Director, HR Shared Services

You have a clear vision of where your career can go. And we have the leadership to help you get there. At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential.

CNA seeks to offer a comprehensive and competitive benefits package to our employees that helps them — and their family members — achieve their physical, financial, emotional and social wellbeing goals.

For a detailed look at CNA’s benefits, check out our Candidate Guide.

Job Description

The Director, HR Shared Services, is responsible for providing strategic and tactical leadership for an assigned team of COE HR Consultants within the HR Shared Services team. This team focuses on support and delivery of HR activities and services for the HR COEs including payroll, leave administration, and benefits. Activities are in direct support of HR COEs and HR processes. This position will also be responsible for day to day leadership, process efficiencies and improvement, problem solving in complex situations, and operational support of the COE Services team.

Essential Duties & Responsibilities

• Oversees the work activities of a team of HR Consultants and has full management responsibility by setting and communicating expectations, providing direction and coaching, facilitating training and development, managing employee performance, and contributing to employee engagement.
• Identifies and leads the design, implementation and improvement of standard operating processes to maximize HR Shared Services effectiveness and outcomes. Specific process areas that will be fully owned by this role include HR budgeting, benefits financials, leave administration, talent acquisition scheduling and background checks, HR compliance and audit support and HR vendor contracting & invoicing.
• Serves as an HR Systems key user (Workday, Cornerstone) in support of HR functions and key business partners.
• Manages the intake of new work and processes with COE partners, including the assignment and training of work within the team, and establishes department best practices.
• Acts as an escalation point to resolve complex issues for COE Services team members.
• Manages external resource relationships and staffing, which currently includes outsourced HR Assistant staff who perform talent acquisition scheduling and background checks.
• Monitors key trends, evaluates metrics and provides insights, recommending solutions for operational excellence to HR Shared Services Leader. Partners with COE leaders to establish SLAs. Supports team SLA’s through understanding trends and volume, leads planning for the year and general team operations.
• Maintains the highest level of data integrity, flagging and reconciling inconsistencies when appropriate.

May perform additional duties as assigned.

Reporting Relationship

Typically AVP or above

Skills, Knowledge & Abilities

• Proven ability to lead and motivate others in accomplishing established goals, builds a strong organization by attracting, managing, developing and retaining top talent.
• Excellent interpersonal skills with the ability to effectively interact with staff at all levels and influence at certain levels.
• Strong understanding of process development and process improvement techniques and methodologies.
• Ability to implement systems, processes and procedures that improve the customer experience.
• Excellent analytical and problem solving skills. Thinks creatively to solve problems.
• Excellent time management with strong organizational skills and the ability to prioritize and manage work deliverables effectively.
• Excellent communication and customer service skills, ability to handle confidential and sensitive information.
• Proficient in reporting and metrics.
• Experience in mentoring and training others, sets example in teamwork to deliver excellent customer service.
• Ability to multi-task and lead by example in a fast changing environment.
• Strong knowledge of Microsoft Office suite, HR Systems (i.e. Workday and Cornerstone preferred) and data reporting technologies.

Education & Experience

• Bachelor’s degree or equivalent work experience.
• Typically a minimum of ten years of experience preferably in Human Resources or Operations roles, including 5 plus years of management experience.
• Experience in HR Operations or HR Shared Services is strongly preferred.

CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact