Senior Manager, HR Services – My Kyndryl Case

Key Responsibilities

• Manage and resolve employee HR cases (including payroll, benefits, leave, policy clarification, etc.) using a case management tool (ServiceNow or similar).
• Track, prioritize, and resolve tickets within defined SLAs while providing regular status updates to employees.
• Identify case patterns and recommend improvements to reduce volume and improve service experience.
• Serve as a second-line support expert, escalating only where needed and ensuring full resolution tracking.
• Analyse data from service dashboards to monitor efficiency, resolution rates, and quality metrics.
• Partner cross-functionally with HR Business Partners, COEs, Payroll, and Compliance to deliver seamless service.
• Contribute to knowledgebase articles and FAQs to enable self-service for recurring queries.
• Support change management initiatives across HR, including system rollouts or service enhancements.
• Mentor junior team members and champion a continuous improvement mindset.

Qualification & Requirements

Who You Are

You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others.

Required Technical and Professional Experience:

• 3+ years of experience in HR shared services or HR case management, preferably in a multinational setting.
• Proven experience with a case management system like ServiceNow, Zendesk, or Workday Help.
• Understanding of HR operations including policies, leaves, payroll, benefits, or compliance.
• Proven ability to manage sensitive or complex cases with discretion, empathy, and precision.
• Data literacy – comfortable analysing trends, identifying root causes, and creating service improvement plans.
• Fluent in English; additional language(s) is a plus.

Preferred Technical and Professional Experience:

• Bachelor’s degree in HR, Business, or a related field
• Experience in HR service transformation or process improvement initiatives.
• Strong Excel/Power BI skills or exposure to reporting dashboards

Benefits

• Private health card
• Life insurance package
• Multisport Card
• Discounts for Kyndryl employees
• A wide range of benefit options for parents and children
• Sports activities and team events
• Free language courses & many personal development possibilities
• Employee referral program
• Mindfulness and Yoga Classes