Vice President, HR Support Center & Operations

McKesson•Irving, TX

7d•Hybrid

About The Position

The Vice President, HR Support Center & Operations provides enterprise leadership for McKesson’s global HR support contact center and Workforce Administration operations. The role is accountable for the strategy, operating model, governance, service performance, talent, and transformation agenda across employee-facing HR support and high-volume workforce administration services. This leader combines exceptional people leadership with deep operational discipline. The Vice President leads through senior leaders and managers, creates a culture of ownership and care, and ensures employees and leaders receive accurate, timely, consistent, and customer-centered support across geographies. A central mandate is to define and deliver the future of HR operations. The Vice President establishes the automation, data, process, and technology foundation needed to simplify work, reduce manual effort, increase efficiency, strengthen controls, and scale consistent practices globally. The role partners closely with HR Technology and enterprise stakeholders to translate operational needs into a sequenced modernization roadmap. As a senior HR service-delivery leader, the Vice President advises HR and business executives on employee support trends, service demand, capacity, operational risk, workforce needs, process performance, and investment priorities. The role builds strong partnerships across Employee Care, HR Centers of Excellence, HR Business Partners, HR Technology, Payroll, Legal, Finance, and other enterprise functions.

Requirements

Typically, 15+ years of progressive experience in operations, contact centers, shared services, employee services, HR operations, business operations, or a related discipline.
Typically, 8+ years of senior leadership experience with accountability for leaders, large or complex teams, service delivery, planning, communication, and organizational performance.
Demonstrated experience leading operations and/or a contact center environment; experience with high-volume, multi-channel service delivery is required.
Proven success leading geographically distributed teams through managers and senior leaders in a large, matrixed organization.
Demonstrated ability to establish enterprise operating models, service standards, governance, performance measures, workforce plans, budgets, and resource strategies.
Experience defining and delivering complex transformation, automation, technology, or process-optimization initiatives with measurable business outcomes.
Strong understanding of operational risk, controls, privacy, data stewardship, compliance, and business continuity, with sound judgment about when to engage specialized experts.
Ability to use operational data, service insights, employee feedback, and cost-benefit analysis to shape priorities and improve organizational performance.
Executive-level communication, influence, and change-leadership skills.
Bachelor’s degree in a related field or equivalent experience.

Nice To Haves

Experience with contact-center platforms, case management, knowledge management, workforce management, digital self-service, workflow, analytics, automation, and AI-enabled service capabilities.
Experience managing outsourced services, vendor-supported operations, or strategic third-party relationships.
Lean, Six Sigma, process excellence, service management, or change-management experience.

Responsibilities

Establish and execute a multi-year global strategy for the HR Support Center and Workforce Administration organization, aligned with enterprise HR priorities and business objectives.
Design an integrated operating model that clarifies global, regional, and local responsibilities, decision rights, service boundaries, escalation paths, and accountability.
Set the vision for a scalable, employee-centered service organization that balances experience, quality, speed, risk, cost, and global consistency.
Translate enterprise HR strategy, workforce needs, and service insights into prioritized operating plans, capability investments, and measurable outcomes.
Advise senior HR and business leaders on service trends, operational risks, capacity, organizational capability, and investment needs.
Lead reliable, accurate, timely, and consistent delivery across the global HR support contact center and Workforce Administration teams.
Establish common service standards, operating rhythms, performance measures, quality practices, and escalation mechanisms across geographies.
Use demand, case, contact, transaction, quality, productivity, employee experience, and cost data to improve performance and guide decisions.
Strengthen workforce management, capacity planning, knowledge management, quality assurance, and leader routines to meet changing demand.
Reduce fragmentation, improve handoffs, resolve recurring service defects, and optimize the end-to-end employee and leader experience.
Balance enterprise consistency with legal, regulatory, language, workforce, and business requirements across supported markets.
Define and sponsor the technology and automation vision for HR operations, creating a durable foundation for future service delivery.
Build and maintain a sequenced transformation roadmap spanning process redesign, workflow automation, AI-enabled capabilities, knowledge, analytics, self-service, case management, and contact-center technologies.
Partner with HR Technology, Digital, Data, Security, and enterprise teams to convert operational opportunities into scalable solutions and disciplined implementation plans.
Identify high-value opportunities to eliminate unnecessary manual work, simplify complex processes, consolidate fragmented activity, and improve straight-through processing.
Establish appropriate governance, controls, testing, adoption measures, and benefits realization for automation and technology investments.
Create a continuous-improvement system that equips leaders and teams to identify root causes, test solutions, scale proven practices, and sustain results.
Establish portfolio-level governance, policies, controls, documentation standards, and performance expectations that support consistent execution and responsible risk management.
Maintain executive visibility into material service risks, control issues, recurring defects, employee impacts, and remediation plans.
Partner with Legal, Cyber Security, Payroll, HR Centers of Excellence, Audit, and other experts to identify and mitigate operational, regulatory, financial, data, and employee-experience risks.
Ensure sensitive or complex matters are routed to the appropriate experts and escalated for leadership decisions when required.
Drive clear ownership for process controls, issue resolution, business continuity, and operational resilience.
Lead, inspire, coach, and develop a geographically distributed organization through senior leaders, managers, and subject-matter experts.
Create an inclusive, high-performing culture grounded in care, accountability, collaboration, continuous learning, customer orientation, and operational excellence.
Build leadership capability, organizational depth, succession readiness, and critical skills for a more digital and automated operating environment.
Establish clear expectations and empower leaders to make decisions, remove barriers, and own outcomes.
Assess organizational structure, roles, skills, spans, capacity, location strategy, and resource deployment as business and technology needs evolve.
Lead teams through significant operating-model, process, and technology change with transparent communication and disciplined change leadership.
Translate complex operational themes, service insights, risks, and investment choices into clear, decision-ready recommendations for executives.
Influence enterprise priorities and solutions across a highly matrixed environment where direct authority may not exist.
Represent HR support and operations requirements in enterprise planning, technology, transformation, and governance forums.
Build productive partnerships with HR Centers of Excellence and HR Business Partners to improve policy-to-process translation and service readiness.
Lead cross-functional initiatives requiring alignment across multiple HR disciplines, geographies, and stakeholder groups.