Human Resources Shared Services Manager

Key Responsibilities

HR Transactions and Data Management:

• Oversee the processing of HR transactions in SAP-Payroll, SAP-SuccessFactors, and Dayforce.
• Ensure timely execution of transactions in compliance with company policies and legal regulations.
• Ensure data integrity through accurate and consistent data entry, regular audits, and reconciliation activities.
• Collaborate with HRIS, HR COEs, and HR business partners to resolve transactional issues and ensure seamless service delivery.
• Maintain confidentiality and security of employee data in accordance with data protection regulations.

Team Leadership, Development And Collaboration

• Lead, mentor, and develop a team of HR shared services analysts, fostering a collaborative and high-performance culture.
• Provide overall prioritization of work assignments and manage team resources, including staff schedules, quality of service monitoring, and responding to escalations.
• Collaborate with cross-functional teams (e.g., Payroll, IT, Legal) to streamline processes and ensure cohesive HR service delivery.
• Collaborate with the HR COEs and HR business partners to identify work to transition into the HR Shared Services Center.
• Create and maintain knowledge base articles such as process workflows, standard operating procedures (SOP), job aids, and employee lifecycle process content.
• Work with HRIS and the HR COEs, to understand upcoming program/process changes and train HR Shared Services teams accordingly.

Service Quality And Metrics

• Maintain a strong focus on customer (employee) satisfaction by ensuring that issues are resolved promptly. Analyze feedback to identify opportunities for improving the employee experience and implement necessary actions.
• Establish and monitor key performance metrics in ServiceNow related to team performance and recommend actions to enhance the employee experience.

Qualification & Requirements

Required Skills & Qualifications

• Bachelor’s degree or equivalent in business, human resources management, or relevant field of study.
• Five years of experience managing HR Service Delivery functions.
• Comprehensive knowledge of HR systems and technologies, particularly in Contact Center Telephony, Service Center Case Management, and Knowledge Management.
• Experienced in developing service level agreements (SLAs), key performance indicators (KPIs), and insightful service center analytics.
• Solid understanding of HR Service Center tiers, roles, and responsibilities.
• Proven ability to prioritize workloads and balance diverse tasks while effectively managing pressure and demands from multiple customers and competing priorities.
• Demonstrated skill in building strong partnerships with individuals at all levels within the organization.
• Ability to communicate, coach, and influence both internal and external stakeholders.
• Strong follow-through skills and ability to resolve issues promptly.

Preferred Qualifications

• Experience with SuccessFactors and ServiceNow HR Service Delivery
• Experience in process optimization and continuous improvement
• PHR, SPHR, or SHRM Certification

Benefits

• Insurance, Health & Wellness
• Financial & Retirement
• Family & Parenting
• Vacation & Time Off
• Other Perks and Benefits…