Sr. Manager HR Shared Services

Key Responsibilities

• Lead the centralized HR service delivery function, ensuring timely and accurate execution of HR processes including onboarding coordination, employee data changes, policy inquiries, etc.
• Establish and maintain standard operating procedures (SOPs) and knowledge management (KMT), process documentation, and internal workflows to promote consistency, compliance, and operational efficiency.
• Develop and manage service level agreements (SLAs), key performance indicators (KPIs), and reporting dashboards to monitor performance, identify trends, and drive service excellence.
• Oversee the employee support function, ensuring high-quality resolution of inquiries related to HR policies, procedures, and administrative transactions.
• Partner with internal stakeholders to align service delivery with enterprise-wide HR programs.
• Drive process improvement initiatives to enhance service quality, reduce cycle times, and increase process automation and self-service adoption.
• Ensure compliance with all relevant federal, state, and local employment laws, regulations, and internal control standards.
• Act as the escalation point for complex employee issues, ensuring appropriate coordination with HRBPs, COE Leaders, Legal, and other stakeholders as needed.
• Maintain and continuously improve a centralized knowledge base (KMT) to support team effectiveness and employee self-service capabilities.
• Support organizational change efforts, M&A integration, and business growth by scaling service delivery capabilities and ensuring operational readiness.
• Coaches and develops a team of professionals to assist in their development and attainment of necessary skills to lift performance. Monitors staff performance and drives performance improvement initiatives and ensures that service levels meet or exceed agreed upon standards.

Qualification & Requirements

Qualifications

• Proven track record of managing high-volume HR service delivery in a complex organization.
• Strong knowledge of HR compliance, employment practices, and process execution.
• Experience implementing and managing case/ticket management systems and performance metrics in a service delivery environment.
• Demonstrated success in leading teams, improving processes, and delivering scalable HR operations.
• Strong leadership, team management, and coaching skills with a focus on operational excellence and customer service.
• Exceptional organizational and project management skills; able to manage competing priorities with attention to detail and quality.
• Effective communication and interpersonal skills; able to partner and influence across HR and business functions.
• Process-oriented with strong analytical skills and the ability to use data to drive decisions and improvements.
• Comfortable navigating change, ambiguity, and evolving organizational needs.

Minimum Requirements

• Minimum of 7–10 years of progressive HR experience, with at least 4 years in a shared services or centralized HR operations leadership role.

Benefits

Eligible employees can elect to participate in:

• Comprehensive medical benefits coverage, dental plans and vision coverage.
• Health care and dependent care spending accounts.
• Short- and long-term disability.
• Life insurance and accidental death & dismemberment insurance.
• Employee and Family Assistance Program (EAP).
• Employee discount programs.
• Retirement plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).