Systems in Sync: Driving Operational Excellence in HR Services

Client Overview

Our client is a trusted provider of comprehensive human resource services and consulting, serving companies across industries for over 30 years. Known for delivering strategic HR solutions at a fraction of the typical cost, the firm supports clients with everything from policy development and employee relations to recruitment, training, and compliance. Their flexible, high-touch model is tailored to client needs and includes conflict resolution, compensation design, morale-building initiatives, and more.

The Challenge / Mandate

As the company experienced rapid growth, the CEO recognized the need for a seasoned operations leader to help professionalize internal systems, enhance performance measurement, and ensure scalability. The Head of Operations would be responsible for streamlining processes, introducing data-driven decision-making tools, and optimizing the company’s ability to deliver services efficiently while preserving its high-touch approach.

The mandate included:

• Leading operational improvements and professionalizing core business functions
• Establishing KPIs and using metrics to drive performance
• Building scalable administrative and procedural systems to support a growing workforce
• Identifying opportunities to optimize systems and reduce costs
• Serving as a key partner to the CEO in strategic planning and execution

Search Strategy

The search focused on candidates with a proven ability to lead operations in dynamic, high-growth environments—especially in professional services or B2B settings. Key criteria included:

• Operational Expertise: Experience building systems and improving processes across multiple functions, with a focus on efficiency and scalability.
• Strategic Mindset & Execution: A leader who could think big but also roll up their sleeves to drive day-to-day results.
• Industry Background: Experience in HR services, insurance, employee benefits, or professional services was preferred.
• Leadership & Communication: Strong EQ and a collaborative approach to working with stakeholders at all levels.
• Private Equity Experience (Preferred): Familiarity with the performance rigor and pace typical of PE-backed businesses.
• Technical Proficiency: Background in ERP implementation, metrics development, and digital transformation was seen as a plus.

The Placement

The selected candidate brought 15+ years of leadership experience across four different industries, consistently exceeding performance goals through innovation, team development, and process excellence. She had led major operations initiatives in healthcare, HVAC distribution, and HR services—improving cost control, P&L management, staffing, and workflow optimization.

Notable accomplishments included:

• Leading the merger and ERP integration of a multi-location HVAC distributor, cutting processing time and freight costs while improving revenue forecasting.
• Overseeing 250+ team members in a physical therapy company, improving compliance, onboarding, and patient collection metrics.
• Managing 150+ locations for an independent medical review firm, driving cross-functional collaboration, acquisition strategy, and data-informed decision-making.

Her ability to create SOPs, coach and develop teams, and deliver measurable operational improvements made her a strong fit to help the client scale sustainably and strategically.

The Outcome

The new Head of Operations quickly assumed a leadership role in professionalizing the organization’s systems and infrastructure. She introduced new KPIs, standardized core processes, and laid the foundation for scalable growth. Working closely with the CEO, she also helped improve onboarding, compliance, and cost-efficiency across departments. Her contributions have already led to greater internal alignment, operational visibility, and client service consistency—positioning the company for continued success in a competitive market.