Role : Manager - HR Shared Services

The position will lead a team of People Experience Leads and Individual Contributors responsible for employee and manager support, case management, onboarding and offboarding services, employee data administration, knowledge management, and service operations.

The Manager will be accountable for building a high-performance culture and driving operational excellence through strong SLA governance, service quality, stakeholder partnership, and a customer-centric service model.

This individual will play a critical role in stabilizing newly transitioned services, driving adoption of standardized processes, improving employee satisfaction, and supporting the expansion of the People Experience Hub globally.

Service Delivery Leadership :

- Lead day-to-day operations of the People Experience Hub, ensuring consistent delivery of employee and manager support services.

- Drive achievement of SLA, First Contact Resolution (FCR), backlog, quality, and customer satisfaction targets.

- Monitor operational performance, address service risks, and maintain service delivery governance through operational reviews, dashboards, and reporting.

Shared Services Transition & Stabilization :

- Lead the successful transition of new People & Culture services into the People Experience Hub.

- Partner with HR COEs, HRBPs, and other stakeholders to ensure smooth service migrations and operational readiness.

- Develop and execute readiness plans, training strategies, SOPs, RACIs, and operational handoffs.

- Stabilize services post-transition through structured hypercare and continuous improvement activities.

Operational Excellence & Process Improvement :

- Establish and maintain standardized service delivery processes, governance, and operating procedures that support the People Experience Hub model.

- Drive continuous improvement initiatives focused on service quality, efficiency, self-service adoption, resolution rates, and employee experience while ensuring compliance with local requirements.

- Ensure service documentation, knowledge articles, and operational procedures remain current and effective.

Team Leadership & Capability Development :

- Lead, coach, and develop a high-performing team of People Experience Leads and Individual Contributors.

- Establish clear performance expectations and accountability measures.

- Support onboarding, training, and continuous development of team members to build capability and support future growth.

Stakeholder Partnership :

- Build strong relationships with HR COEs, HRBPs, HR Technology, Payroll, Benefits, Learning, and business leaders.

- Serve as the primary operational escalation point for service-related issues and drive alignment on service standards and ownership.

- Provide regular updates on service performance, trends, risks, and improvement opportunities.

Qualifications :

- Bachelors degree in HR, Business Administration, or a related field.

- Minimum 10-15 years of experience in P&C Shared Services, P&C Operations, Employee Services, or a related P&C technology domain.

- Experience leading operational teams and managing service delivery performance.

- Strong experience managing SLAs, CSAT, quality, operational metrics, and continuous improvement programs.

- Experience working with ServiceNow HRSD (or similar case management platforms) and Oracle HCM (or similar HRIS systems) to support service delivery, reporting, and process optimization.

- Experience managing P&C services across regions, ensuring compliance with local regulations while standardizing global processes.

- Strong stakeholder management and change leadership experience.

- Experience leading service transitions, operational readiness, and process standardization initiatives.

- Strong analytical, problem-solving, and decision-making skills.

- This role may require flexibility in working hours to coordinate with global teams, including alignment with U.S. morning hours.

Preferred Qualifications :

- Experience optimizing ServiceNow HRSD case management, knowledge management, and service catalog capabilities.

- Experience building or scaling Shared Services, Employee Experience, or HR Operations organizations.

- Lean, Six Sigma, or other process improvement certifications.