Head of HR Service Excellence

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About the Role

The Head of HR Service Excellence provides strategic direction and oversight for Takedas global HR service excellence agenda and is accountable for the quality consistency and continuous improvement of the HR service experience. This role owns the service standards knowledge foundation front-door experience and platform process governance that enable end-to-end employee journeys to operate consistently at a global scale.

As a senior leadership role the position contributes to global HR strategy and translates it into a multi-year service excellence roadmap. The role drives digital AI-enabled and self-service delivery while balancing business needs regional requirements risk and sustainable cost-to-serve.

Team and Scope: The role leads a globally distributed Service Excellence team of approximately 1215 people across four capability areas:

Journey Owners accountable for end-to-end journey design governance and continuous improvement.

Core HR Platform Partners responsible for business process governance across core HR platforms including Workday ServiceNow the HR front door case management knowledge and workflow ensuring consistent and scalable service delivery.

Knowledge Partners accountable for ownership and lifecycle management of the HR agent knowledge base.

Front Door and Experience Owners responsible for demand disposition experience design measurement and adoption.

How You Will Contribute:

Provide strategic direction and functional leadership for the globally distributed Service Excellence team directly and through capability leaders shaping priorities capacity capability development and succession planning across all four areas.

Build and lead a distributed team across regions and GCC hubs including hiring capability development and performance management.

Partner with the HR PMO on prioritization governance quality assurance and benefits realization for service improvement initiatives.

Represent HR service performance and improvement priorities with senior HR and business stakeholders.

Own the global service excellence roadmap and prioritization framework aligning cross-functional initiatives with enterprise HR strategy and guiding trade-offs across experience capacity cost risk and regional requirements.

Establish and govern enterprise HR service standards including SLAs tiering escalation paths quality measures and right-first-time expectations.

Embed an enterprise-thinking mindset of global by default local by exception ensuring local variations are minimized intentional documented and governed.

Accelerate AI-enabled direct access and self-service capabilities shifting capacity from transactional work to higher-value activities.

Govern the allocation of HR roles within the HR Service Delivery Model maximizing Tier 1 (0) through content quality query deflection ease of use and knowledge management.

Lead journey governance across design handoffs service expectations moments that matter and measurable improvement outcomes.

Clarify roles accountabilities escalation points and handoffs across People Solutions COEs HRBLs People Partners PLR DD&T and GCC.

Own the HR front-door experience including demand disposition self-service versus human handoff urgency routing and the no answer found experience.

Establish and govern the HR agent knowledge base including standards lifecycle management quality controls and adoption.

Own business process governance for core HR platforms including Workday ServiceNow the HR front door case management knowledge and workflow.

Partner with DD&T and HR product teams to ensure platform changes support simple consistent and scalable HR service delivery.

Qualifications:

• Significant senior leadership experience in HR shared services People Solutions global business services HR business partnering or employee experience at enterprise scale.
• Experience leading distributed teams including offshore and GCC-based delivery models within complex global matrix organizations. Demonstrated success leading through other people leaders and driving cross-functional transformation initiatives.
• Proven track record of improving employee experience service quality cycle time and cost-to-serve within multi-tier service delivery models.
• Deep expertise in knowledge management including taxonomy analytics continuous improvement self-service service platform governance and KPI-driven performance management.
• Bachelors degree or equivalent professional experience required. Certifications in service management design thinking product ownership Lean Six Sigma ITIL or change management are desirable.
• Enterprise HR service leadership within tiered multi-channel service delivery models in a global matrix environment.
• Strong expertise in service design employee experience and journey governance.
• HR technology fluency across Workday ServiceNow case management knowledge management workflow and AI-enabled service channels.
• Executive stakeholder management federated governance and change leadership in complex evolving organizations.

We may also consider applications from colleagues based in other Takeda GCC locations strategic hubs or other locations where Takeda has a significant presence

Takeda Compensation and Benefits Summary

We understand compensation is an important factor as you consider the next step in your career. We are committed to equitable pay for all employees and we strive to be more transparent with our pay practices.

For Location:

U.S. Base Salary Range:

The estimated salary range reflects an anticipated range for this position. The actual base salary offered may depend on a variety of factors including the qualifications of the individual applicant for the position years of relevant experience specific and unique skills level of education attained certifications or other professional licenses held and the location in which the applicant lives and/or from which they will be performing the actual base salary offered will be in accordance with state or local minimum wage requirements for the job location.

For information about our benefits please click here.

EEO Statement

Takeda is proud in its commitment to creating a diverse workforce and providing equal employment opportunities to all employees and applicants for employment without regard to race color religion sex sexual orientation gender identity gender expression parental status national origin age disability citizenship status genetic information or characteristics marital status status as a Vietnam era veteran special disabled veteran or other protected veteran in accordance with applicable federal state and local laws and any other characteristic protected by law.

Job Exempt