Sr. Manager-HR Service Management

Inviting applications for the role of Senior Manager, HR Service Management

This role is pivotal in enhancing HR service delivery by leveraging HR knowledge articles, managing content, and reporting to optimize workforce performance. The ideal candidate will possess a robust background in HR service management, operational support, and fostering collaboration across HR and business functions.

Responsibilities

Leadership & Team Management

Lead a cross-functional delivery team of 20-40 staff, including Analyst, senior analysts, and leads.

Provide structured coaching, mentoring, and performance feedback through regular 1 : 1s, team huddles, and development plans.

Manage staffing plans, shift rosters, and training needs to ensure full coverage across multiple time zones.

Own the onboarding and integration of new team members, ensuring readiness to meet client-specific standards.

Drive employee engagement by fostering a high-trust, inclusive, and performance-oriented work environment.

Lead business continuity planning for seasonal volume spikes and expansion into new hiring geographies or functions.

Strategic Oversight and Operations Management :

Define and implement knowledge management strategies aligned with organizational goals.

Drive initiatives to enhance process accuracy, compliance, and efficiency.

Manage the HR service management function for a global workforce, ensuring timely and accurate processing.

Oversee escalations and provide resolutions for complex process issues.

Stakeholder Engagement :

Collaborate with HR, Finance, and external vendors to streamline service management operations.

Engage with senior leadership to align service management strategies with business objectives.

Conduct strategic review sessions, governance calls, and quarterly business reviews (QBRs) to drive alignment and performance.

Partner with client-side process owners to co-create strategy for continuous process improvement and employee experience design.

Compliance and Innovation :

Ensure compliance with global and local regulations.

Drive adoption of new technologies and automation to enhance service management processes in alignment with ALDI

Ensure delivery compliance with GDPR, EEO, diversity mandates, and geography related regulations.

Lead periodic internal reviews, documentation audits, and risk assessments for service management processes.

Reporting & Process Excellence

Drive lean process design, automation, and digitization across service management and workflows.

Implement standard operating procedures (SOPs), quality assurance frameworks, and continuous improvement charters.

Partner with tech teams and platform owners to streamline system usage, reduce manual tasks, and improve turnaround.

Benchmark performance and process maturity with global best practices and identify innovation opportunities.

Qualifications we seek in you!

Minimum Qualifications

Bachelor's degree in HR, Operations, Management, or a related field (MBA preferred).

Proven experience in Service Management or a related role, with a strong background in leadership.

Expertise in global HR management and compliance.

Five Days working from Office

Preferred Qualifications / Skills

Proven track record in process automation and optimization.

Certifications in HR management or HR operations.

Key Skills and Attributes :

Strategic thinking and problem-solving abilities.

Strong leadership and interpersonal skills.

Proficiency in HR Service Management application, Workday systems and ticketing tools (ServiceNow / Zendesk)

Effective communication and stakeholder engagement skills.