Seeking an experienced manager to oversee HR Service Center (HRSC) operations to meet service delivery targets, ensure compliant execution of processes, optimize service delivery, drive process improvements, and enhance operational efficiency to meet organizational goals. The incumbent will be accountable for service quality, adhering to regulations, and safeguarding sensitive employee data. This role involves team management & collaboration with stakeholders to address HR service delivery issues. The role holder is expected to stay current with industry trends and best practices in HR shared services to bring innovative ideas. Ultimately, the HRSC Operations Manager will play a pivotal role in delivering high-quality HR operation services and enhancing the overall employee experience.

• Oversee and manage stakeholder-centric operations for HRSC function.
• Collaborate with stakeholders across HR functions in various geographies to understand their requirements & identify opportunities for service enhancement.
• Drive operational excellence by partnering with CD team in implementing best practices, process improvements, and automation initiatives.
• Manage internal and external governance for HRSC processes.
• Partner with respective COE leads to ensure compliance with relevant laws, regulations and internal policies in all HRSC activities.
• Identify and mitigate potential risks related to HRSC delivery.
• Collaborate with CD team and associated stakeholders to define service level agreements (SLAs), performance metrics, and KPIs for HRSC operations.
• Ensure accurate and timely delivery of HR services to meet established SLAs.
• Manage stakeholder escalations and SLA breaches.
• Establishes, develops, and maintains critical customer relationships to anticipate, plan, address and resolve complex escalated issues.
• Partner with PMO and CD team to manage transition process from one project to another, ensuring that all transitions are smooth and efficient.
• Define and monitor key performance indicators (KPIs) to track the performance of HRSC and drive continuous improvement efforts.
• Prepare regular reports and presentations for stakeholders, highlighting operational performance, key achievements, and areas for improvement.
• Lead, mentor, and develop a team of HR professionals across shifts and different time-zones to deliver high-quality HRSC services.
• Foster a culture of customer focus, excellence, collaboration, quality and continuous improvement within the team.

Skills And Competencies

• Proven experience in managing HR shared services operations across geographies and working in matrix relationships.
• Strong understanding of HR shared services processes, best practices, and industry trends.
• Demonstrated ability to drive process improvements and operational efficiency.
• Change agent with experience leading and successfully driving change.
• Good understanding of audit process and quality control.
• Excellent transition management skills.
• Strong analytical and problem-solving abilities.
• Excellent communication and presentation skills.
• Knowledge of relevant software and technologies used in HR shared services operations.
• Exceptional stakeholder management and relationship-building skills.
• Excellent leadership and team management skills, with the ability to inspire and motivate a diverse team.

Minimum

• Bachelor’s degree in business administration, commerce, finance, HR, or a related field.
• Master’s degree in business administration, commerce, finance or HR is preferred.
• 15+ years of relevant work experience with at least 5+ years in a managerial role within global HR shared services.

What Makes You Eligible

• Experience working in a multi-function delivery in a shared services center with an MNC Org.
• Be willing to travel up to 20% international travel.
• Work in our Bangalore office. Willingness to cover and oversee Asia and EMEA shifts. Manage employees across shifts and time-zones.