HR and Shared Services Manager

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

Qualifications

• 5+ years of experience in HR Shared Services or HR Operations, with at least 3 years in a managerial role
• Experience managing international teams and working across regions such as EMEA, APAC, and the Americas
• Strong understanding of regional HR practices, compliance requirements, and cultural nuances
• Advanced proficiency in HR systems such as Workday and ServiceNow
• Proven ability to lead process improvement and automation initiatives
• Strong analytical skills with experience in dashboard and KPI monitoring
• Excellent communication and stakeholder management skills
• Proficiency in Microsoft Office tools
• Multilingual capabilities or experience working in multilingual environments is a plus

Competencies

• Global mindset and intercultural sensitivity
• Leadership and team development
• Operational excellence and service delivery
• Strategic problem-solving
• Stakeholder collaboration
• Compliance and risk awareness