Role Overview
As a VP Manager in HR Quality Controls, you will lead the HR Quality Assurance Team, setting the quality strategy, operating, and performance standards across global Employee Help and Employee Relations processes supporting 265,000+ employees. You will drive a strong controls culture, deliver measurable improvements in quality outcomes, and partner with HR operations and control functions to reduce operational risk and improve employee experience.
Job Responsibilities
- Manage and develop a team of QA analysts, including hiring, onboarding, goal-setting, coaching, and performance reviews.
- Establish capacity planning, coverage models, and workload balancing to meet monthly/quarterly QA targets.
- Create succession and cross-training plans to ensure resilience and continuity across time zones and peak periods.
- Lead calibration sessions with internal teams and stakeholders to ensure consistent scoring and interpretation of policy.
- Maintain and evolve SOPs/playbooks and ensure adherence to strict guidelines for investigation and documentation.
- Ensure alignment with firmwide control programs and reporting requirements.
- Act as a senior point of contact for HR operations leaders, Employee Relations partners, and control stakeholders on quality performance and trends.
- Influence process owners to adopt systemic fixes; negotiate priorities and timelines across multiple teams.
- Provide executive-ready reporting and synthesize trends into actionable recommendations.
- Own dashboards/KPIs (e.g., defect rate, repeat errors, aging, rework, SLA impact, training effectiveness, risk themes).
- Identify opportunities for automation/standardization in QA workflows and reporting (where appropriate)
Required qualifications, capabilities, and skills:
- 5+ years of experience in quality assurance, controls, audit, operational risk, or HR operations (or equivalent).
- 2+ years of people management experience (direct leadership of analysts/reviewers; coaching and performance management).
- Demonstrated experience operating in a highly regulated, process-driven environment with strong documentation discipline.
- Bachelor’s degree required
- Proven ability to set strategy and execute through others—driving outcomes across a distributed team.
- Strong judgment with ability to make and defend decisions using policy, data, and risk-based reasoning.
- Advanced stakeholder management: ability to influence without authority, handle escalations, and drive adoption of best practices.
- Strong written communication: ability to produce clear, audit-ready documentation and concise leadership updates.
- Strong organizational leadership: creates structure, prioritization, and disciplined follow-through across competing demands.
- Comfort with global coverage and flexible scheduling to meet business needs across regions.
Preferred qualifications, capabilities, and skills:
- Advanced degree or relevant certifications a plus.