FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in leading global HR operations and contact center environments, with a strong focus on service delivery, transformation initiatives, and operational excellence. Capable of establishing governance, performance measures, and leveraging technology to drive continuous improvement and strategic alignment.
Highest-signal resume keywords
Global HR Operations LeadershipContact Center ManagementTransformation InitiativesOperational Risk ManagementExecutive-Level Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service DeliveryProcess OptimizationWorkforce ManagementData StewardshipGovernance FrameworksPerformance MeasurementAutomation TechnologiesChange ManagementLean MethodologySix Sigma
Soft Skills
InfluenceCoachingOrganizational PerformanceCross-Functional CollaborationChange Leadership
Tools & Technologies
Contact-Center PlatformsCase Management SystemsKnowledge Management ToolsDigital Self-Service SolutionsWorkflow Automation
Industry Keywords
HR OperationsShared ServicesEmployee ServicesBusiness ContinuityCompliance
About the role
Key responsibilities & impact- Provide enterprise leadership for McKesson’s global HR support contact center and Workforce Administration operations
- Establish and execute a multi-year global strategy aligned with enterprise HR priorities and business objectives
- Design an integrated operating model covering global, regional, and local responsibilities, decision rights, service boundaries, escalation paths, and accountability
- Lead reliable, accurate, timely, and consistent global service delivery
- Establish service standards, performance measures, quality practices, escalation mechanisms, workforce management, capacity planning, knowledge management, and quality assurance
- Use operational data to improve performance and guide decisions
- Define and sponsor the technology and automation vision for HR operations
- Build a transformation roadmap spanning process redesign, workflow automation, AI-enabled capabilities, knowledge, analytics, self-service, case management, and contact-center technologies
- Partner with HR Technology, Digital, Data, Security, and enterprise teams on scalable solutions
- Establish governance, controls, testing, adoption measures, and benefits realization for automation and technology investments
- Drive continuous improvement and root-cause resolution
- Establish portfolio governance, policies, controls, documentation standards, and performance expectations
- Manage operational, regulatory, financial, data, and employee-experience risks
- Lead, inspire, coach, and develop a geographically distributed organization through senior leaders, managers, and subject-matter experts
- Build leadership capability, organizational depth, succession readiness, and critical digital and automation skills
- Lead operating-model, process, and technology change
- Translate operational themes, risks, and investment choices into recommendations for executives
- Influence enterprise priorities in a highly matrixed environment
- Represent HR support and operations requirements in planning, technology, transformation, and governance forums
- Lead cross-functional initiatives across HR disciplines, geographies, and stakeholder groups
Requirements
What you’ll need- Typically, 15+ years of progressive experience in operations, contact centers, shared services, employee services, HR operations, business operations, or a related discipline
- Typically, 8+ years of senior leadership experience with accountability for leaders, large or complex teams, service delivery, planning, communication, and organizational performance
- Demonstrated experience leading operations and/or a contact center environment
- Experience with high-volume, multi-channel service delivery
- Experience leading geographically distributed teams through managers and senior leaders in a large, matrixed organization
- Ability to establish enterprise operating models, service standards, governance, performance measures, workforce plans, budgets, and resource strategies
- Experience delivering complex transformation, automation, technology, or process-optimization initiatives with measurable business outcomes
- Understanding of operational risk, controls, privacy, data stewardship, compliance, and business continuity
- Ability to use operational data, service insights, employee feedback, and cost-benefit analysis to shape priorities
- Executive-level communication, influence, and change-leadership skills
- Bachelor's degree in a related field or equivalent experience
- Ability to travel 10–20% of the time
- Preferred: contact-center platforms, case management, knowledge management, workforce management, digital self-service, workflow, analytics, automation, and AI-enabled service capabilities
- Preferred: outsourced services, vendor-supported operations, or strategic third-party relationships
- Preferred: Lean, Six Sigma, process excellence, service management, or change-management experience
Benefits
Comp & perks- Competitive compensation package
- Annual bonus may be offered
- Long-term incentive opportunities may be offered
- Equal employment opportunities
- Reasonable accommodation for job search or application
- Hybrid work arrangement
- General office demands
- Travel opportunity of 10–20% of the time