Overview:
This role is hybrid based in Louisville, KY
Responsibilities:
The HR Shared Services (HRSS) Team Lead is responsible for delivering efficient, high-quality HR services that support business goals and enhance the team member experience. This role drives standardization, continuous improvement, and innovation across shared services processes, ensuring operational excellence and consistency.
The Team Lead serves as the primary point of escalation for issues raised by HRSS Specialists-providing guidance, resolving complex inquiries, and ensuring timely solutions. When necessary, the Team Lead will further escalate critical or unresolved matters to the HRSS Manager for additional review or decision-making.
In addition, this role owns ServiceNow reporting and analytics, manages the creation and maintenance of process documentation and knowledge resources, and oversees validation of system or process changes before production release. The HRSS Team Lead plays a key role in supporting HR transformation and productivity initiatives, enabling a new service delivery model that prioritizes efficiency, accuracy, and world-class team member experience.
Key Responsibilities
Leadership & Development
* Leverage the My Development system to coach and mentor HRSS Specialists.
* Promote continuous learning, skill development, and high performance within the team.
* Support adoption of Sazerac's Performance Development System (PDS) across HR Shared Services.
Continuous Process Improvement
* Lead and drive productivity and efficiency initiatives across HRSS.
* Collect feedback from specialists, stakeholders, and end users to identify improvement opportunities.
* Implement sustainable solutions to enhance processes and service quality.
Data Processes & Control Systems
* Manage ServiceNow reporting to track performance metrics and identify actionable trends.
* Partner with HRIS and IT teams to validate and test changes prior to deployment.
* Champion technology, automation, and data integrity across all HRSS processes.
Operational Excellence
* Oversee day-to-day HR Shared Services operations, ensuring timely, accurate delivery of services.
* Manage and resolve escalations while maintaining compliance with policies and SLAs.
Quality & Compliance (TQM)
* Define and monitor KPIs and service quality standards.
* Conduct regular audits to ensure process adherence and identify improvement opportunities.
* Lead corrective and preventive actions for recurring issues, promoting accountability and continuous improvement.
World-Class Customer Service
* Coach specialists in customer service excellence and process execution.
* Create and maintain process documentation, training materials, and knowledge base content.
* Monitor customer feedback to enhance satisfaction and responsiveness.
Qualifications:
Must-Haves
* Bachelor's degree
* Minimum 5 years of experience in HR Shared Services or a related HR operational role
* Experience using ServiceNow (HRSD) or similar system for case management, knowledge management, and reporting
* Strong analytical, problem-solving, and data interpretation skills
* Excellent communication and interpersonal abilities with demonstrated coaching experience
* Highly organized with strong project management and attention to detail
* Experience in business process methodology, governance, or project management frameworks
Preferred
* Proficiency in process mapping/documentation tools (e.g., Visio)
* Experience with Dayforce
* Bilingual (English/Spanish or other) - highly desired
Physical Requirements
* Hybrid in-person attendance required (3 days onsite/2 remote)
Placement within the salary range is calculated based upon years of directly relatable experience for the position.
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