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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading continuous improvement initiatives, project management, and change management within HR Service Delivery. Proficient in developing operational KPIs, facilitating governance, and implementing technology-enabled solutions for process optimization.
Highest-signal resume keywords
Continuous Improvement LeadershipProject Management MethodologiesChange Management PracticesCitizen Developer Program ManagementData-Driven Decision Making
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Process ImprovementOperational ExcellencePerformance ScorecardsExecutive DashboardsWorkflow TechnologiesAutomation InitiativesProcess MiningAI-Enabled SolutionsGovernance FrameworksHR Process Optimization
Soft Skills
Analytical SkillsStakeholder ManagementCommunication SkillsFacilitation SkillsConsulting Skills
Tools & Technologies
Microsoft Power PlatformService Management PlatformsDigital SolutionsAutomation ToolsWorkflow Improvement Tools
Certifications & Qualifications
LeanSix SigmaAgileScrumProject Management Professional (PMP)Prosci Change Management
Industry Keywords
HR Service DeliveryShared ServicesGlobal Business ServicesCustomer Support EnvironmentsOperational Visibility
Tech Stack
Tools & technologiesPMP
About the role
Key responsibilities & impact- Establish and maintain processes, standards, and governance models for improvement, automation, and technology initiatives across HR Service Delivery
- Lead the Citizen Developer team, overseeing resource planning, work intake, prioritization, capacity management, governance, and delivery execution
- Manage and monitor the HR improvement initiative portfolio, aligning resources, priorities, timelines, dependencies, and organizational objectives
- Develop and maintain continuous improvement frameworks, operating procedures, templates, and best practices
- Enable disciplines to execute continuous improvement initiatives through methodologies, tools, facilitation, governance, and delivery support
- Facilitate structured problem-solving, project planning, and improvement activities
- Drive standardization of improvement practices across disciplines
- Evaluate, implement, and govern solutions for process optimization, workflow efficiency, operational visibility, and scalable service delivery
- Maintain governance and standards for Citizen Development and other continuous improvement channels
- Support automation, self-service, reporting, and digital solutions to improve operational effectiveness
- Define and promote best practices, standards, and tools for project management, change management, continuous improvement, and solution implementation
- Provide consulting, coaching, and guidance to project teams and discipline leaders
- Ensure improvement initiatives incorporate change management practices for successful adoption and long-term sustainability
- Act as the operational excellence center of expertise for HR Service Delivery
Requirements
What you’ll need- A minimum of a bachelor's degree or relevant military experience at or above a U.S. E5, Canadian Petty Officer 2nd Class, or Sergeant ranking
- A minimum of 4 years of relevant working experience
- Willingness and ability to work a flexible schedule as needed to collaborate during US business hours
- For U.S. applicants: ability to work legally in the United States; no visa sponsorship/support is available
- Experience developing operational KPIs, performance scorecards, executive dashboards, and value-realization reporting
- Experience developing and implementing project management, change management, and process improvement methodologies
- Experience facilitating governance forums, leadership reviews, workshops, and structured problem-solving sessions
- Experience implementing or supporting technology-enabled solutions, automation initiatives, workflow improvements, or digital transformation efforts
- Experience with process mining, automation, AI-enabled solutions, workflow technologies, or service management platforms
- Experience leading cross-functional teams and coordinating resources across multiple workstreams and initiatives
- Significant experience leading continuous improvement, operational excellence, transformation, program management, or service delivery initiatives
- Experience leading a Citizen Developer program and governing low-code/no-code solutions such as Microsoft Power Platform
- Experience in HR Service Delivery, Shared Services, Global Business Services, or customer support environments
- Certification in Lean, Six Sigma, Agile, Scrum, Project Management (PMP), Prosci Change Management, or comparable methodologies is preferred
- Strong analytical skills using data, metrics, dashboards, and reporting
- Proven ability to influence stakeholders and drive alignment across diverse teams without direct authority
- Excellent communication, facilitation, consulting, and stakeholder management skills
- Experience leading cross-functional teams and coordinating resources across multiple workstreams and initiatives
- Ability to develop and execute a long-term HR continuous improvement strategy
- Ability to identify, analyze, and optimize HR processes through data-driven decision-making and cross-functional collaboration
Benefits
Comp & perks- Equitable and market-competitive base pay and bonus opportunity across global markets
- Locally relevant incentives
- Benefits and programs supporting physical, mental, financial, and social well-being
- Competitive retirement program, potentially including company-provided benefits, savings opportunities, financial planning, and educational resources
- Employee stock purchase programs (availability varies depending on location)
- Student Debt Retirement Savings Match Program (U.S. only)
- Medical and life insurance packages
- Travel insurance (available in certain countries/locations)
- Training, mentoring, work experiences, community involvement, and team building opportunities
- Role-based workplace flexibility
- Competitive yearly vacation allowance
- Paid time off for new parents, including adoptive and foster parents
- Paid time off to care for sick or injured family members
- Paid time off for volunteering and Employee Resource Group participation
- Wellbeing Portal
- On-site fitness facilities (availability varies depending on location)
- Employee discounts for online shopping, cinema tickets, gym memberships, and more
- Transportation allowance (availability varies depending on location)
- Meal subsidies/vouchers (availability varies depending on location)
- Carbon-neutral transportation incentives, such as bike to work (availability varies depending on location)