Director of Human Resources Operations and Employee Services

Bankwell Financial Group•New Canaan, CT

About The Position

The Director of Human Resources Operations and Employee Services is responsible for building an operationally excellent, responsive, and trusted HR organization. The role strengthens HR’s operational foundation by improving processes, clarifying ownership, enhancing manager support, and providing high-quality employee services. The Director ensures HR operations are consistent, efficient, compliant, and accountable while preparing the department for future organizational growth. The immediate focus is on dependable HR operations and service delivery rather than establishing a sophisticated talent management or organizational development function. The Director oversees HR operations and employee services, including recruitment, onboarding, benefits administration, employee records, HRIS administration, leave administration, policy administration, employee inquiries, and employment documentation. The role advises managers on practical HR matters, leads continuous process improvement, maintains compliance and risk controls, develops the HR team, and provides executives with reliable operational information. During the first 12 months, the Director will review the value and ownership of HR administrative work, clarify ownership of recurring processes, simplify or remove outdated activities, standardize core procedures, strengthen recruiting and onboarding, improve service levels, implement operational metrics, and develop an annual HR improvement plan. The Director will also partner with leadership on organizational change associated with the bank’s core conversion and establish HR as a dependable operational partner. Success is measured by simple, reliable HR processes; timely, respectful, and consistent service; trusted manager partnership; streamlined administrative work; clear ownership and accountability; and readiness to support the bank’s future growth. The position is exempt. Employees are responsible for complying with banking regulations applicable to Bankwell, including BSA, consumer protection regulations, and OFAC sanctions, and completing required compliance training.

Requirements

Demonstrated success improving HR operations and service delivery.
Strong process improvement and organizational skills.
Experience leading HR operations within a regulated environment; banking or financial services experience is preferred.
Knowledge of employment law, compliance, benefits, payroll, and HR systems.
Ability to simplify complex processes and improve operational efficiency.
Excellent judgment, communication, and relationship-building skills.
Practical, service-oriented leadership style with a strong customer focus.
Demonstrated operational discipline, process orientation, and a continuous improvement mindset.
Sound judgment, accountability, collaborative leadership, and calm, practical problem-solving skills.
Ability to build trust across all levels of an organization.
Commitment to treating employees with dignity, consistency, and respect.

Nice To Haves

Experience leading HR operations in banking or financial services.

Responsibilities

Evaluate and improve HR operational processes, including reviewing administrative work for value, ownership, efficiency, and necessity.
Eliminate unnecessary administrative and compliance work and simplify essential processes.
Standardize HR procedures and documentation, and ensure each process has a clearly identified owner.
Redesign workflows and use appropriate technology to improve efficiency.
Develop service standards and performance measures for HR operations.
Oversee recruitment, employee onboarding, benefits administration, employee records, HRIS administration, leave administration, policy administration, employee inquiries, and employment documentation.
Ensure HR services are responsive, consistent, professional, accessible, and respectful.
Advise managers on hiring, employee relations, performance management, corrective action, policy interpretation, promotions, terminations, and workplace concerns.
Help managers resolve issues early while ensuring consistency and fairness.
Lead ongoing operational improvement initiatives and promote a culture of continuous improvement.
Maintain regulatory and employment law compliance, accurate personnel records, policy governance, audit readiness, and document retention standards.
Build and lead a high-performing HR team by establishing expectations, defining responsibilities, developing staff capabilities, improving accountability, and promoting customer service and continuous learning.
Provide executives with reliable information about HR service levels, workforce metrics, recruiting progress, compliance status, process improvements, and organizational readiness.
Recommend practical operational improvements that strengthen the organization.
Complete an HR Administrative Value and Ownership Review and clarify ownership of recurring HR processes.
Strengthen recruiting and onboarding operations, implement operational metrics, and develop an annual HR operational improvement plan.
Partner with leadership to support organizational change associated with the bank’s core conversion.
Comply with banking regulations applicable to the role, complete required compliance training, and follow applicable policies and procedures.