HR Service Regional Lead - NA

This job is with WTW, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ business community. Please do not contact the recruiter directly. Description

This is a fully remote and full-time role open to candidates located across the US.

The Role

Operational Leadership

• Lead the Regional HR Services team and oversee end-to-end service delivery in line with the HR Service Catalogue, across Tier 0/1/2 and defined service levels.
• Partner closely with HR Services Delivery teams to provide a seamless, high quality colleague experience across all hire to retire processes
• Ensure accurate, timely employee lifecycle administration and maintain high quality HR data across all systems.
  
  

HR Advisory & Case Management

• Lead and guide the Regional HR Services team in delivering expert HR advisory support for Tier 2 processes, ensuring the team effectively manages complex or sensitive cases and escalations.
• Resolve issues by collaborating with Global Process Owners, HR Partners, and Delivery teams, ensuring root cause analysis and corrective actions.
  
  

Operational Excellence & Continuous Improvement

• Monitor service performance, identify improvement opportunities, and drive continuous optimisation of processes, people, and technology.
• Ensure HR Services meets or exceeds targets for timeliness, quality, experience, and cost.
  
  

Process, Compliance & Governance

• Oversee the design and localisation of HR processes to ensure compliance with regional legislation and regulatory requirements.
• Maintain audit readiness, ensure accurate reporting, and implement legislative changes into HR Services processes.
  
  

Digital Enablement & Technology

• Champion digital tools, automation, and modern ways of working to support the organisation’s Journey to Digital strategy.
• Support system enhancements and new technology implementations in partnership with Global HRIT & GPO’s.
  
  

Stakeholder Engagement & Collaboration

• Build strong relationships with HR Partners, Regional HR teams, Payroll, Centres of Expertise, and Recruitment to deliver coordinated HR programs and a seamless colleague experience.
• Communicate HR Services updates and initiatives proactively across the region.
  
  

Change & Program Management

• Lead and support HR projects, change initiatives, and major HR programs such as annual cycle activities, M&A, and system updates.
• Support knowledge transfer and capability building across HR Services teams.
  
  

Qualifications

The Requirements

• 7 years of HR experience in operational HR or HR Services roles, with broad exposure to HR administration from onboarding through offboarding, ideally within a Global Business Services (GBS) setting.
• Strong understanding of HR principles, employment law, best practices, and local labour regulations, with proven experience delivering compliant HR Services across the full employee lifecycle. Strong experience of managing NA colleague absence processes is required.
• 5 years of people management experience, with the ability to lead, coach, and develop a large or dispersed team and hold them accountable for high quality delivery.
• Demonstrated ability to operate with a strong service mindset, adapting quickly to changing priorities and fast‑moving environments.
• Skilled at building collaborative relationships and influencing stakeholders at all levels, with excellent verbal and written communication skills.
• Strong judgement and analytical problem-solving skills, able to navigate complex queries, resolve escalations, and apply legislative and practical insight to real world challenges.
• Highly organised, detail oriented, and capable of managing multiple priorities, deadlines, and workstreams simultaneously.
• Demonstrated ability to drive continuous improvement, optimise processes, and embed efficient, scalable ways of working.
• Proficient in HR systems and digital tools, with advanced skills in Microsoft Office and experience with platforms such as Oracle, ServiceNow, and SharePoint (preferred but not required).
• Comfortable adopting and championing new technologies, automation, and digital solutions.
• Strong project management skills, with the ability to lead or support multiple initiatives and deliver outcomes in a dynamic environment.
• Self-starter and quick learner with the ability to prioritise effectively and work autonomously.
• BS/BA in Human Resources, Business Administration, or a related field (or equivalent experience).
  
  

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

Compensation And Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation

The base salary compensation range being offered for this role is $120,000.00-$140,000.00 USD annually.

This role is also eligible for an annual short-term incentive bonus.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare: Mental health/emotional wellbeing (including Employee Assistance Program), medical (including prescription drug coverage and fertility benefits), dental, vision, Health Savings Account, Commuter Accounts, Health Care and Dependent Care Flexible Spending Accounts, company-paid life insurance, supplemental life insurance, AD&D, group accident, group critical illness, group legal, identity theft protection, wellbeing program, adoption assistance, surrogacy assistance, auto/home insurance, pet insurance, and other work/life resources.
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (only included for Washington roles)
• Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.
  
  

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.

EOE, including disability/vets

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