Director, Global People Services Center (HR Shared Services)

The Opportunity:We, at Flywire, are seeking a Director, Global People Services Center to lead our global team of Service Center Operations Specialists and People Systems across the world. This position will oversee the operational management of People Services across multiple global locations, ensuring a seamless, efficient, and consistent People experience for FlyMates. This role is critical in leading the delivery of People transactional services, improving processes, and ensuring compliance with global standards while maintaining a high level of service quality. The successful candidate will drive continuous improvement initiatives, manage a team of Service Center Operations professionals and People Systems, and collaborate with People leadership and stakeholders,  to align people services with business objectives.The Director, Global People Services Center will be responsible for the day-to-day management, coordination, and oversight of the Service Desk ticketing system within the People Service Center function. This position ensures that People-related service requests, issues, and inquiries are efficiently handled, tracked, and resolved in alignment with organizational policies, service level agreements (SLAs), and best practices. The role will also involve continuous improvement initiatives for the People Service Desk, optimizing workflow processes, and ensuring that the service desk team is fully supported in providing excellent customer service.This role requires a forward-thinking leader with a strong background in HR technology, process improvement, and data-driven decision-making.KEY RESPONSIBILITIES: Strategic Leadership & Oversight:Lead and Optimize Global People Services: Own the global People Services Center operations, driving strategy, execution, and continuous improvement across all facets of the service delivery lifecycle, including HRIS and People Systems, Ticketing System, compliance, and general People inquiries.Vision & Strategy: Develop and execute a vision for the People Service Center that aligns with Flywire’s growth, culture, and People team strategy. Ensure the evolution of our service delivery model to meet the needs of a growing, international workforce.Operational Excellence & Continuous Improvement:Service Center Operations: Oversee the daily management of global service desk operations, ensuring the efficient handling of employee requests, incidents, and inquiries through the ticketing system (Jira), in accordance with SLAs and global best practices. Responsible for operational services that are consistent, scalable, and capable of driving efficiencies to support organisational scaling.Process Optimization & System Innovation: Spearhead efforts to improve system configurations, workflows, and operational processes. Collaborate with IT, People Systems, and vendors to ensure our People service technologies (HRIS, talent management) are optimized for performance, scalability, and ease of use.Global Compliance: Drive the People Service Center's compliance with global, regional, and local labor laws, data privacy standards, and internal policies. Partner with cross-functional and regional teams to proactively manage compliance across multiple jurisdictions, optimizing country-specific employment practices. Lead audit preparation by ensuring accurate documentation, controls, and processes are in place to meet regulatory and audit requirements.Reporting: Develop and maintain reporting dashboards to track operational performance, monitor compliance risks, and support audit readiness. Analyze data to identify areas for improvement and present key compliance metrics and insights to senior leadership to drive informed decision-making.Stakeholder Management & Collaboration:Cross-Functional Collaboration: Build strong relationships with key stakeholders across the People team, IT, and other departments. Act as the liaison to ensure alignment between People needs and operational capabilities, driving integrated solutions that improve efficiency and the employee experience.Executive Reporting: Regularly report on People Service Center performance, offering insights and recommendations to senior leadership. Use data and feedback to shape strategic decisions and drive continuous improvements.Employee Experience & Customer Service:Elevate the FlyMate Experience: Champion an exceptional employee experience by ensuring that FlyMates receive timely, accurate, and empathetic responses to their People-related inquiries. Act as an advocate for employees’ needs while balancing operational efficiency.Scalability & Globalization: Scale the People Service Center to meet the needs of a rapidly growing, global workforce. Ensure the service experience is tailored to different regions whileChange Management & Innovation:Lead Change Management Initiatives: Drive process transformation, implementing AI-driven technologies to refine workflows that optimize service delivery and enhance the employee experience. Leverage AI tools to streamline operations, improve decision-making, and create more efficient processes that align with business goals.Continuous Learning & Development: Foster a culture of learning within the People Service Center team, ensuring the team is equipped to handle evolving AI technologies, compliance changes, and business growth.People Systems Management & Optimization:Own the operational management of People Systems across all platforms, ensuring the systems are fully implemented, integrated, functioning efficiently, and aligned with business needs.Oversee the administration, configuration, and optimization of HRIS (Human Resource Information Systems) and other People-related platforms, ensuring they are scalable, secure, and user-friendly for all stakeholders.Ensure seamless integration of People Systems with other business-critical platforms (e.g., Payroll, Finance, IT) to support data flow and operational efficiency.Partner with IT, HR, and other business units to assess, implement, and manage new system functionalities and upgrades to enhance service delivery and user experience.Drive system and process automation initiatives, utilizing AI and technology to reduce manual intervention, enhance accuracy, and improve service responsiveness.Provide ongoing technical support and troubleshooting for People Systems, ensuring timely resolution of system-related issues.People Data & Reporting:Establish and maintain robust reporting frameworks across People Systems, focusing on key performance metrics such as case resolution times, service quality, system usage, and employee satisfaction.Utilize data insights to generate actionable recommendations for improving People Services and People System performance.Regularly review and provide reporting to senior leadership on People Service Center and People Systems performance, highlighting trends, areas for improvement, and opportunities to optimize workflows.