Human Resources Shared Services Manager

Job Description Summary

The HR Shared Services Manager leads a geographically distributed team across multiple regions, overseeing the delivery of consistent, high-quality HR services. This role is responsible for managing daily operations and driving process improvements. It also ensures alignment with global and regional HR standards. The Manager collaborates closely with internal stakeholders, external vendors, and the Operational Excellence team to identify and implement service enhancements, automation opportunities, and technical improvements.

Manage a regional or multi-country HR Shared Services team, including Tier 1 and Tier 2 staff

Oversee daily operations and ensure consistent service delivery across locations

Monitor KPIs, dashboards, and SLAs to assess performance and identify improvement opportunities

Collaborate with the Operational Excellence team on improvement projects and HR service-related technical enhancements

Support initiatives to enhance automation, workflow efficiency, and process standardization

Partner with CoEs, HRBPs, and external vendors to resolve escalated issues and ensure service continuity

Support the implementation and maintenance of HR systems and tools, including Workday and ServiceNow

Ensure compliance with local labor laws, data privacy regulations, and corporate policies across regions

Foster intercultural communication and collaboration within the team and with stakeholders

Provide coaching and development support to Team Leads and Specialists

Contribute to documentation, training, and knowledge base improvements

Participate in audits, system testing, and annual HR events

Report operational insights and trends to the Executive Director