Sr. Manager, HR Shared Services

Key Responsibilities

Strategic Leadership & Oversight

• Provide strategic direction and leadership for HR Shared Services Center operations.
• Design, implement, and monitor global HR support service delivery models to align with the HR Shared Service Delivery governance model, business needs and improve employee experience.
• Ensure cross-functional collaboration with HR Business Partners, Centers of Excellence (COEs), and regional HR leaders.

Operational Excellence & Process Improvement

• Develop and maintain consistent measurable service standards, KPIs, and SLAs across global service center location/s.
• Optimize workflows for efficiency and drive continuous improvement and automation of HR operations using technology and process innovation.
• Lead initiatives to reduce manual work, streamline workflows, and enhance system integration across HRIS, ADP, Time keeping systems and ATS platforms.

People & Performance Management

• Directly manage a team/s of HR Service Center and provide coaching, mentorship, and career development opportunities.
• Establish clear goals and monitor performance to ensure service excellence and compliance with global standards.
• Promote a high-performance, employee-first culture grounded in trust, collaboration, and accountability.

Governance, Compliance & Risk Management

• Ensure adherence to global labor laws, data privacy, and payroll support regulations in all regions.
• Implement governance frameworks for documentation, knowledge management, and quality control.
• Serve as the final escalation point for operational and service delivery issues.
• Collaborate with the HR COE Leadership to create change management strategies to support Business Adoption

Cross-Functional Collaboration

• Work closely with Talent Acquisition, HRIS, Payroll, and IT teams to deliver integrated solutions and smooth employee and candidate experiences.
• Partner with Finance and Legal for audit, compliance, and regulatory matters.
• Engage with senior stakeholders and executive leadership to report on performance, challenges, and opportunities.
• Collaborate with HR COE Leadership in designing communication plans, including training and knowledge sharing workshops.

Global Support & Time Zone Coordination

• Ensure 24/7 regional support coverage through team planning and flexible availability.
• Foster seamless handoffs and communications between regions operating in different time zones.
• Participate in key meetings and decision making for any project milestones.

Qualification & Requirements

Education & Experience

• Bachelor’s degree in human resources, Business Administration, or a related field.
• Significant experience in HR operations or shared services in a multinational environment, at a senior management or director level.
• Extensive experience leading global HR service delivery, payroll operations, and talent acquisition support functions.
• Proven ability to lead through change, drive operational efficiencies, and scale services in high-growth environments.
• Strong understanding of HRIS systems (e.g., Oracle), ADP, ATS, and ticketing tools
• Experience managing remote, multicultural teams across multiple geographies.
• Hands-on experience with HR service desk/ticketing system implementation and management.

Skills

• Strong analytical and problem-solving skills with a data-driven approach to decision-making.
• Exceptional communication, presentation, and stakeholder management skills.
• Demonstrated success in leading global process improvement and transformation initiatives.
• Experience in change management, compliance, and audit readiness.
• Flexible and available to support operations across multiple time zones.

Benefits

• Health Insurance
• Vacation Policy
• Retirement Benefits
• Other Perks and Benefits…