Global HR Shared Services Director

Key Responsibilities

• Design and manage governance frameworks that ensure service continuity, risk mitigation, and consistent service quality across hubs.
• Lead the creation and management of performance dashboards, review cycles, and escalation protocols.
• Oversee the implementation of global business continuity plans and operational resiliency strategies.
• Build and manage end-to-end performance frameworks including SLAs, KPIs, and service metrics across all HRSSC hubs.
• Establish and embed quality standards across teams, ensuring consistent delivery outcomes and operational visibility.
• Track progress against business plans, identify root causes of issues, and manage corrective actions proactively.
• Champion innovation, process automation, and the cross-pollination of best practices across regions.
• Lead periodic process documentation, process audits, and transformation initiatives to drive continuous service optimization.
• Identify and act on opportunities to streamline workflows and improve stakeholder experience.
• Collaborate with global and regional HR teams to align on service expectations and improvement opportunities.
• Use feedback loops and performance data to drive service evolution and improve satisfaction.
• Maintain and evolve the HRSSC service catalogue in line with BCG’s priorities and global needs.
• Lead and mentor a high-performing, globally distributed team that promotes a unified and collaborative culture.
• Enable knowledge sharing, development, and cross-functional collaboration across regions and service lines.
• Foster a culture of excellence, accountability, and continuous learning.

Qualification & Requirements

What You’ll Bring

• Bachelor’s or Master’s degree in Human Resources, Business Administration, or a related field.
• 12+ years of relevant experience in HR operations, shared services, process governance, or service delivery.
• Demonstrated leadership experience in managing global teams, delivering cross-functional initiatives, and driving change at scale.
• Deep understanding of shared services models, performance metrics, governance, and stakeholder alignment.
• Strong communication, influencing, and analytical skills.
• Experience with HR systems (e.g., ServiceNow, Workday) and process improvement methodologies.

Additional info

You’re Good At

• Leadership, decision making, stepping up and taking tough decisions when required
• Building working relationships and quickly gaining trust with key stakeholders
• Acting as a thought partner and trusted advisor to leaders and colleagues alike
• Navigating a complex organization and finding ways to drive your ideas forward and make things happen

Benefits

We invest in every BCGer with the BCG employee benefits package, crafted to support financial, physical, and mental health, and work-life harmony.