Director, People

As the leading independent provider of risk and financial advisory solutions Kroll leverages unique insights data and technology to help clients stay ahead of complex a world of disruption and increasingly complex business challenges our professionals bring truth into focus with the Kroll Lens. Our sharp analytical skills paired with the latest technology allow us to give our clients claritynot just answersin all areas of business.

To enable us to pivot to growth we are on a journey of transformation to create consumer-grade experiences for our people. After multi-year acquisitions we are ready to standardize and consolidate our processes to drive efficiency and deliver a multi-channel enhanced end user experience freeing up our people up to spend time with clients.

Weembrace diverse backgrounds and global perspectives and we cultivate diversity by respecting including and valuing one another. As part ofOne team One Kroll youll contribute to a supportive and collaborative work environment that empowers you to excel.

Head of People Service Delivery Director

Reporting to the Chief People Officer the role is accountable for ensuring People Operations are being seamlessly delivered to our clients. These services span the entire life cycle of our employees needs from Talent Acquisition to onboarding employment and contract queries/changes to leave of absence other benefits query management and offboarding. Our vision for People Services is to create a consumer-grade end user experience resolving queries quickly and painlessly to avoid distractions so our solutions are tied to ensuring we utilize technology and automation wherever possible for simplicity and speed. The role will work very closely with the Operations and Transformation Management team.

With a passion for Operational Excellence the Head of People Service Delivery will understand the business their needs and have a People First mindset. The incumbent will have a drive for continuous improvement and be comfortable pushing for results and the art of the possible driven by creating strong relationships and partnerships with strategic partners both inside and outside Kroll through collaboration co-creation and seamless execution.

RESPONSIBILITIES:

• Operational Excellence:On a day-to-day basis work closely with our Head of People Systems and Head of Operations People Services (Mumbai) to define and drive operational efficiency and continuous improvement through meeting cadence and governance forums. Create continuous feedback and root cause analysis loops to drive improvements within Kroll and through the third party services looking to enhance the Country People Partners (CPPs) role to a higher value creation. Our collective goal is to standardize and simplify our processes automate administration and develop a direct access culture. A daily aim will be to work to move admin out of the roles. Build strong relationships with the People Leadership Team to gather feedback on areas for improved service.
• Employee Relations and M&A: The role is accountable to work with our global Legal supplier to drive consistency and scale when dealing with employee matters. You are accountable for Global Policy and Contracts for Kroll across both permanent and subcontractor populations (our workforce). You will support the Global Head of Operations & Transformation in driving a commercial relationship with our Legal supplier to support our goals of standardizing terms and conditions and integrating acquisitions seamlessly. Your own goals and workplan will dovetail with our strategic investment in systems to improve and automate policies and practices to drive for standardization. We are an inclusive firm and ouraim over time is to harmonize policies from multiple acquisitions to drive efficiency in our cost base and fairness and equity with our people policies. You will design and deliver a common approach to all ER matters working closely with the Global Heads of People.
• Strategic Planning and Project Management: Work closely with the Global Head of Operations & Transformation to ensure deliverables are mapped and accounted for in a programmatic way. Where larger improvements are required develop a project approach to defining the objectives benefits and business outcomes required of improvements. Vendor management and any escalation of issues or risks with the third party must be directed through the Head of Operations People Services and you will have a close understanding of root causes to issues as they arise. You will leverage the Change Lead in the Transformation team to support your needs and embed new behaviors to adopt the services. You will be highly organized to monitor and evaluate requirements on a regular basis such as when Global Policies or Contracts need reviewing.
• Leadership:Lead a small team to deliver a consumer-grade service. Delivers to the People Strategy goals of Service Excellence by inspiring the team to go above and beyond to drive transformative change and improvements for One Team One Kroll. Invest in the team through regular check-ins unlocking potential by helping the team solve problems and lead on solution generation. The whole team ethos and culture will be one of driving for results searching for ways to standardize processes to enhance the employee experience. The incumbent will also build strong support and challenge relationships with executive peers to challenge self and the third party around defining and delivering service excellence.
• Data and Insight: You will be comfortable working within the Management team to leverage our team of experts on technology reporting and data analytics to help drive productivity and service improvements. You will leverage weekly and monthly reports from the Head of Operations People Services (Mumbai) to feedback upon services by the third party. You will seek feedback from your team and People Leadership to seek to improve services when things go wrong. Always driving for a global standard you will push areas for consistency where you see bespoke terms. You will be nimble and pragmatic at problem resolution taking an 80:20 rule to drive speed as well as efficiency. You will use data to inform root cause analysis and escalations.
• Business Continuity and Risk Management: Act as a Deputy for Business Continuity on People Operations matters.
• Innovation:Keep up to date with industry trends best practices and advancements in Service Excellence theory. Continuously enhance your own knowledge and expertise to deliver high-quality and relevant ideas and recommendations. Create excitement about potential improvements by reviewing the commercial ROI of new technologies and AI tools. Work closely with Finance and IT colleagues to build ideas and recommendations.

Skills and Experience Required:

• Significant experience of generalist and operational People Matters within an HR function
• Ideally knowledgeable and experienced of Professional Services firms
• Proven track record in managing projects through to delivery with the discipline and mindset of root cause analysis
• A People Leader adept at driving performance by creating an inclusive environment underpinned by psychological safety.

Kroll is committed to equal opportunity and diversity and recruits people based on merit.

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