Regeneron

HR Service Governance Leader

Regeneron

full-time

Posted on:

Location Type: Office

Location: Sleepy Hollow • New York • United States

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Senior

About the role

  • Own and maintain service governance, including decision rights ensuring clear purpose and defined business rules.
  • Lead SLA/OLA design and strategy, ensuring alignment with business expectations, risk controls, and operational capacity.
  • Maintain governance standards including catalog/routing/task design, risk controls, and the enterprise escalation matrix.
  • Establish and enforce frameworks that support scalable, predictable, and high‑quality service performance.
  • Partner with HR Tech and external vendors to ensure tools, workflows, and platforms enable governance and future scalability.
  • Lead the enterprise VOC and KPI governance framework, including dashboard standards and performance measurement.
  • Translate insights into service improvements that strengthen the HR4U service model.
  • Own the SLA/KPI reporting strategy, ensuring clear, accurate, and actionable performance storytelling.
  • Conduct root‑cause analysis and govern performance remediation plans to address systemic issues.
  • Oversee operational controls, compliance, and Tier 2 quality frameworks, including QA programs, scorecards, and training.
  • Lead the change and readiness strategy for HR4U service lifecycle enhancements.
  • Ensure enterprise-wide adoption of new standards, capabilities, and governance updates across HR and COEs.
  • Govern training and readiness programs, including Tier 2 COE training and role‑based enablement.
  • Manage the rollout and decommissioning of processes to maintain operational consistency and service integrity.
  • Oversee alignment to service standards, quality expectations, and compliance requirements across the HR ecosystem.

Requirements

  • minimum of a Bachelors degree in Human Resources, I/O Psychology, Labor & Employment Relations or other relevant field
  • 10+ years of progressive experience in a direct customer service position
Benefits
  • health and wellness programs (including medical, dental, vision, life, and disability insurance)
  • fitness centers
  • 401(k) company match
  • family support benefits
  • equity awards
  • annual bonuses
  • paid time off
  • paid leaves (e.g., military and parental leave)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SLA designOLA designgovernance standardsrisk controlsperformance measurementroot-cause analysisoperational controlscompliancequality frameworkstraining programs
Soft Skills
leadershipstrategic thinkingcommunicationcollaborationproblem-solvingchange managementanalytical skillsdecision-makingperformance storytellingservice improvement