Global HR Shared Services Senior Manager

Key Responsibilities

• Act as a key operational leader driving performance and consistency across the HRSSC hubs in Delhi, Costa Rica, and Lisbon, ensuring delivery excellence in alignment with global priorities and stakeholder expectations.
• Set expectations with business stakeholders, including regional HR teams and local office HR, enabling a seamless and collaborative service model.
• Develop, maintain, and enhance frameworks for measuring HRSSC performance—covering SLAs, KPIs, and operational metrics that demonstrate service value and accountability.
• Monitor performance trends, analyze root causes, and provide data-driven insights to drive decisions and continuous improvement.
• Maintain the HRSSC Service Catalogue and Performance Metrics Framework, ensuring alignment of new services and transitions with established operating standards.
• Collaborate with cross-functional teams to define, refine, and embed quality standards and process controls that promote service consistency and efficiency.
• Identify and lead initiatives to optimize operations and drive productivity improvements, ensuring processes are scalable and compliant.
• Contribute to strategic planning, operational reviews, and roadmap execution in coordination with key stakeholders.
• Foster strong working relationships with global HRSSC teams and internal stakeholders to ensure responsiveness, transparency, and proactive issue resolution.
• Support the implementation and enhancement of the HRSSC Governance Framework, ensuring standardization, risk mitigation, and audit-readiness across locations.
• Coordinate stakeholder engagement, manage communication channels, and implement effective feedback mechanisms to inform service design and evolution.
• Ensure business continuity planning and governance practices are embedded in day-to-day operations and service delivery models.
• Identify and execute opportunities for service expansion based on stakeholder feedback and organizational growth needs.
• Lead operational aspects of service migrations, ensuring readiness, execution, and change communication are delivered with minimal disruption.

Qualification & Requirements

• Bachelor’s or Master’s degree in HR, Business Administration, or related field.
• 9+ years of experience in HR operations or shared services, with at least 4–5 years in a leadership role.
• Proven expertise in performance management, quality assurance, and service delivery models.
• Deep familiarity with HR systems, particularly Workday and ServiceNow.
• Experience working across geographies and cultures in a matrixed global organization.
• Strong analytical, communication, and stakeholder management skills.
• Exposure to Lean, Six Sigma, or other continuous improvement methodologies is a plus.

Benefits

A Snapshot of Global BCG Employee Benefits   Every day, BCGers give their all, unlocking the potential of those who advance the world. It’s important, impactful work – and it’s only possible because of our hardworking people. That’s why our people are our top priority. Helping to make our employees feel genuinely valued, we support each BCGer with a comprehensive employee benefits package, including:

• Physical and Mental Wellbeing
• Compensation and Retirement Benefits
• Balance and Sustainable Working Norms
• Career Growth and Community Support