HR Director (Associate Services & Corporate HR)

Join Our Team at MasterCorp, Inc.!

At MasterCorp, Inc., we provide exceptional service and innovative solutions in the hospitality industry. As a leader in our field, we believe in the power of teamwork, integrity, and a commitment to excellence. Our dynamic and inclusive workplace fosters growth, creativity, and the opportunity to make an impact. We are looking for passionate and driven individuals to join our team and help us continue to deliver outstanding results for our clients.

POSITION OVERVIEW:

The Director, Associate Services and Corporate Human Resources serves as the operational and strategic backbone of the company’s Human Resource function. This role leads the Associate Services organization, the centralized HR operations hub responsible for delivering consistent, compliant, and high-quality HR services to associates across the enterprise. In parallel, the role acts as a trusted HR business partner to senior leaders in corporate functions – such as HR, Finance, Legal, IT, and Business Development – ensuring people strategies are aligned with business priorities. This dual-impact position function blends operational excellence, strategic advisory, and enterprise leadership, ensuring the HR function is both a reliable service engine and a forward-looking partner to the business. This position will be on-site in our Orlando, FL office.

Our Values: Every associate must demonstrate our values of:

• Integrity – We never compromise on our word. We act with transparency – we are a trusted partner.
• Pride – We are proud of our people and they are proud to work for MasterCorp.
• Quality – We do things the right way and strive to continuously improve every day.
• Dependability – We keep our promises. We are accountable for our actions. We meet or beat our deadlines – you can count on us.
• Respect – We value and appreciate every member of our team. We treat each other as we wish to be treated ourselves.

COMPETENCIES REQUIRED

• Communicates Effectively – Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Develops Talent – Develops people to meet both their career goals and the organization’s goals.
• Financial Acumen – Interprets and applies understanding of key financial indicators to make better business decisions.
• Plans and Aligns – Plans and prioritizes work to meet commitments aligned with organizational goals.
• Organizational Savvy – Maneuvers comfortably through complex policy, process, and people-related organization dynamics.
• Customer Focus – Builds strong customer relationships and delivers customer-centric solutions.
• Drives Results – Consistently achieves results, even under tough circumstances.

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lead and oversee the Associate Services team with accountability for service delivery quality, timeliness, consistency, and associate experience.
• Drive continuous improvement in HR transactions, associate inquiries, HR shared services tools, and workflow design.
• Partner with VP HR Service Delivery on the evolution of the Associate Services model.
• Ensure policy interpretation, employment verification, recordkeeping, and HR operations meet compliance and service standards.

Corporate Human Resources Leadership

• Serve as the senior HR leader for corporate departments, including HR, Legal, Finance, IT, and Business Development as well as any assigned business-support teams.
• Provide guidance, coaching, and counsel to corporate leaders (DVPs, VPs, and department heads) on complex performance situations, talent development, and organizational issues.
• Oversee the execution of corporate HR programs such as performance management, annual reviews, talent calibration, and succession planning.
• Administer corporate HR policies and ensure they are consistently applied across corporate teams.
• Oversee complex and confidential associate relations issues, including EEO, harassment, and corporate investigations, partnering with Associate Relations and legal as needed.
• Facilitate corporate HR training programs, talent review cycles, HR communications, and leadership development initiatives.

Strategic Consulting & Collaboration

• Drive organizational HR initiatives in partnership with SVPs across corporate-supported business units.
• Act as a key connector between Associate Services, Corporate HR, and the HR Centers of Excellence (TA, L&D, Field HR partners).
• Collaborate with CHRO on corporate-wide HR strategy, culture initiatives, and organizational design updates.
• Ensure proactive communication to DVP, SVP, and CHRO regarding HR issues and recommended solutions.

Analytics, Compliance, & Process Governance

• Monitor associate service metrics, turnover trends, and HR operational KPIs; identify root causes and execute mitigation strategies.
• Ensure compliance with federal, state, local employment laws and corporate HR policies across all corporate functions.
• Maintain high standards for documentation, HR systems integrity, policy governance, and reporting accuracy.

Leadership & People Management

• Supervise Associate Services team members, corporate HR staff, and any assigned HR specialists or coordinators.
• Build capability across the HR team through training, mentorship, and coaching.
• Champion a culture of service excellence, collaboration, and accountability.
• Keep VP updated on HR issues within division/Business unit/corporate, in a proactive manner with a solution orientation.
• Manage the annual performance review process for the assigned support teams.
• Work collaboratively with HR associates in support of the overall HR strategy; oversees the execution and effectiveness of organizational goals.
• May supervise divisional trainers, site HR coordinators, and other HR staff in division/corporate.
• Maintain high-quality HR standards as it relates to HR metrics, implementation of policies and procedures.
• Ensure that all federal, state, local laws, agreements, and corporate HR-related compliance matters are proactively managed across the Division and Corporate functions
• Use technical HR knowledge in support of organizational learning for the managers, acts as a contact for the development and implementation of department goals and strategies.

EXPERIENCE AND EDUCATION

• Preferred education requirement is a master’s degree or equivalent combination of education and experience.
• SHRM/SPHR/PHR certification a plus.
• 3–5 years managing managers (not just individual contributors) and leading change initiatives
  • Experience with:
    • Performance management and difficult conversations
    • Developing successors and bench strength
    • Organizational design or team restructuring
    • Accountability for team outcomes, not just personal delivery
• Leading department‑level or multi‑team change, such as:
  • System or process implementations
  • Operating model or service delivery shifts
  • Policy, compliance, or governance changes
• Demonstrated ability to:
  • Communicate change to multiple audiences
  • Manage resistance and adoption
  • Sustain change after rollout
• Experience leading an HR shared service/compliance model.

OTHER QUALIFICATIONS

• Requires the ability to speak, read and comprehend instructions, short correspondence, and policy documents, as well as converse comfortably with associates.
• Critical thinking and excellent problem-solving skills is required.
• Flexibility and adaptability to manage multiple projects and manage remote direct reports, while maintaining focus on critical HR processes.
• Ability to work in a matrixed reporting relationship, balancing Associate Services and corporate priorities while upholding HR standards.
• A solid understanding of HR Shared Services metrics ex: Contact Volume, Service Level Agreements, Abandonment rate, Response time, etc.
• Requires the ability to lead and be a member of a team; ability to handle confidential matters with discretion.
• A high sense of integrity and personal ethics.

TRAVEL REQUIREMENTS

• Frequently – on average 50% of travel on a monthly basis

WORK ENVIRONMENT

• This job operates in a professional office environment routinely using standard office equipment such as computers, phones, copiers, faxes, and filing cabinets.
• This position works in an operations environment with odors and/or dust and cleaning and laundry chemicals.

Physical Requirements:

This position frequently requires standing, walking, pushing, pulling, moving, lifting (up to 25 lbs), bending, reaching, occasional ascending/descending, and repetitive motions. Employee must be able to perform the

essential functions of the position satisfactorily, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of their job.

Equal Opportunity Employer Statement:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Thank you for considering a career with MasterCorp, Inc. We look forward to reviewing your application.

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