HR Shared Services Senior Lead

Key Responsibilities

• Lead, coach, and enable the delivery team to achieve high engagement, accountability, and consistent delivery of high‑quality HR services across processes.
• Provide overall direction and oversight for day‑to‑day operations, including workload planning and prioritisation, ensuring service requests and transactions are completed accurately and within agreed timelines.
• Take ownership of HR service delivery for HR processes, monitoring ticket volumes, resolution performance, and service levels, while maintaining strong standards of quality, responsiveness, and employee experience.
• Oversee the maintenance and quality of HR documentation and employee correspondence, ensuring adherence to approved templates, consistency in communication, and continuous improvement in content quality.
• Ensure HR processes are executed seamlessly, compliantly, and consistently across global operations, with appropriate controls and alignment to global standards.
• Maintain oversight of service request queues and case activity, ensuring effective triage, timely resolution, appropriate escalation, and strong closure discipline to support operational stability and efficiency.
• Drive service quality through regular review of accuracy, turnaround times, and performance metrics, with a clear focus on minimising rework and strengthening first‑time‑right outcomes.
• Identify process gaps and operational risks, recommending practical improvements and contributing to continuous improvement initiatives that enhance service efficiency and employee experience.
• Strengthen team capability and resilience through structured coaching, cross‑training, clear process documentation, and effective knowledge sharing.
• Use operational reports and dashboards to monitor service performance, identify trends, and support informed decision‑making and prioritisation within the Global Delivery team.
• Promote a positive and consistent employee experience by balancing efficiency, responsiveness, empathy, and service excellence across all HR interactions.
• Support global HR administration, service delivery, and change initiatives as required, ensuring alignment with organisational priorities and the global HR operating model.
• Build and maintain strong working relationships with global and regional stakeholders to drive alignment, manage expectations, and support effective and reliable HR service delivery.

Qualification & Requirements

• Bachelor’s degree in human resources, or related field. Master’s degree or relevant professional certification will be an added advantage.
• 12-14 years of related coordination or administration experience in an HR environment with minimum 5 years of people management experience.
• Extensive experience in HR operations and employee lifecycle administration within a shared services or global delivery environment, with a strong understanding of large‑scale, multi‑geography service models.
• Strong capability in leveraging HR systems and HRIS platforms (ideally Oracle), with proven oversight of employee data governance, data integrity, accuracy, and adherence to process discipline across global operations.
• In‑depth understanding of end‑to‑end employee lifecycle processes, HR administration workflows, and service delivery standards within complex, global or regional environments.
• Demonstrated senior‑level people leadership capability, including coaching and developing managers and teams, overseeing performance outcomes, and building a high‑engagement, accountable service culture.
• Proven ability to identify service delivery improvement opportunities and contribute to process simplification, standardisation, and the design of more efficient and scalable ways of working.
• Excellent written and verbal communication skills, with the ability to influence, align, and engage effectively with senior stakeholders, cross‑functional teams, and global audiences.
• Strong analytical mindset, with experience using operational reports, performance metrics, and dashboards to assess service health, identify trends, and support data‑driven decision‑making at a leadership level.
• Experience working with multiple shared locations such as India is preferred

Benefits

No information available.