The Sr. Manager, HR Shared Services Specialist Centre is a pivotal role in OpenText HRSS Delivery. It involves establishing and managing the Regional HR Shared Services (HRSS) Specialist Centre—a lean team specializing in core HR functions. The team supports the Response Centre and Processing Centre in handling complex requests and interpreting/applying policies. The primary objective is to deliver a best-in-class HR experience through collaboration with HR CoEs, HR Partners, Managers, and Business Leaders.

• Leading the regional HR Shared Services Specialist Centre Team across the Americas region.
• Managing day-to-day operational transactions.
• Developing the Specialist Centre strategy and coaching individual contributors.
• Serving as the primary contact for CoEs, HRBPs, and managing escalations.
• Identifying opportunities for team education and assisting in onboarding new members.
• Driving regional efficiency, harmonization, and simplification with a focus on continuous improvement.
• Ensuring optimal delivery of HRSS Specialist Centre aligned with OpenText standards.
• Demonstrating initiative, self-direction, and sound judgment to resolve issues.
• Escalating situations outside standard operating procedures to the Regional Head of HR Shared Services.
• Managing relationships with external vendors and exercising judgment in proposing solutions.
• Leading and performing human resources-related transactions and business processes.
• Developing, analyzing, and documenting procedures, processes, and protocols.
• Participating in testing, implementation, upgrading, and support of new system changes.
• Troubleshooting unusual data entry issues and collaborating on resolutions.
• Collaborating with HRSS team members and division resources to expand or modify services.
• Acting as a liaison with cross-functional HR teams, overseeing development and documentation of procedures.
• Building and maintaining specific vendor relationships.
• Briefing COEs, HRBPs, and payroll on KPIs and suggesting process improvements.
• Engaging with team members to educate employees on relevant HR content and updates.
• Conducting regular risk assessments and overseeing departmental compliance with regulatory audits.
• Developing HRSS Specialist Centre strategy and leading individual contributors.
• Measuring operational KPIs and ensuring prompt resolution of complaints to meet compliance requirements.
• Delivering metrics and analytics on team performance, striving for Operational Excellence.
• Administering quality checks and audits to verify data accuracy.
• Assessing existing programs and processes, developing initiatives to increase efficiency and reduce waste.
• Fostering an environment of continuous learning and improvement.
• Leveraging the HR Knowledgebase to ensure team members have up-to-date knowledge.
• Working closely with COEs, Digital Employee Experience team, and Global HR Technology team to identify, prioritize, and operationalize continuous process improvement efforts.

• Ability to work in a high-growth, fast-paced environment.
• Exceptional customer service skills.
• Strong leadership capabilities with the ability to foster positive employee engagement.
• Excellent organizational, planning, and time management skills.
• Excellent verbal and written communication skills.
• Vendor relationship management and client relations skills.
• Strong analytical skills and solid decision-making capabilities.
• Technical aptitude and understanding of HR systems.
• Experience with Americas HR transactions, benefits administration, and employment laws.
• Competency in Microsoft Office, including Word, Excel, PowerPoint.
• Leadership experience within Americas HR Shared Services organizations is required.
• 8+ years of directly related work experience in an HR environment capacity.
• Bachelor’s degree or equivalent in Business, Human Resources, Organizational Behavior, or a related field.
• HR professional accreditation preferred.
• Experience working with continuous improvement.