At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their educations and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that’s where you come in:
We are seeking a dynamic and results-oriented Global Tier 1 HR Service Delivery Team Lead to join our growing HR team. This role is crucial in ensuring the seamless delivery of high-quality, efficient, and consistent HR services to our global employee population. The Team Lead will be responsible for managing a team of HR Service Delivery Specialists, overseeing day-to-day operations, and driving continuous improvement initiatives.

WHAT YOU WILL NEED TO KNOW/HAVE:

• Bachelor’s degree in Human Resources, Business Administration, or a related field.
• Proven experience in a global HR service environment or supporting a U.S.-based company, with strong understanding of cross-cultural communication and time zone coordination.
• Minimum of 3-5 years of experience 1 in HR service delivery or shared services, with at least 2+ years in a team lead or supervisory role.
• Proven experience in managing and developing a high-performing team.
• Strong knowledge of HR processes, policies, and best practices.
• Experience working with HR case management system
• Proficiency in Workday is a must.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong analytical and data-driven decision-making skills.
• Proficiency in Microsoft Office Suite and Google docs.
• Experience with global HR operations

• Lead, mentor, and develop a team of Tier 1 HR Service Delivery Specialists across multiple time zones.
• Leverage experience supporting U.S.-based clients in a global HR service environment.
• Monitor team performance against established KPIs and SLAs, ensuring timely and accurate resolution of employee inquiries.
• Conduct regular team meetings, performance reviews, and provide ongoing coaching and feedback.
• Foster a collaborative and positive team environment, promoting knowledge sharing and best practices.
• Manage team scheduling and workload distribution to ensure adequate coverage and efficient service delivery.
• Oversee the day-to-day operations of the Tier 1 HR Service Delivery team, ensuring efficient handling of employee inquiries and requests.
• Act as a point of escalation for complex or sensitive employee issues, providing timely and effective resolutions.
• Ensure adherence to HR policies, procedures, and compliance requirements.
• Utilize HR ticketing systems and knowledge bases to track, manage, and resolve employee inquiries.
• Maintain accurate and up-to-date documentation of processes and procedures.
• Identify opportunities to improve service delivery efficiency and effectiveness.
• Analyze data and trends to identify root causes of recurring issues and develop proactive solutions.
• Develop and maintain comprehensive process documentation and Standard Operating Procedures (SOPs) to ensure consistent and efficient workflows.
• Implement process improvements and automation initiatives to streamline workflows and enhance the employee experience.
• Contribute to the development and maintenance of HR knowledge bases and FAQs.
• Monitor customer satisfaction and feedback to identify areas for improvement.
• Collaborate with other HR teams (e.g., Talent Acquisition, Total Rewards, HR Business Partners) to ensure seamless service delivery.
• Communicate effectively with employees and stakeholders, providing clear and concise information.
• Prepare and present regular reports on team performance and service delivery metrics.
• Participate in global HR projects and initiatives.