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Senior Director, HR Shared Services

posted February 10, 2020

McLean, VA
578011 l

About This Job


Our Global HR team partners with our business leaders to attract, retain, and develop Hilton's most important asset, our Team Members.

What will I be doing?

As the Senior Director, HR Shared Service Center (known as HRX), you will provide strategic vision and direction as well as day-to-day operational leadership to the HRX team, which delivers high-quality service to Team Members across a number of HR functional areas. You will focus on delivering services with an emphasis on onboarding/offboarding and leave of absence administration. You will also be responsible for growing the HRX service offering and enhancing the HR technology tools that insure and support service delivery.

More specifically, you will:
  • Provide your vision of the future state of HRX, including the expansion of services in the US and globally as well as development of the team to ensure Team Members receive consistent, efficient customer service through every interaction.
  • Direct operational delivery by establishing priorities with the HRX leadership team and delegating work, ensuring optimal allocation of resources across the team.
  • Strategically align with other HR teams including HR Consulting, Recruiting, Compensation, Benefits, Team Member Relations, Learning and Development, and Workplace Services – as well as Payroll and Legal – to effectively deliver HR services.
  • Improve and deliver “white glove” leave of absence support by leading a team of HR coordinators focused on this service and, as needed, providing on-site assistance to executives.
  • Lean in on the strategy, design and development of new technologies (e.g., Chatbot) to reinforce service delivery globally.
  • Advocate and ensure the proper use of relevant technology tools, such as Hilton's human capital management platform, recruiting system, case management tool, and any third-party partners' tools such as background check, e-verify and I-9 interfaces.
  • Direct HRX’s execution of the onboarding and orientation processes, including improvements to current methodologies and maintenance of partnerships with IT and other HR groups to ensure HRX delivers a meaningful experience garnering New Hire satisfaction and supporting long-term retention.
  • Lead resolution of case escalations from direct reports and others across HRX on matters such as onboarding and offboarding, benefits, position changes and promotions, performance management and compensation, employment verification and rehire eligibility, and payroll support.
  • Drive case analysis and issue trends findings, find opportunities for both process improvement and augmentation of HRX services, implementing in concert with HRX leadership and HR partners.
  • Cross-functionally collaborate with multiple business partners to ensure process and technology alignment with HR business process that impact Team Member services.
  • Lead all HRX reporting to senior HR leadership, including but not limited to HRX service highlights, monthly dashboards and quarterly business reviews.


What are we looking for?

We are seeking problem solvers who are passionate about people analytics among a dynamic industry and who love to combine their interpersonal skills with an eye for business! We believe success in this role will demonstrate itself through the following attributes and skills:

  • Demonstrates Hilton values – hospitality, integrity, teamwork, leadership, ownership and a sense of urgency
  • Adaptability to change in a dynamic environment
  • Professional, polite and welcoming to all Team Members
  • Excellent verbal, visual and written communication
  • Demonstrates a positive, proactive attitude
  • Maintains attention to detail, especially pertaining to data entry

To fulfill this role successfully, you should demonstrate the following minimum qualifications:

  • Ten (10) years of professional experience
  • Five (5) years of management experience
  • Three (3) years of HR shared services experience
  • HR systems related experience with systems such as Oracle/Workday and Taleo
  • 20% travel

It would be helpful in this position for you to demonstrate the following capabilities and distinctions:

  • BA/BS bachelor's Degree
  • Five (5) years of HR shared services experience
  • PHR or SPHR Certification
What will it be like to work for Hilton?

Hilton is the world’s leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities, and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.



About This Employer


7930 Jones Branch Drive, Suite 1100
McLean, VA 22102

(703) 883-1000

Corporate Office

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About Hilton

Hilton is a leading global hospitality company, with a portfolio of 14 world-class brands comprising more than 4,900 properties with over 800,000 rooms in 104 countries and territories. Hilton is dedicated to fulfilling its mission to be the world’s most hospitable company by delivering exceptional experiences – every hotel, every guest, every time.

We believe Hospitality isn’t just a job; it’s a journey of self-discovery, growth, community and cultures. Our Team Members are extraordinary professionals who work together to deliver exceptional experiences for all who walk through our doors. As we continue to grow and innovate, our Vision “to fill the earth with the light and warmth of hospitality” has never faltered. We are more than a room for the night. We create heartfelt experiences for Guests, meaningful opportunities for Team Members, and a positive impact in our Communities.

We’re always on the lookout for executives, management, hotel operations, call center/reservationists, and students and graduates interested in joining any of the Hilton brands:

  • Hilton Hotels & Resorts
  • Waldorf Astoria Hotels & Resorts
  • Conrad Hotels & Resorts
  • Canopy by Hilton
  • Curio – A Collection by Hilton
  • Doubletree by Hilton
  • Embassy Suites by Hilton
  • Hilton Garden Inn
  • Hampton by Hilton
  • Homewood Suites by Hilton
  • Home2 Suites by Hilton
  • Hilton Grand Vacations
  • Tru by Hilton
  • Tapestry Collection by Hilton

If you appreciate the impact global travel can have on the world and know how to offer an exceptional hospitality experience, you may be just the person we are looking for to work as a Hilton Team Member.