Agentic AI
MARK THOMPSON
HR Shared Services/Operations Leader
North Carolina
Work Preference
Summary
Experienced HR leader specializing in global shared services, operational transformation, and strategic HR execution with over two decades of proven success. Adept at managing large-scale HR operations and implementing innovative solutions that boost service quality, reduce case volumes, and optimize workflows. Demonstrated ability to lead diverse teams, integrate HR platforms like Workday and ServiceNow, and deliver measurable improvements in SLA compliance and employee satisfaction. Dedicated to fostering a customer-focused culture and driving continuous improvement through data-driven strategies.
Overview
21
21
years of professional experience
Work History
Global Director of HR Operations
Ralliant
Raleigh, NC
02.2025 - 03.2026
- Led transformation of HR Shared Services supporting 7,000-8,000 employees across 41 countries through team of 25 HR professionals spanning Americas, EMEA, and APAC
- Built world-class, metrics-driven HR Operations organization from ground up in under 2 months following corporate spin, establishing tiered support models ‘Tier 0-3’ and service delivery frameworks using ServiceNow while ensuring seamless support for both corporate and 3,000 manufacturing employees
- Achieved 91-95% SLA compliance while processing 36,000 HR cases annually (3,000 monthly), maintaining 5.18/6.0 global CSAT score across newly formed post-spin organization
- Reduced case resolution time by 17.7 hours and decreased escalation volume by 57% through process optimization, tiered support implementation, and operational efficiency improvements
- Drove 60% reduction in case volume within 5 months through strategic process improvements, standardization initiatives, and proactive employee support interventions
- Developed COE Enablement Framework and 13 KPIs to standardize service delivery, measure performance, and ensure adequate preparation for program launches across global HR Operations
- Updated 25 HR workflows and created 445 knowledge management articles in ServiceNow, improving self-service capabilities and operational consistency across three regions
HR Executive Director
Panasonic North America
Newark, NJ
11.2022 - 05.2024
- Led Payroll Services and HR Operational Services teams supporting 25,000 employees across 9 business entities
- Managed Tier 1 inquiry handling and Tier 2 operational delivery of full HR lifecycle services including total rewards, onboarding, performance/succession management, employee relations, learning, leaves of absence, and separations (60,000 transactions annually)
- Drove business outcomes, compliance, and operational excellence while partnering with HR business partners and centers of expertise
- Optimized HR operational delivery, reducing case resolution times by 43% and increasing first-contact resolution rate from 65% to 93% within first 12 months
- Implemented new HR service delivery model and centralized HR Operations Center, consolidating 14 separate business unit operations into one unified shared services organization
- Led digital transformation initiative, automating and streamlining 67 HR processes through workflow tools and process automation
- Achieved 97% Workday payroll accuracy rate and 100% on-time payments for 2 consecutive fiscal years serving 14 business entities
- Designed HR Operations Scorecard with 15 key metrics to measure performance, productivity, and cost effectiveness, consistently exceeding targets
Regional HR Shared Services Manager
Cisco
Morrisville, NC
07.2019 - 11.2022
- Led virtual HR team across North America and LATAM providing regional support to 58,000 employees and leaders
- Managed third-party outsource provider delivering contact center tiered support and administering compensation/stock/payroll, performance management, staffing, and HR data changes
- Built intake website with API integrations to streamline service delivery
- Managed outsourcing vendor delivering core services including compensation/payroll administration, employee relations, performance/talent management, workforce administration, M&A, and philanthropy programs with average NPS score of 70
- Led and coached team of HR professionals including goal setting, performance management, and development
- Improved attrition from 80% to 15% during pandemic
- Focused on elevating customer experience and driving continuous improvement through process redesign
- Improved customer experience and reduced processing times by 50%, decreased data gaps by 25%
Global (HR) Shared Services - Operations Lead
Cisco
Morrisville, NC
03.2017 - 07.2019
- Responsible for collaborating with the technical aspects of HR Operations to enhance, automate, and digitize Cisco's global HR Support business.
- Provided communication with other internal/external support centers (Globally) for best practices, lessons learned, morale incentives and metrics overviews for strategic implementation.
- Centralized processes into single-source quality system, identifying and mitigating gaps in quality and processes across global support; improving quality by 15%.
- Identified gaps in knowledge base by collaborating with appropriate HR Support Senior Leadership, HR Business Partners, and Stakeholders for development of support documentation and operational governance.
- Provided customer service skill trending and analysis - monitors workloads, metrics, trends, and determines operational improvements.
- Implemented new NPS scoring system for Global HR contact center teams. Increased overall customer satisfaction and positive experience by 40% with the new system.
Team Lead - HR Operations
Cisco
Morrisville, NC
07.2011 - 03.2017
- Led team in executing operational strategies, enhancing productivity and efficiency across multiple projects.
- Developed training programs to mentor junior staff, improving skill levels and team performance.
- Implemented process improvements that streamlined workflows, reducing bottlenecks and increasing output quality.
- Coordinated cross-functional collaborations to align project goals with organizational objectives, ensuring cohesive execution.
- Oversaw daily operations, ensuring adherence to safety protocols and best practices within the workplace environment.
- Analyzed workflow data to identify trends and recommend actionable solutions for enhanced operational effectiveness.
- Coached team members in techniques necessary to complete job tasks.
HR Support Specialist
Cisco
Morrisville, NC
02.2008 - 07.2011
- Streamlined employee onboarding process, enhancing new hire experience and reducing time to productivity.
- Managed HRIS updates, ensuring accurate employee records and compliance with regulations.
- Developed training materials for staff development initiatives, promoting continuous learning and growth.
- Facilitated conflict resolution between employees, fostering a positive workplace environment.
- Handled sensitive personnel issues discreetly while ensuring adherence to legal requirements.
Payroll & Benefits Administrator
Fidelity Investments
Morrisville, NC
11.2004 - 02.2008
- Administered payroll processing for multiple employee groups, ensuring accuracy and compliance with regulations.
- Managed employee benefits enrollment and modifications, facilitating seamless transitions for staff.
- Streamlined payroll procedures by implementing new software solutions, enhancing efficiency and reducing errors.
- Collaborated with HR to resolve payroll discrepancies, providing timely support to employees and management.
Education
Bachelor of Arts - Sports Business Administration
University of Richmond
Skills
- HR Shared Services Leadership
- ServiceNow & Workday Implementation
- M&A Integration & Spin-Offs
- Operational Transformation
- Performance Metrics & Analytics
- Process Automation & Optimization
- Vendor Management & Negotiations
- Change Management
- Global Team Leadership
- Customer Service Training
- Career Coaching
- Data Transaction Support
Certification
- Agile Scrum Master, Simplilearn
- Diversity, Equity, and Inclusion in the Workplace, USF Corporate Training
- Zendesk Customer Service Professional Certificate, Zendesk
- Lean Six Sigma Yellow Belt (ICYB), Cisco
- Lean Six Sigma White Belt, Fidelity Investments
- SHRM SCP - Pending, SHRM
Accomplishments
- HR Transformation Leadership: Proven success building world-class HR service delivery models across 40 countries supporting 7,000-58,000 employees.
- Implementation Partnership/Consultation: Expert in post-merger integrations, operational transformation, and deploying ServiceNow/Workday platforms to achieve measurable improvements in service quality, efficiency, and employee experience.
- Data Driven Metric Excellence: Track record includes 60% case volume reduction, 43-57% faster resolution times, 91-97% SLA compliance, and $500K in cost savings through process automation and vendor optimization.
Interests
Operation Development
Leadership Development
Heir's Men Support Ministry
Career Coaching
Life Coaching
Industry Expertise
- HR Operations Management
- Project & Change Management
- Operational Transformation
- Strategic Planning & Execution
- Stakeholder Management
- Data-Driven Decision Making
- Process Optimization & Automation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
- SHRM Membership
Quote
Every day of our lives we are on the verge of making those changes that would make all the difference.
Mignon McLaughlin
Software
HRIS & Core HR Platforms Workday (HCM, Payroll, Recruiting, Performance Management) ServiceNow (HR Service Delivery, Knowledge Management, Case Management) Oracle HRMS (Human Capital Management) ADP Workforce Now (Payroll & Benefits Administration) BambooHR (HRIS for small-to-mid sized companies) Rippling (Modern HRIS - good for startups/fintech)
Learning & Development Degreed (Learning Experience Platform) LinkedIn Learning Udemy for Business Articulate 360 (Training Content Creation)
Analytics & Reporting Tableau (Data Visualization) Power BI (Business Intelligence) Excel (Advanced - Pivot Tables, VLOOKUP, Macros, Data Analysis) Google Sheets (Advanced Functions & Dashboards) Visier (People Analytics Platform)
AI & Automation Tools ChatGPT (AI-Assisted Content & Analysis) Claude AI (AI-Powered Research & Documentation) Microsoft Co-Pilot (AI Productivity Suite) Zapier (Workflow Automation) Make (Process Automation)
Document & Content Creation Canva (Design & Visual Content) Adobe Acrobat Pro (PDF Management) Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) Google Workspace (Docs, Sheets, Slides, Forms) Lucidchart (Process Mapping & Org Charts
Vendor Management & Procurement Coupa (Procurement & Expense Management) SAP Ariba (Vendor Management)
Languages
English
Native or Bilingual
Spanish
Elementary
Timeline
Global Director of HR Operations
Ralliant
02.2025 - 03.2026
HR Executive Director
Panasonic North America
11.2022 - 05.2024
Regional HR Shared Services Manager
Cisco
07.2019 - 11.2022
Global (HR) Shared Services - Operations Lead
Cisco
03.2017 - 07.2019
Team Lead - HR Operations
Cisco
07.2011 - 03.2017
HR Support Specialist
Cisco
02.2008 - 07.2011
Payroll & Benefits Administrator
Fidelity Investments
11.2004 - 02.2008
Bachelor of Arts - Sports Business Administration
University of Richmond