Lead - HR Operations

Job Description The Lead, HR Shared Services – Total Rewards & Performance is the Tier 2 subject matter expert within the HR Shared Services organization, providing specialist operational support across Compensation, Benefits, and Performance Management. This role serves as the primary escalation point for complex, non-standard, and high-impact employee cases that cannot be resolved through Tier 0 self-service or Tier 1 operations. Working closely with the Total Rewards and Performance COEs, HR Business Partners, Payroll, HRIS, Finance, and external vendors, the role ensures consistent, policy-compliant, and high-quality service delivery. Beyond specialist case resolution, the role drives operational excellence by improving processes, strengthening the knowledge base, enabling Tier 1 teams, supporting system enhancements, and delivering small-scale projects and continuous improvement initiatives that enhance the employee experience. Specialist Support & Escalation Management - Serve as the Tier 2 subject matter expert and primary escalation point for complex Compensation, Benefits, and Performance Management cases. - Resolve non-standard and high-impact employee and manager cases requiring policy interpretation, specialist expertise, or delegated approval authority. - Provide subject matter guidance to Tier 1 teams on complex cases, policy interpretation, and operational processes. - Ensure escalated cases are resolved within agreed service levels while maintaining high standards of quality, consistency, and customer experience. - Conduct root cause analysis on recurring issues and recommend sustainable corrective actions. Compensation Operations - Manage complex compensation-related cases, including off-cycle salary adjustments, compensation corrections, incentive and bonus calculations, pay equity inquiries, and market adjustment requests. - Support cross-border compensation scenarios in partnership with Payroll, HRIS, Finance, and Global Mobility teams. - Validate compensation calculations and investigate payroll impacts arising from compensation changes. - Support annual compensation review processes by managing operational exceptions and escalations. Benefits Operations - Resolve complex benefits eligibility, enrollment, life event, and claims-related issues. - Partner with payroll, benefit providers, insurers, and internal stakeholders to investigate and resolve benefit discrepancies. - Interpret benefits policies and provide guidance on unique employee scenarios. - Support operational readiness for annual benefits enrollment and renewal activities. Performance Management Operations - Manage escalated cases relating to performance management, including calibration disputes, rating corrections, process exceptions, and system-related issues. - Support annual and mid-year performance review cycles by resolving operational escalations and ensuring adherence to established processes. - Partner with HR Business Partners and business leaders to resolve complex operational issues while ensuring consistent application of performance policies and processes. Governance & Operational Excellence - Ensure all Tier 2 activities comply with company policies, governance standards, audit requirements, and regulatory guidelines. - Monitor case trends, identify recurring issues, and recommend improvements to processes, documentation, and service delivery. - Develop operational insights and reports to improve service quality and reduce repeat escalations. - Partner with HRIS teams to support system enhancements, configuration changes, testing, and release activities impacting Total Rewards and Performance operations. Knowledge Management, Capability Building & Continuous Improvement - Develop, maintain, and enhance SOPs, knowledge articles, operational playbooks, and support documentation. - Enable Tier 1 teams through knowledge sharing, documentation, and guidance to improve first-contact resolution and service consistency. - Partner with AI and Knowledge Management teams to improve self-service content and expand Tier 0 resolution capabilities. - Own or contribute to small-scale projects and continuous improvement initiatives across Total Rewards, Benefits, and Performance Operations, including process optimization, automation, reporting enhancements, system improvements, and operational excellence initiatives. - Participate in User Acceptance Testing (UAT), change management activities, and implementation of new processes, technologies, and system enhancements. - Support operational readiness for annual compensation, benefits, and performance cycles through documentation, communications, and stakeholder enablement.