The Senior Manager, Global HR Shared Services has overall responsibility for the design and successful delivery of HR transactional processes across the entire employee lifecycle. Prioritizing an exceptional employee experience, this role plays a vital part in supporting employees, managers, and other stakeholders across the global organization while setting the foundation and implementation of a Shared Services model. They will have a strong systems and process improvement mindset, continually improving processes and leveraging technology to ensure the team delivers exceptional service in an efficient manner. They will also set the foundation for the shared services team, preparing for scalable growth and the progression of the HR shared services and support function, as well as manage the expansion of HR services provided.

• Define strategic and operational direction of HR Shared Services, including defining the operational model, process design and improvement, systems of work and technology, team leadership, budgets, and vendor selection.
• Owns the delivery of global HR programs to include but not limited to: Onboarding & Employee Enablement, Performance Management, Compliance and Affirmative Action and associated reporting, Self-Service (Tier 0), HR Connect (HR company intranet), Immigration, PEO relationship management, and Wellness.

HR Shared Services Operations

• Develop and oversee a comprehensive set of performance metrics, including internal service level agreements (SLAs), relevant to the global HR Shared Services operational model.
• Regularly evaluate and improve HR procedures, aiming for increased efficiency and effectiveness in service delivery.
• Establishes standards and procedures for handling employee questions, transactions, and the administration of human resource programs, including the creation of an issue escalation matrix and integrating automation such as chatbots or workflows as needed.
• Develops and supports core processes and documentation used by the HR team, ensuring all documentation is up to date including records, processes, policies, etc.
• Acts as liaison between the broader HR team and the HR Service Center to ensure that HR services are aligned with internal client needs.
• Ensure all activities are in compliance with rules, regulations, policies, and procedures.

Team Leadership and Development

• Lead and support a team of HR Shared Services professionals to provide accurate and timely services, focusing on continuous performance improvement.
• Builds and maintains a strong functional team through effective recruiting, training, coaching, team building, and succession planning.
• Prepare staff development plans and performance appraisals, assessing and developing skills necessary to achieve work objectives.
• Instills a strong team member-focused mindset within the team to ensure adherence to service agreements and delivery of an exceptional experience to team members at all levels.
• Model behaviors that support the company’s common purpose; ensure team members are supported at the highest level.

• Other duties and responsibilities as assigned.

Skills You Must Have:

• Bachelor’s degree in human resources or a related field OR equivalent combination of education and experience.
• Minimum of (5) five years of progressive Human Resources, HR Operations, or Service Center management experience required in a global organization.
• Minimum of (3) three years of management experience with demonstrated success in building, leading, and motivating effective teams as well as implementing and driving successful HR programs.
• Experience designing and implementing HR Shared Services and related tools and systems.
• Ability to lead, coach, mentor, and motivate a globally diverse team; ensure team and individual accountability and performance standards are met.
• Ability to prioritize, multitask, and manage multiple projects successfully in a fast-paced and dynamic environment.
• Strong attention to detail and commitment to the delivery of quality/accurate work products. A strong preference for data-informed decision-making.
• Logical reasoning and problem-solving skills to troubleshoot issues.
• Ability to communicate and interact effectively with different levels of the organization to negotiate, problem solve, complete projects, and influence decision-making.
• Self-motivated with the ability to work both independently and within teams in order to establish and meet deadlines, goals, and objectives.
• Excellent customer service skills.

Skills That Are Nice to Have:

• SHRM or HRCI certifications a plus.
• HRBP experience a plus.
• Knowledge of Case Management solutions preferred.
• Knowledge of Bamboo HRIS and TriNet preferred.
• Experience with Jira Service Management.