direction and guidance on continued development of HR portal, knowledge management, and other tools.
- Hire, develop, and lead a high performing people operations group that coordinates, executes, and monitors processes for the delivery of HR services to all employees. Develop scalable processes and procedures to enable a consistent, positive employee experience across transactions. Provide leadership oversight and operations support for the delivery of excellent HR services to employees leveraging a BPO and internal service delivery team.
- Provide thought partnership to leaders by recommending approaches and solutions that improve HR’s employee experience through powerful moments that matter. Establish, build, and maintain strong relationships with key stakeholders inside and outside of HR to achieve a future vision for HR’s service delivery model.
- Establish measurements and track effectiveness (speed, quality, satisfaction) for the purpose of improvement. Identify patterns, trends, and perform root cause analyses to drive targeted improvements for optimal results. Ensures that all in-scope HR related administrative processes are completed accurately by internal teams and HRO provider in a timely manner.
- Keep abreast of industry best practice, developments / trends and apply to Discover's HR’s service delivery model and employee experiences. Challenge current thinking in a respectful way that encourages collaboration and breakdown of barriers.
Qualifications You’ll Need
The Basics
- Bachelor’s Degree in Business, Human Resources, or related field
- 10+ years of experience in Human Resources, Operations, Consulting, or related field
- In lieu of education, 12+ years of experience in Human Resources, Operations, Consulting, or related field
Bonus Points If You Have
- Master’s Degree in Business, Human Resources, or related field
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What are you waiting for? Apply today!
The same way we treat our employees is how we treat all applicants – with respect. Discover Financial Services is an equal opportunity employer (EEO is the law). We thrive on diversity & inclusion. You will be treated fairly throughout our recruiting process and without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status in consideration for a career at Discover.