Senior Manager, HR Tech Operations

Key Responsibilities

• Lead the India-based HR Technology Operations team supporting Labcorp’s HR platforms, including Workday and Cornerstone/Saba. Establish service standards, develop metrics (SLAs, scorecards), and drive continuous improvement.
• Manage the intake of ServiceNow cases, providing Tier 1 support and collaborating with the team on Tier 2/3 cases and tech projects.
• Assess, prioritize, and document incoming tech fixes/enhancements, gathering requirements for hand-off to technical SMEs.
• Balance ongoing work and incoming requests, resolving issues and routing escalations as needed.
• Identify opportunities for automation and process improvements, implementing solutions while considering system dependencies.
• Own HR Tech operations reporting and dashboards, driving continuous improvement through actionable insights and data-driven decision-making.
• Develop tools and resources to support the adoption of best practices across the HR Tech team.
• Establish and monitor KPIs/SLAs for solution support, tracking key metrics like project status, resource utilization, and system adoption.
• Communicate the HR Technology strategy through metrics and reporting, ensuring alignment with business goals and a positive employee experience.
• Establish training and documentation standards, providing coaching and feedback to teams, and addressing root causes of issues.
• Serve as the point of contact for regional escalations, troubleshooting complex queries, and mentoring the India team.
• Drive operational excellence by creating standards for quality assurance, knowledge management, and business continuity.
• Lead vendor release cycles, including test planning, UAT execution, and implementation support.
• Oversee Workday HR master data governance, integrity, and audit, collaborating with HR teams to enforce policies.
• Maximize ROI of Workday Success Plans and stay up to date with HR tech trends to improve user experience.
• Manage process documentation and ensure customer-facing content is up-to-date and relevant.
• Lead and mentor a team of 4-8 HR Tech operations professionals, fostering career development and expertise.
• Look for opportunities to centralize support activities, driving efficiency and expanding team capabilities.
• Foster a quality-focused, data-driven mindset, emphasizing process efficiency and automation.

Qualification & Requirements

Minimum Education and Experience Required

• BA/BS degree in Computer Science, Management of Information Systems, Business Administration, HR or related field or equivalent experience required.
• 7+ years of management (process and project management leadership experience) in a Human Resources / IT operations or shared services environment.
• Proven experience in growing and professionalizing teams, leading through change, and/or standing up functions.
• Experience in leading and sponsoring global or regional HR projects, collaborating with key internal partners and stakeholders with strong project management capabilities, including planning, execution, and monitoring within set timelines.
• Proficiency in data analysis and leveraging HR metrics and analytics tools.

Preferred Qualifications:

• Background in HR technology, particularly Workday, and experience with Workday HCM foundational data, business process and position management.
• Experience in implementing and/or supporting GenAI or Automation/Robotics processes.
• Agile methodologies / Sprint delivery.

Skills and Competencies:

• Strong ability to build trust, motivate teams, and drive change in ambiguous environments.
• Skilled in problem-solving, addressing process gaps, and improving data operations.
• Balance tactical and strategic leadership effectively.
• Excellent communication and collaboration skills across all levels and hierarchies.
• Proven leadership in rapidly changing environments with a focus on execution.
• Experienced in driving process improvements and leading operational changes.
• Strong in troubleshooting, researching, and implementing HR system solutions.
• Expertise in data-driven decision-making, master data management, and governance.
• Familiar with project management tools, agile methodologies, and change management.
• Proven track record in building and retaining high-performing teams.

Benefits

No information available.