Supervisor, TA Operations (WD Support)

The Talent Acquisition (TA) Operations Supervisor sits within the broader Talent Operations team and is a frontline people leader responsible for overseeing the day-to-day execution of TA Workday support processes across the recruitment lifecycle. This role provides direct leadership, coaching, prioritization, workload management, and performance support while ensuring operational activities are delivered accurately, consistently, compliantly, and in alignment with established service expectations.

The role supports centralized, scalable, and highly repeatable talent solutions by coordinating service delivery, managing SLAs, resolving escalations, monitoring quality, supporting reporting and governance, and driving continuous improvement. Employees in this role are expected to exercise sound judgment, balance competing priorities, develop team capability, manage operational risks, support change and adoption activities, and reinforce a culture of service excellence, collaboration, accountability, and continuous improvement.

People Leadership & Team Development

• Manage day-to-day workload distribution, prioritization, scheduling, capacity planning to ensure service commitments and operational deliverables are met.

• Support employee onboarding, training, performance feedback, career development, and continuous learning to strengthen team capability and operational consistency.

• Foster a culture of accountability, collaboration, inclusion, partnership, service excellence, and continuous improvement in a global, matrix environment

Operational Service Delivery & Execution

• Oversee the execution of centralized, repeatable TA processes, transactions, ticket requests, and operational activities across assigned areas of responsibility.

• Ensure operational work is completed accurately, consistently, timely, and in accordance with firm policies, procedures, compliance expectations, and service standards.

• Research, resolve, and respond to complex operational questions, stakeholder concerns, and escalations using best practices, documentation, and appropriate judgment.

• Escalate high-risk, sensitive, or enterprise-impact issues appropriately while maintaining ownership through resolution.

• Identify operational risks, recurring service disruptions, and stakeholder pain points; recommend sustainable solutions to improve delivery and experience.

Process Improvement & Operational Excellence

• Identify opportunities to improve operational efficiency, effectiveness, accuracy, quality, scalability, compliance, and stakeholder experience.

• Collaborate with stakeholders to evaluate current processes, clarify requirements, and recommend practical enhancements.

• Support the development, implementation, testing, training, and administration of centralized, repeatable TA solutions across enterprise systems and integrated tools.

• Lead or participate in process reviews, quality audits, operational improvement initiatives, documentation updates, and implementation readiness activities.

• Develop and maintain process documentation, knowledge articles, job aids, templates, operating procedures, and training materials.

• Use a continuous improvement mindset to identify efficiencies, remove friction, and support scalable service delivery.

Stakeholder Partnership & Communication

• Build and maintain strong partnerships with Talent leaders, Centers of Excellence, technology teams, and other key stakeholders.

• Serve as a trusted point of contact for operational guidance, escalations, service updates, and stakeholder support.

• Foster a culture of customer service, collaboration, and partnership while effectively managing stakeholder expectations.

• Partner cross-functionally to support the successful delivery of Talent Operations programs, initiatives, and services.

Data, Reporting & Operational Governance

• Develop and deliver reporting, dashboards and operational insights that support business decision-making.

• Leverage data and trends to identify opportunities for process improvement, risk mitigation, resource planning, and service optimization.

• Ensure data integrity, reporting accuracy, and adherence to governance, quality assurance, and compliance standards.

• Support operational metrics, audits, and governance activities to drive accountability and continuous improvement.

Training, Knowledge Management & Coaching

• Lead onboarding, training, and knowledge-sharing efforts to ensure team readiness and consistent service delivery.

• Provide coaching and guidance to strengthen operational performance, stakeholder support, and process expertise.

• Reinforce operational standards, compliance requirements, and best practices across the team supporting a global, matrix organization.

• Support change management and adoption efforts for new processes, technologies, programs, and service delivery models.

Professional Judgment, Risk & Compliance

• Exercise sound judgment to manage priorities, resolve escalations, mitigate operational risks, and support effective service delivery.

• Ensure compliance with policies, data privacy requirements, internal controls, documentation standards, and quality expectations.

• Lead issue resolution, corrective actions, audits, and continuous improvement efforts to strengthen operational effectiveness.

• Serve as a role model for accountability, professionalism, collaboration, confidentiality, and service excellence.

Minimum Requirements

• Bachelor's degree in Human Resources, Business Administration, Learning and Development, Communications, or a related field, or an equivalent combination of education and a minimum of 6 years relevant experience.

• Minimum of 4 years of experience in HR (talent) operations, HR Shared Services, or related operational functions.

• Experience providing direct or indirect work direction, coaching, mentoring, onboarding support, training, or team leadership responsibilities.

• Experience managing operational processes, managing escalations, parallel priorities, SLAs, quality reviews, or process improvement initiatives in a high-volume, fast-paced, service-oriented environment.

• Experience supporting a SaaS-based Applicant Tracking System (ATS) or recruitment module, preferably Workday Recruiting

• Proficiency with Microsoft Office applications and experience using HR, talent, recruiting, learning, workflow, case management, reporting, compliance, or enterprise operational systems.

Preferred Requirements

• Experience with reporting, metrics, dashboards, service performance monitoring, quality audits, and operational governance.

• Experience supporting system changes, organizational readiness, stakeholder training, or service delivery enhancements.

• Experience working within a global, shared services, matrixed, centralized operations, or multi-time-zone environment.