Global HR Shared Services Manager

What You'll Do

You will be a key member of our Global HR Shared Services Center (HRSSC), supporting regional and local HR teams and employees worldwide with administrative HR processes. Youll collaborate with colleagues across multiple geographies and time zones, forming part of a close-knit global HR network that values teamwork, ownership, and continuous learning. In this role, you’ll lead a small to mid-sized team and oversee the delivery of HR operations with a focus on quality, compliance, and continuous improvement. You’ll also act as a first point of escalation for complex queries, support process optimization efforts, and ensure performance targets are met through effective team management and process oversight.

Key Responsibilities

• Manage the delivery of HR operational processes across the employee lifecycle (e.g., onboarding, offboarding, data updates) in alignment with global policies and local compliance requirements.
• Oversee a team of HR coordinators or specialists, ensuring clarity in work allocation, productivity, and development.
• Monitor KPIs and SLAs to maintain service quality, and take timely action where improvements are needed.
• Act as an escalation point for process or service-related issues, resolving them within defined guidelines and timelines.
• Ensure data integrity and system accuracy, particularly within tools such as Workday and case management systems.
• Contribute to process improvement initiatives by identifying inefficiencies and suggesting enhancements.
• Support readiness for internal and external audits by ensuring documentation and process adherence.
• Help create a positive and engaging team environment by providing guidance, feedback, and mentorship.

What You'll Bring

• Bachelor’s degree in Human Resources, Business, or a related field.
• 7–10 years of experience in HR operations or shared services, including 2–3 years in a team leadership role.
• Strong understanding of HR administration, processes, and compliance.
• Experience working in a global environment, including supporting multiple regions and managing diverse global stakeholders.
• Familiarity with HR systems such as Workday and case management tools.
• Excellent attention to detail, organizational skills, and problem-solving capabilities.
• Experience working in a matrixed environment is a plus.
• Ability to work effectively across time zones and cultures with a collaborative mindset.
• Flexibility in work hours to support a global team and diverse stakeholders.

Who You'll Work With

Our HR Shared Services Center (HRSSC) spans across three global hubs—India, Costa Rica, and Portugal—delivering centralized and efficient support for HR processes worldwide. We support the full employee lifecycle with precision, enable efficiency gains through smart systems and collaboration, and deliver measurable outcomes that enhance every employee’s journey at BCG

Additional info

You're Good At

• Leading and supporting team members with empathy, clarity, and consistency.
• Managing day-to-day operations while keeping an eye on continuous improvement opportunities.
• Communicating effectively with team members, stakeholders, and peers across different regions.
• Prioritizing tasks and maintaining accuracy in a fast-paced, service-oriented environment.
• Solving operational challenges using sound judgment and a practical approach.
• Building collaborative relationships with others and contributing to a positive team dynamic.