The Global HR Senior Director – HR Shared Services is a significant strategic and operational leadership role within the Global HR function that will enable us to deliver a better service at scale to our rapidly growing business. This person will oversee the implementation of the HR Shared Services roadmap within BCG; working with multiple business units and countries to facilitate the centralization and transition of key HR processes to shared services and running the related operations.

This role has direct responsibility for HR Operations performed in Nexus Costa Rica (NXC), Global Services New Delhi (GSD), Lisbon and other yet to be determined locations, on behalf of business units and HR functions around the world.

As part of running these activities the job holder will be responsible for:

• HR Delivery: Design and deliver a best-in-class HR service to BCG’s global population, ensuring that transactional employee services are managed effectively and in the most efficient way possible;
• Continuous Improvement and Quality Assurance: Review, design, define and recommend measures for continuous improvement in internal controls and optimal business processes;
• Measuring and Reporting: Develop and manage KPIs (Key Performance Indicators) and KRIs (Key Risk Indicators) globally. Provide visibility to cross-functional leaders on the service levels and efficiencies attained;
• People Management: Build, manage and develop a strong and engaged team, multiskilled in all aspects of HR;
• Collaboration: Develop and maintain effective business partnerships and a strong network of key global stakeholders, as well as a partnership with Legal, Risk, Operations and IT to continuously optimize the shared services delivery and leadership model.

Consequently, other key aspects of the role will be to:

• Work alongside other HR Leaders across the world to identify activities which can be delivered from the Hubs
• Drive harmonization of processes & controls and implementation of best practices across the BCG business
• Support related cost/benefit analysis and implementation planning and execution – including defining KPIs, Service Delivery levels, Staffing Requirements, and Onboarding and Training Plans
• Transfer activities with minimum disruption and maximum service

Operational Excellence to ensure the quality and consistency of the process outcomes.

People Leadership to provide direction and mentoring to a newly established and rapidly expanding team, fostering a culture of service excellence and collaboration.

Service Orientation understanding what it takes to provide good client service, how to motivate a team to do the same, and how to address service failures.

Intellectual curiosity and agility to understand your role’s impact within the broader picture, wide variety of approaches and interdependencies.

Stakeholder management skills sufficient to understand the needs of the various business units; executive presence to persuade business units to converge to standardised processes; collaboration & teamwork to work jointly to close differences in expectations and delivery; and when things go wrong, for there to be successful resolution.

The ability to build collaborative relationships with peers around the world such that new opportunities for activities to be moved to the hub are identified and realised

In addition, the table stakes capabilities for a role of this nature:

• Client focussed individual with experience implementing process changes
• Ability to develop innovative solutions and process design, including standardization, in a fast paced and demanding environment
• Business acumen and ability to think conceptually to identify and address future challenges and opportunities, often in an ambiguous environment
• Ability to lead the transition of processes, balancing pace of transition with management of risk and change
• Maintain, coach and lead a top calibre team to provide these services
• Affinity for technology’s ability to drive efficiencies and enhance service delivery
• Manage and maintain relationships with third party providers
• Performance reporting of service and cost delivery
• Ability to develop concrete rationale and business case for all new opportunities, while seeking and identifying additional opportunities to expand the scope of business.

You Bring (experience & Qualifications)

• Bachelor’s Degree in Business, Human Resources, Organization Development or other related field is required; advanced degree preferred
• A minimum of 15+ years of work experience with progressively increasing levels of responsibility, preferably within a global professional services firm
• Experience leading and delivering HR capabilities in a shared services environment within a global organization
• Experience working with Workday and ServiceNow
• Ability to perform successfully in a fast-paced, intellectually intense, service-oriented and matrix-structured environment and to interpret rules and guidelines flexibly to enhance the business and in keeping with BCG’s values and culture
• Excellent relationship-building skills and a passion for helping others to develop
• Maturity and seasoning that engenders respect and trust from others; good judgment, professionalism, strong interpersonal skills, and a collaborative style
• High integrity, tact, a positive attitude, and an ability to maintain absolute confidentiality
• Proven analytical capabilities; a quick study; a bright executive with a can-do attitude, a creative solution seeker and a readiness to try new approaches; decisive, pragmatic, and reason-minded
• Comfortable in both working in detail and understanding the big picture; able to consider the ramifications of decisions on various constituencies
• Strong change management skills and results-oriented approach
• Excellent communication skills and poise; cross cultural understanding, fluent in English