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Job Description
The VP People Operations, Technology & Analytics (POTA) will be responsible for managing an integrated organization that delivers employee and manager self-service capability, Tier 1 HR servicing, and Tier 2 HR servicing to approximately 16,000 employees, primarily in the United States. The leader of this group must be able to establish a clear vision for the future servicing model as well as demonstrate the technical and executional capability to implement and continuously improve. S/he will need to partner with other HR Centers of Excellence, such as Talent Acquisition, Total Rewards, and Talent Management, as well as with Discover's Business Technology function in order to deliver integrated servicing. This leader will need to use a "product manager" mindset to design and improve the employee experience, including clear points of entry into HR, clear escalation paths, and clear SLAs, outcomes, and metrics. The successful candidate will also oversee HR’s reporting strategy and the entire HRIS platform.
Responsibilities:
Vision & Strategy
- Develop and align the HR leadership team to the service strategy for employees and managers, and how to support and deliver it through the HR Operating Model.
- Scope services provided by POTA and articulates the insourced/outsourced model
- Implement process improvements, policies, and technology configurations that will improve the employee experience with and overall performance of HR services.
- Elevate the employee experience through advancing current support tools to provide accurate data that captures actionable “Voice of the Customer” concerns
- Innovate and react to changing business and market realities and demonstrate openness and flexibility to client needs and request
HRIS
- Oversee the existing technology roadmap inclusive of the Learning Management System (LMS), the Applicant Tracking System (ATS), and the core Human Capital Management (HCM) platform
- Simplify the technology stack and systems supporting HR. Create a governance structure for future configurations, products, and upgrades
- Ensure all systems are running on the most relevant and recent releases. Inform third party vendors’ development roadmaps. Enable seamless integration across multiple systems, vendors, and platforms
- Optimize the HRIS platform (Workday) to eliminate manual work, drive efficiency, and ensure compliance
- Partner with Business Technology and Compliance
- Continue moving interactions to mobile
Analytics
- Develop a set of accurate, repeatable metrics and dashboards that are used by the business and by HR to measure the health of Discover’s human capital
- Build a metrics driven organization within HR through evolved reporting, dashboards, and tracking channels to provide actionable insight on service delivery
- Drive deeper insights through predictive analytics and new ways of measuring the equity of core talent processes
Shared Services
- Define and establish processes and procedures for HR Service Delivery teams and build scalable and compliant processes with a focus on continuous improvement
- Proactively identify opportunities to bring more activity into shared services from other HR COEs
- Lead the team in formulating SLAs, escalation standards, and guidelines with a focus on operational accuracy and effectiveness
- Develop/review relevant policies and procedures related to the HR Service Delivery functions and support all audits across the operations team (SOX, Internal Audit, etc.)
Team Leadership
- Drive team performance through clear vision and accountability
- Develop HRIS and Shared Service function and team to ensure deeper bench strength and key areas of expertise
- Lead, motivate, and mentor a team to execute strategies with a focus on career development and growth for people
Minimum Qualifications:
- Bachelor’s Degree
- 10+ years of Senior experience in an operational environment within Human Resources or related. Experience managing a portfolio of large teams across HR operations and employee experience, technology, and analytics.
- Strong vendor management experience with both Human Resource technology vendors and outsourced service delivery partners
- Experience with HRIS systems implementations and data migrations
- Demonstrated experience driving large scale implementations requiring process changes, project management and change management. Ability to influence and lead diverse stakeholders
- Familiarity with industry-standard HR information systems including learning management tools, applicant tracking systems, and core human capital management platforms
Preferred Qualifications:
- Experience leading other multi-discipline company-wide functions including Contingent Workforce, HR Compliance, Learning Operations, HRIS, Intranet (People Portal), and Vendor Management functions
- Experience leading multiple specialty areas of HR Operations and partnering directly with centers of expertise teams in Benefits, Compliance, and Employee Relations
- Ability to scale/grow global service teams and services through vendors. Experience working for a fast-growing public company with a focus on HR Operations and HRBP/COE
- Familiarity with Workday
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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.