Human Resources Shared Services Manager

Job Overview: We are seeking an experienced and dynamic Human Resources Shared Services (HRSS) Manager to lead and oversee the HR Shared Services team. In this role, you will be responsible for managing the day to day operations of the HR Shared Services function, ensuring high quality service delivery across HR processes, and driving continuous improvement in efficiency and employee satisfaction. You will work closely with HR leadership and other business units to ensure the alignment of HR services with organizational goals.

The ideal candidate will have a proven track record of managing HR operations, a deep understanding of HR service delivery models, and the ability to lead a team in a fast paced, evolving environment.

Key Responsibilities:

Leadership & Team Management:

Lead, manage, and mentor a team of HR Shared Services professionals, including HR Help Desk, HRIS, reporting analysts, and other support staff.

Foster a positive, customer centric team culture focused on collaboration, continuous learning, and high performance.

Develop and implement performance goals for HRSS staff, ensuring accountability, growth, and development.

Conduct regular performance reviews, provide coaching, feedback, and ensure team members are well equipped to meet organizational needs.

Service Delivery & Operational Excellence:

Oversee the delivery of HR services, including employee inquiries, HRIS management, benefits administration, payroll support, onboarding, and other Related processes.

Ensure consistent, high quality service delivery in line with service level agreements (SLAs) and key performance indicators (KPIs).

Monitor and optimize day to day operations to improve efficiency, reduce errors, and enhance customer satisfaction.

Act as the escalation point for complex HR issues, ensuring timely resolution and effective communication with employees and business leaders.

Process Improvement & Innovation:

Continuously assess and improve HRSS processes and workflows to enhance service delivery and meet the evolving needs of the organization.

Lead cross functional projects aimed at streamlining HR operations, implementing new technologies, or improving the overall HR service model.

Leverage data and analytics to identify trends, uncover opportunities for improvement, and ensure data driven decision making.

Introduce automation and self service solutions to improve operational efficiency and reduce manual effort.

Compliance & Risk Management:

Ensure that all HRSS activities comply with internal policies, legal, regulatory, and industry standards, including data privacy and security regulations.

Stay updated on relevant HR laws and regulations, ensuring HRSS processes and activities adhere to compliance requirements.

Develop and enforce guidelines for maintaining confidentiality, safeguarding sensitive employee data, and ensuring compliance in HRSS operations.

Collaboration & Stakeholder Management:

Partner with HR leadership, business units, and IT teams to ensure HRSS services align with organizational objectives and support business needs.

Act as the liaison between HR and other departments to ensure seamless communication and collaboration on HR projects and initiatives.

Communicate effectively with senior leadership regarding HRSS performance, challenges, and opportunities for improvement.

Budget & Resource Management:

Manage the HR Shared Services budget, ensuring cost effective utilization of resources and identifying opportunities for savings or efficiency.

Allocate resources effectively across HRSS functions, ensuring that workloads are balanced and capacity is optimized.

Technology & Systems Management:

Oversee the use and optimization of HR technologies and platforms (e.g., HRIS, ticketing systems, HR software) to improve HR operations and service delivery.

Ensure the integration and maintenance of HR systems to support streamlined processes and enhanced reporting capabilities.

Partner with IT to implement system upgrades, enhancements, or new technology solutions that support HRSS functions.

Required Qualifications:

Bachelor's degree in Human Resources, Business Administration, or a related field.

10+ years of experience in HR operations, HR Shared Services, or HR management, with at least 2 years in a leadership or management role.

Proven track record of managing HR service delivery and leading HR teams in a fast paced, service oriented environment.

Strong knowledge of HR processes, policies, and HR technologies (e.g., HRIS, payroll systems, benefits administration).

Experience in managing budgets, resources, and ensuring the efficient operation of HR services.

Excellent leadership, coaching, and mentoring skills, with the ability to motivate and develop a high performing team.

Strong analytical skills, with experience in data analysis and reporting to drive decision making and process improvements.

Excellent communication and interpersonal skills, with the ability to build relationships with employees, leadership, and cross functional teams.

Preferred Qualifications:

Master's degree in Human Resources, Business Administration, or a related field.

HR certification (e.g., SHRMSCP, SPHR, or similar) is highly preferred.

Experience with change management or process improvement methodologies (e.g., Six Sigma, Lean).

Familiarity with HR software platforms (e.g., Workday, SAP SuccessFactors, ServiceNow) and HRIS systems. Experience with project management and implementing HR technology solutions

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• Key Competencies:

Leadership & Team Management:

Ability to lead and motivate a diverse HR team, foster professional development, and drive performance.

Customer Centric: Commitment to providing high quality service to employees and business units, ensuring a positive HR experience.

Analytical & Problem Solving: Strong ability to analyze data, identify trends, and drive decisions that improve HR service delivery.

Change Management: Ability to manage and implement changes in HR operations, systems, or processes while minimizing disruption.

Strategic Thinking: Ability to align HR Shared Services strategies with broader organizational goals, driving value for the business.

Communication & Stakeholder Management: Strong communication skills and the ability to manage relationships with key stakeholders, both within HR and across the organization.