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The Manager, Human Resources Shared Services (HRSS) is responsible for the end to end leadership of HR Shared Services delivery, overseeing both high volume transactional work and complex, high touch HR processes that support Employees, Managers, HR Business Partners, and Centers of Excellence. This role ensures HR services are delivered consistently, accurately, and in alignment with service level expectations, while advancing standardization, centralization, automation, and continuous improvement across the HR service delivery model. The Manager plays a critical role in people leadership, service excellence, operational governance, and cross HR partnership, enabling HRBPs and COEs to focus on strategic and consultative work.

Major Responsibilities

Service Delivery & Operations

• Provides overall leadership for HRSS team members across the employee lifecycle, including escalation as appropriate

• Ensures accurate, timely, and compliant execution of HR transactions, inquiries, and documentation

• Enforces standards for HR case management, including assignment rules, case aging, role clarity, and quality controls

• Oversees the preparation and execution of complex HR documentation in compliance with regulatory requirements, internal policies, and procedures

• Partners with HR leadership, HRBPs, and COEs to support high level projects such as M&A activity, reductions in force, or other ad hoc initiatives

Performance Management, Metrics & Governance

• Guides operational performance and service excellence, ensuring SLAs/KPIs are defined, measured, and achieved

• Monitors goals, productivity, quality, and customer experience metrics; identifying trends and implementing corrective actions

• Measures customer feedback and NPS data and present insights and CI recommendations to HR leadership

• Balances competing priorities and manages workload across the HRSS team in partnership with HRSS leadership

People Leadership & Talent Development

• Leads, selects, trains, coaches, and develops HRSS team members across multiple roles and skill levels

• Sets clear expectations, provides ongoing feedback, recognizes performance, and administers performance management and corrective actions as needed

• Builds bench strength and supports career progression within HRSS, including readiness for COE or HRBP roles

• Fosters a culture of accountability, collaboration, service mindset, and continuous learning

Process, Knowledge & Continuous Improvement

• Identifies opportunities to centralize, standardize, and streamline HR processes

• Oversees the creation and maintenance of process documentation, workflows, and knowledge base content to increase employee and manager self-service and reduce inquiry volume

• Drives adoption of new technology, AI enabled processes, and automation to improve efficiency, accuracy, and experience

• Supports transition, training, and quality control of work between regional HR teams and offshore HR resources

Minimum Job Requirements

Education

• Bachelor’s Degree or equivalent work experience

Certification / License

Work Experience

• 5 years of Human Resources experience

• 5 years of progressive customer service experience

• 3 years of experience leading teams, developing people, or managing operational work

• Experience supporting HR operations, shared services, or HR centers of excellence

Knowledge / Skills / Abilities

• Strong people leadership and coaching capability

• Advanced problem‑solving and prioritization skills

• Proven ability to handle confidential and sensitive information

• Strong verbal, written, and interpersonal communication skills

• Proficiency in HRIS systems and Microsoft Office

• Ability to lead in a fast‑paced, high‑volume, metric‑driven environment

Preferred Job Requirements

Education

• Masters degree

Certification / License

Work Experience

• Experience implementing or scaling HR processes and programs

• Workday or similar HRIS experience

• Experience supporting multi‑country or global HR operations

Knowledge / Skills / Abilities

• Knowledge of payroll and compliance considerations across multiple states

• Familiarity with service center metrics and KPIs

“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.”