Senior Manager- HR Shared Services (North America Region)

Reports to:

Location:

Summary:

The HR Shared Services Sr Manager is a key operational leader responsible for managing a team of HR professionals within a specific functional "tower" within the HR Shared Services Center (SSC). This role oversees the delivery of high-quality, efficient, and customer-centric HR services to multiple countries, ensuring that both administrative and tactical HR needs are met. The Tower Lead fosters a collaborative and high-performing team environment, driving continuous improvement and operational excellence within their tower. A key aspect of this role is enabling team members through targeted training and development initiatives focused on business excellence and customer service. The ideal candidate will have a passion for continuous improvement, process optimization, and delivering outstanding customer experiences.

Key Responsibilities:

• Team Leadership & Performance:

• Lead, manage, and mentor a team of HR administrators and specialists located both within the SSC and in-country.
• Foster a collaborative and inclusive team environment, where team members feel valued, supported, and empowered.
• Set clear goals and expectations for the team, and monitor performance against key performance indicators (KPIs) and service level agreements (SLAs).
• Conduct regular performance reviews, provide constructive feedback, and identify development opportunities for team members.

• Service Delivery & Operations:

• Oversee the day-to-day operations of the HR tower, ensuring the timely and accurate delivery of HR services to assigned countries.
• Ensure adherence to standardized processes, policies, and procedures within the tower.
• Monitor service delivery performance, identify areas for improvement, and implement solutions to enhance efficiency and customer satisfaction.
• Act as an escalation point for complex or sensitive HR inquiries from employees and managers.

• Process Improvement & Optimization:

• Continuously analyze and improve HR processes within the tower, leveraging technology and automation to enhance efficiency and effectiveness.
• Identify opportunities to standardize and streamline processes across countries.
• Contribute to the development and implementation of best practices within the HR SSC.

• Stakeholder Management & Collaboration:

• Build and maintain strong relationships with key stakeholders, including HR Business Partners, COEs, country HR leaders, and business leaders in supported countries.
• Effectively communicate service delivery updates, process changes, and key performance metrics to stakeholders.
• Collaborate with other tower leads and HR SSC teams to ensure seamless service delivery and knowledge sharing.

• Technology & Systems:

• Ensure effective utilization of HR technology and systems within the tower.
• Provide guidance and support to team members on the use of HR systems.
• Collaborate with the HR Technology team to identify and implement technology solutions that enhance service delivery and efficiency.

• Compliance & Risk Management:

• Ensure compliance with all relevant labor laws, regulations, and company policies within the scope of the tower's services.
• Identify and mitigate potential risks related to HR service delivery.
• Maintain data privacy and confidentiality in accordance with legal and company standards.

• Team Enablement & Development:

• Identify training needs within the team related to business excellence, customer service, process improvement, and HR systems.
• Provide opportunities for team members to participate in relevant training programs, workshops, and development initiatives.
• Coach and mentor team members to enhance their skills and knowledge.
• Foster a culture of continuous learning and development within the team.

Qualifications:

• Bachelor's degree in Human Resources, Business Administration, or a related field.
• 15+ years of experience in HR service delivery, shared services, or a related field, with at least 5 years in a team leadership role.
• Deep understanding of end-to-end HR operations (e.g., Onboarding, Offboarding, Data Management, Employee Life Cycle, Benefits, Reporting/Analytics etc.,) for North America region.
• Experience working in a multi-country or global HR environment.
• Strong leadership, communication, and interpersonal skills.
• Excellent organizational, problem-solving, and analytical skills.
• Experience with HR technology and systems.
• Knowledge of relevant labor laws and regulations.
• Passion for business excellence and continuous improvement (e.g., Lean Management).
• Strong commitment to providing exceptional customer service.