Head of HR Shared Services

Key Responsibilities

Service Delivery & Operational Excellence

• Lead end-to-end HR Shared Services delivery across the employee lifecycle (Hire-to-Retire)
• Ensure achievement of SLAs, KPIs, employee experience, and service quality targets
• Oversee core HR operational services including employee administration, onboarding, offboarding, HR case management, payroll coordination, benefits administration, and employee data management
• Act as escalation point for operational and employee service matters, ensuring sustainable resolution
• Drive standardization, simplification, and service excellence across HR processes

Governance, Risk & Compliance

• Establish and maintain governance frameworks across HR service operations
• Ensure compliance with labor legislation, internal policies, GDPR, and HR controls
• Partner with Legal, Payroll, Compliance, and HR stakeholders to manage operational risk
• Safeguard employee data accuracy, confidentiality, and process integrity

Transformation & Continuous Improvement

• Drive HR transformation initiatives through process harmonization, automation, and digitalization
• Lead continuous improvement initiatives leveraging Lean methodologies, self-service capabilities, workflow automation, and HR technologies
• Support service transitions, migrations, and expansion of HR services within the GBS model
• Collaborate with HRIS, IT, and Global Process Owners to improve systems and operating models
• Promote a data-driven culture focused on service performance and user experience

Stakeholder Management

• Build strong relationships with senior HR and business stakeholders globally
• Partner with HR Business Partners and Centers of Excellence to align service delivery with business needs
• Provide visibility on operational performance, risks, employee trends, and improvement opportunities
• Act as a trusted advisor on HR service strategy and employee experience

Performance & Cost Management

• Manage HR operations performance and service delivery budgets
• Monitor productivity, operational efficiency, and value creation
• Identify opportunities for optimization and scalability
• Support business cases for transformation initiatives and service evolution

Leadership & Talent Development

• Lead and develop a high-performing HR Shared Services team
• Build organizational capability through coaching, succession planning, and talent development
• Drive engagement and foster a culture of accountability, collaboration, and continuous improvement
• Lead teams through change and transformation in a global environment

Qualification & Requirements

• 7-10+ years of experience in HR Operations, HR Shared Services, Global Business Services, or HR leadership roles
• Strong expertise across employee lifecycle processes and HR service delivery models
• Proven leadership experience managing HR operations in international and matrix organizations
• Demonstrated success in HR transformation, process optimization, and service transitions
• Strong knowledge of employment legislation, HR governance, compliance, and data privacy principles
• Experience with HR technologies and HRIS platforms (e.g., Workday, SuccessFactors, ServiceNow)
• Strong stakeholder management and influencing capability
• Data-driven mindset with customer-centric orientation
• Experience leading change and continuous improvement initiatives
• Strong people leadership and coaching capability
• Degree in Human Resources, Business Administration, Management, Psychology, or related field
• Fluent in English

Benefits

• Opportunity to shape and lead a growing HR Shared Services function
• International and multicultural environment
• Strategic exposure within a global organization
• Career development opportunities
• Competitive compensation and benefits package
• Hybrid working model