VP, People Operations & Services

About the position The Vice President of People Operations and Services will be responsible for ensuring a seamless end-to-end user experience for internal customers for operational activities and initiatives that improve the People services we deliver at QBE. This leader will manage the implementation of functional and technical People solutions across processes and systems to support QBE’s ability to attract and retain talent while also ensuring we adhere to all local regulatory and compliance requirements. In addition, this role will provide oversight to payroll, people administration, and offshore operations for QBE North America.

Responsibilities

• Responsible for the operational end-to-end user experience, process reengineering, and globalization efforts for QBE North America across all People disciplines in partnership with QBE’s Global Operations team and Global Shared Service Center (GSSC).
• Oversight of Payroll execution, continuous improvement, and operating model changes.
• Lead efforts to partner with the Global Ops team on standardization and governance while managing local needs and regulatory requirements.
• Oversee the identification of important operational controls for monitoring and auditing key services delivered by the function (i.e. payroll).
• Lead People Risk Management efforts for the North America People Team; ensure compliance with internal and external requirements by following QBE risk policy and practices in consultation with Legal and Risk for guidance.
• Drive the execution of the global operations agenda related to project management, systems, change initiatives and processes; actively identify bodies of work that can be reengineered and moved offshore.
• Manage delivery of onshore People Services, including partnering with GSSC to ensure smooth transition of cases and SLA management.
• Partner with internal IT and Global Operations team on the translation of new or changing or local business processes and requirements into technical design and build in our core People platforms and related interfaces.
• Work closely with other People functions to scope, design and test new operational solutions and improvements as required.
• Ensure employee records are properly managed in conjunction with Benefits team.
• Work closely with global and local technology teams to progressively evolve our technology architecture and associated support models.
• Accountable for cyclical People budget and forecasting efforts by partnering with North America Finance and key stakeholders within Group People to meet and understand reporting guidelines and deadlines.
• Executive sponsor for large-scale divisional projects (as needed).

Requirements

• Bachelor's Degree or equivalent combination of education and work experience.
• Ability to foresee potential obstacles and challenges, identify root cause and strategize plans to address.
• Adapt and be flexible in a complex, changing environment.
• Manage and prioritize competing responsibilities concurrently and effectively.
• Attention to detail, organized and thorough with a desire for continuous improvement.
• Strong interpersonal and communication skills.
• Excellent organization, time management, and follow-up skills.
• Proven ability to work and lead project teams.
• Identify complex problems and review related information to develop options and implement solutions.
• Leading onshore and offshore operational and continuous improvement teams in a complex environment
• Business analysis and/or process improvement experience in a complex global environment.
• Leading identification and delivery of operational solutions with people, process and system components – in both hands-on and oversight capacities.
• Experience overseeing Payroll, HR Administration and/or Benefits functions, ideally with both onshore and offshore teams.
• Experience managing vendors across business process outsourcing (BPO) and application service arrangements.
• Experience working with global and regional teams to resolve incidents, action requests and evolve technology architecture and support models.
• Experience working consultatively and cross-functionally. Nice-to-haves
• Experience with Workday strongly preferred.
• Preferred Licenses/Certifications
• Senior Professional in Human Resources (SPHR)
• SHRM Certified Professional (SHRM-CP)
• Business and management principles involved in strategic planning and resource allocation.
• Market trends and current organizational strategies.
• Operational management principles e.g. ITIL.
• Project and change management principles e.g. SaFe, PMBOK, ADKAR.
• Payroll and/or HR Administration subject matter expertise.
• Experience with HR technology systems, preferably Workday
• Effectively present thoughts to influence and persuade organizational leaders and key stakeholders.
• Relevant trends, standards, best practices and information within the industry.
• Knowledge of Flexara Office suite.
• Knowledge of payroll tax laws and reg

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