RELOCATION ASSISTANCE: Relocation assistance may be available

CLEARANCE TYPE: None

TRAVEL: Yes, 10% of the Time

Description

At Northrop Grumman, our employees have incredible opportunities to work on revolutionary systems that impact people's lives around the world today, and for generations to come. Our pioneering and inventive spirit has enabled us to be at the forefront of many technological advancements in our nation's history - from the first flight across the Atlantic Ocean, to stealth bombers, to landing on the moon. We look for people who have bold new ideas, courage and a pioneering spirit to join forces to invent the future, and have fun along the way. Our culture thrives on intellectual curiosity, cognitive diversity and bringing your whole self to work — and we have an insatiable drive to do what others think is impossible. Our employees are not only part of history, they're making history.

Northrop Grumman HR Service Center is seeking a Director, Lifecycle Services responsible for day-to-day oversight of our Tier 1 HR contact center and transactional services, ensuring high quality and customer satisfaction. These teams provide support to employees and managers on a variety of topics to include but not limited to HR policy and processes, HR transactions, payroll, timekeeping, and business travel. As part of the HR Service Center leadership team, the HR Service Center Director 1 will play an integral role in shaping service center operations to meet evolving business needs. This position also serves as a key partner to the HR community, Payroll and other stakeholders internal and external to Northrop Grumman.

This position will be located in Irving, TX.

Responsibilities include, but are not limited to:

Oversee the delivery of in scope Lifecycle Services, ensuring efficient and effective service performance.

Develop service delivery strategies to meet business needs and enhance customer experience.

Promote and advance transformation of service delivery channels, increasing use of self-service in lieu of phone channel. Promote evolution and expansion of service offerings, driving increased value to the business.  

Establish and foster positive relationships with sector customers and other stakeholders building strong partnerships to facilitate optimal service performance and customer experience.

Engage and align key stakeholders including HR Business Partners and policy owners, ensuring service center processes are optimized for efficiency and customer experience.  

Monitor trends in volume; identify and act upon improvement opportunities with push for process automation across assigned service areas.  

Monitor and respond to customer feedback, working with appropriate stakeholders to drive customer satisfaction.

Provide leadership and guidance to service center staff, fostering a culture of growth, innovation, accountability, and performance excellence.

Ensure compliance with data protection regulations and HR policies while maintaining high standards of data integrity and security.

Ensure service line needs are met with respect to tools and technologies required to perform. Promote and evolve HR knowledgebase and other internal procedures.

Collaborate with IT and other departments to enable service center operations and address technical or operational issues.

Work with external service providers to optimize service performance and system integrations. Address issues and escalations as needed.

Stay informed of industry trends, emerging technologies, and best practices to continually improve service center capabilities.

Basic Qualifications:

Degree Required: Bachelor's Degree and 12+ years of related experience OR Master's Degree and 10+ years of related experience

Proven track record of leading HR service operations in a large organization, with demonstrated ability to successfully lead organizations through change

Strong knowledge of HR best practices and service center operations

Strong analytical and problem-solving skills, with the ability to design and implement strategies that elevate HR operations and enhance service quality

Excellent client service orientation/stakeholder management

 Ability to manage multiple, competing priorities / projects at once

Ability to maintain confidential information

Demonstrated ability to work independently with limited guidance and exercise independent judgment, knowing when to elevate concerns or issues

Proven leadership and management capabilities, with a talent for inspiring teams, driving meaningful change, and achieving ambitious organizational objectives

Exceptional communication and interpersonal skills, with the ability to collaborate across departments and convey complex information clearly and effectively to stakeholders

Outstanding organizational skills, with a proven ability to juggle multiple priorities and projects within a dynamic, fast-paced environment

Proven knowledge of HR service center technologies – telephony systems, case management, quality monitoring modules, etc.

Proficiency with Microsoft Office suite – particularly Outlook, Word, Excel, PPT

Preferred Qualifications:

Demonstrated experience with service delivery transformation

Demonstrated experience leveraging AI to optimize service delivery

Experience with Workday and ServiceNow

Experience with AWS Connect

Experience managing small to medium-size projects

Salary Range: $141,600.00 - $212,400.00

The above salary range represents a general guideline; however, Northrop Grumman considers a number of factors when determining base salary offers such as the scope and responsibilities of the position and the candidate's experience, education, skills and current market conditions.

Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay. Annual bonuses are designed to reward individual contributions as well as allow employees to share in company results. Employees in Vice President or Director positions may be eligible for Long Term Incentives. In addition, Northrop Grumman provides a variety of benefits including health insurance coverage, life and disability insurance, savings plan, Company paid holidays and paid time off (PTO) for vacation and/or personal business.

The application period for the job is estimated to be 20 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates.

Northrop Grumman is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. For our complete EEO/AA and Pay Transparency statement, please visit http://www.northropgrumman.com/EEO. U.S. Citizenship is required for all positions with a government clearance and certain other restricted positions.