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The Lead, HR Shared Services – Total Rewards & Performance is the Tier 2 subject matter expert within the HR Shared Services organization, providing specialist operational support across Compensation, Benefits, and Performance Management. This role serves as the primary escalation point for complex, non-standard, and high-impact employee cases that cannot be resolved through Tier 0 self-service or Tier 1 operations. Working closely with the Total Rewards and Performance COEs, HR Business Partners, Payroll, HRIS, Finance, and external vendors, the role ensures consistent, policy-compliant, and high-quality service delivery.

Beyond specialist case resolution, the role drives operational excellence by improving processes, strengthening the knowledge base, enabling Tier 1 teams, supporting system enhancements, and delivering small-scale projects and continuous improvement initiatives that enhance the employee experience.

Specialist Support & Escalation Management

• Serve as the Tier 2 subject matter expert and primary escalation point for complex Compensation, Benefits, and Performance Management cases.
• Resolve non-standard and high-impact employee and manager cases requiring policy interpretation, specialist expertise, or delegated approval authority.
• Provide subject matter guidance to Tier 1 teams on complex cases, policy interpretation, and operational processes.
• Ensure escalated cases are resolved within agreed service levels while maintaining high standards of quality, consistency, and customer experience.
• Conduct root cause analysis on recurring issues and recommend sustainable corrective actions.

Compensation Operations

• Manage complex compensation-related cases, including off-cycle salary adjustments, compensation corrections, incentive and bonus calculations, pay equity inquiries, and market adjustment requests.
• Support cross-border compensation scenarios in partnership with Payroll, HRIS, Finance, and Global Mobility teams.
• Validate compensation calculations and investigate payroll impacts arising from compensation changes.
• Support annual compensation review processes by managing operational exceptions and escalations.

Benefits Operations

• Resolve complex benefits eligibility, enrollment, life event, and claims-related issues.
• Partner with payroll, benefit providers, insurers, and internal stakeholders to investigate and resolve benefit discrepancies.
• Interpret benefits policies and provide guidance on unique employee scenarios.
• Support operational readiness for annual benefits enrollment and renewal activities.

Performance Management Operations

• Manage escalated cases relating to performance management, including calibration disputes, rating corrections, process exceptions, and system-related issues.
• Support annual and mid-year performance review cycles by resolving operational escalations and ensuring adherence to established processes.
• Partner with HR Business Partners and business leaders to resolve complex operational issues while ensuring consistent application of performance policies and processes.

Governance & Operational Excellence

• Ensure all Tier 2 activities comply with company policies, governance standards, audit requirements, and regulatory guidelines.
• Monitor case trends, identify recurring issues, and recommend improvements to processes, documentation, and service delivery.
• Develop operational insights and reports to improve service quality and reduce repeat escalations.
• Partner with HRIS teams to support system enhancements, configuration changes, testing, and release activities impacting Total Rewards and Performance operations.

Knowledge Management, Capability Building & Continuous Improvement

• Develop, maintain, and enhance SOPs, knowledge articles, operational playbooks, and support documentation.
• Enable Tier 1 teams through knowledge sharing, documentation, and guidance to improve first-contact resolution and service consistency.
• Partner with AI and Knowledge Management teams to improve self-service content and expand Tier 0 resolution capabilities.
• Own or contribute to small-scale projects and continuous improvement initiatives across Total Rewards, Benefits, and Performance Operations, including process optimization, automation, reporting enhancements, system improvements, and operational excellence initiatives.
• Participate in User Acceptance Testing (UAT), change management activities, and implementation of new processes, technologies, and system enhancements.
• Support operational readiness for annual compensation, benefits, and performance cycles through documentation, communications, and stakeholder enablement.

Qualifications

• Bachelor's degree in Human Resources, Business Administration, or a related discipline.
• 6+ years of experience in HR Operations, HR Shared Services, Compensation, Benefits, Performance Management, or Total Rewards.
• Demonstrated experience managing complex HR operational cases and working across multiple stakeholder groups.
• Experience supporting regional or global HR operations is preferred.
• Experience with Workday or a comparable HRIS platform is highly desirable.

Skills & Competencies

• Expertise in Compensation, Benefits, and Performance Management operations.
• Strong understanding of HR Shared Services delivery and tiered support models.
• Ability to interpret HR policies and apply sound judgment to complex employee scenarios.
• Experience with Workday or equivalent HRIS platforms and related HR processes.
• Strong case management and escalation resolution skills.
• Excellent analytical thinking, problem-solving, and root cause analysis capabilities.
• Proven stakeholder management and collaboration skills, with the ability to influence and partner effectively across HR, Payroll, Finance, HRIS, and COEs.
• Continuous improvement mindset with experience driving process optimization, automation, and small-scale operational projects.
• Strong project coordination, change management, and operational execution skills.
• Excellent communication skills, attention to detail, and customer-centric approach with a focus on operational excellence.