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00012197 Requisition #

Rakuten Americas is seeking a Director of HR Shared Services to join our America’s HR Leadership team in maturing our HR Shared Services function and establishing a core service offering within our company. The position will also define a vision for HR Shared Services, build HR service processes, provide feedback to HRIS on the needs for HR systems improvements and work with HRIS on the overall support model for HR Americas. This role is responsible for identifying Key Performance Indicators to support the overall effectiveness of shared services. The Director reports into the Head of Human Resources, Americas. This position is based out of Salt Lake City, Utah.


Ideal candidate

The ideal candidate will have a relentless focus on process improvement and execution.   They will have previously had experience in creating an HR Shared Service Center bringing best practices to achieve operational excellence.  The ability to develop, manage, leverage and build upon strong relationships with a wide array of colleagues in the region and throughout the world is critical. As the leader of the HR Shared Services community having influence, professional presence, collaborative and service oriented interpersonal skills will enable your success.


The role



•Provide leadership and direction in building and managing a high-performing team of professionals to deliver world-class HR support to a diverse array of internal customers throughout the America’s region.

•Build and maintain a positive working environment to train and develop the team to foster understanding of broad HR principles, policies, procedures and support systems with a high level of customer service focus.

•Demonstrated project management skills and prior experience operationalizing complex business processes into systematic and efficient work streams.

•Actively participate as a working manager on addressing inquiries or requests coming into the Shared Service Center.  Serve as a point of escalation for team members to resolve any complex issues.

•Develop effective communication and training materials for the team to ensure team is providing timely, consistent and accurate guidance in accordance with HR policies and practices across the US, Canada, and the growing global presence.

•Work closely with the other SS streams (Finance, IT, Accounting, Global HRIS) to ensure end to end process management and improvement.

•Offer broad HR expertise in subject matters such as, but not limited to, HR operations, compensation and benefits (including 401K and wellness), performance management, immigration, recruitment, compliance, and recognition programs.

•Play a key role in identifying, agreeing and implementing process and HR policy alignment working with HR stakeholders across the portfolio of businesses, including the integration of new businesses on to the platform.


Service Delivery & Process Improvement:


• Support the creation and deployment of the HR shared services strategy in partnership with HR Business Partners, HR Centers of Excellence and business stakeholders.

• Develop clear service level standards that define expectations and create accountability for delivering enhanced value through HR Services.

• Establish protocols and tiered escalation, ensure response to issues and requests from employees.

• Establish a service governance program, oversee the incorporation and delivery of new shared service offerings.

• Deploy a case management system and manage vendors.

• Integrate newly acquired companies onto Rakuten’s benefit and service offerings platform. Pre-acquisition, coordinate with Corporate Development and lead HRBP teams on key factors to evaluate and consider regarding target company during the due diligence, up to and including auditing target’s benefits, policies and compliance.

• Responsible for documentation and management of end to end employee lifecycle HR processes including new hire processing, on-boarding, integration and transitions.

• Influence stakeholders to migrate identified HR processes and transactions into Shared Services platform.


System and Data Responsibilities:

• Working in conjunction with Global HRIS, support data integrity in systems and ensure appropriate and relevant audit controls are in place.

• Partner in the development and implementation of both new and/or changes to supporting HR systems (deploy a case management system, core Work Day, onboarding) including supporting systems testing.

• Lead team in providing Tier zero and Tier 1 HR systems support.  Research and report trending systems issues as reported by end users and share findings with the system owner and Global HRIS team to collaborate on timely and effective resolution.



• Bachelor’s degree; Master’s degree preferred.

• 8-10 years of professional HR leadership / management/ Operation experience preferred; prior experience in a HR shared services environment very important.

• Demonstrated experience in a large, international organization involving substantial change and change management highly preferred; experience with Canadian and / or HR operational considerations, in addition to USA, beneficial. Strong and broad HR generalist knowledge required, full working knowledge and understanding of HR legislation/employment law, principles, policies, and procedures including informed perspective on compensation & benefits, employment law and compliance, immigration, mobility and Performance Management.

• Experience integrating acquired businesses into a HR Shared Service highly desirable

• Excellent written/oral communication skills and excellent presentation skills

• Demonstrated metrics orientation with results.

• Strong track record and proven ability to analyze and interpret quantitative and qualitative data and use business and financial analytics to improve decision-making.

• Good understanding of underlying HR technologies and current HR digital trends, proficiency in Work Day, HR IT- infrastructure.

• Proficiency in the use of Microsoft Suite (Outlook, Teams, Word, Excel and PowerPoint) required.

• An uncompromising set of professionalism, ethics and integrity required; ability to handle confidential information with the utmost discretion.

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