****

North America Service Delivery Lead

****

North America Service Delivery Lead

Location: Arlington, VA, US As the North America Service Delivery Lead, you will be responsible for providing HR Services advice, support and expertise to the Regions HR Function and to business stakeholders. You will work closely with the Manila Service Center, HR Services, Talent Advisors, HR Generalists, Employee Relations, HR IT, NA Payroll, IT, Recruiting, Facilities, General Counsel, HR Solutions & Systems, peer Service Delivery Leaders and the Centers of Expertise team members to help shape and plan services strategies to address the needs of the NA region. Must be able to coordinate the effective integration of the colleague, manager, and leader experience within NA and ensure compliance with national legal and regulatory requirements.

The successful candidate should have a strong track record of expertise and experience in HR processes, administration and HR systems.

**The Role**

**HR Services**

Direct the operations of HR Services as described in the HR service catalogue, to ensure a positive and constructive business, colleague, and manager experience. Ensure that HR Services operates within defined service levels for timeliness, quality, and cost.

* Identify opportunities to align processes, people, and technology to achieve a strategy that focuses on the right work being executed by the right person, in the right location with the right results and outcomes

* Oversee the design and delivery of HR processes to support HR initiatives in compliance with relevant employment legislation as well as identifying opportunities for continuous operational improvement

* Oversee employee lifecycle administration for the region:

+ Complete, accurate and timely data maintained in all HR Systems

+ Review audits and make sure they are current and relevant, add to them when necessary

+ Support colleague/ manager inquiries and process requests following the required process and procedure

+ Troubleshoot and provide expertise and guidance for complex issues

+ Ensure relevant correspondence is issued throughout the employee lifecycle, from onboarding to termination

* Develop and maintain strong working relationships with Regional HR delivery teams and other key stakeholders such as NA Payroll.

* Partner with the Center of Expertise, for delivery of key HR programs such as Annual Cycle activities and with the Recruitment team to ensure end-to-end recruitment and onboarding experience.

* Support the implementation of new systems and technology solutions, ensuring adherence to NA legislation. Work together with the Global Operations team to enhance current HR technology solutions, Oracle HCM Cloud (core HCM, Recruiting, Compensation, Talent Management, Absence Management moducles) and ServiceNow to create efficiency and productivity gains, optimize resources and enhance the colleague and candidate experience.

* Responsibility for providing strategic, managerial and day to day support and guidance to the HR Services team across NA region.

* Hold ourselves accountable to deliver disciplined excellence in everything we do; and do the right thing for our company and colleagues.

**Operational Excellence**

* Ensure continuous improvements through management of operations and collaboration with cross functional partners in order to establish, achieve, and exceed performance targets for service levels, quality, experience, and cost in order to deliver end-to-end services in a coordinated manner.

**The Requirements**

* An experienced HR professional, with operational and administrative experience across a broad spectrum of areas

* Must have a strong service mindset and the ability to adapt and adjust on short notice to fast changing environments

* Experience as a collaborative leader, who is comfortable managing a large team and who can hold the team accountable for deliverables in a fast pace and ever-changing environment and foster a continuous improvement mindset through effective delivery

* Experience with Oracle HCM Cloud and ServiceNow is a plus

* Speak with clarity, transparency and honesty

* Demonstrated proficiency in utilizing a wide range of technology, HR systems and admin/ticketing system

* Demonstrated flexibility to work on multiple work streams with a variety of different deadlines, outcomes and objectives

***Willis Towers Watson may be subject to mandatory employment-related COVID-19 vaccination requirements. Therefore, to the extent any such mandates apply, you may be required to certify and provide documentation of full vaccination against COVID-19 if you are hired in the U.S. If you accept an offer from WTW and are subject to a mandate but are unable or unwilling to be vaccinated because of medical reasons or sincerely-held religious beliefs, you may request a medical or religious accommodation. If you require an accommodation, the Company will evaluate your request and work with you to identify reasonable alternatives to vaccination, if available.***

Intern (former Health & Benefits Apprentice) So Paulo, Brazil Apprentices Intern (former Health & Benefits Apprentice) So Paulo, Brazil Apprentices