Job Description: Senior Manager HR Shared services - HR Ops

Role Purpose

The HR Operations Program Manager is responsible for leading the design, establishment, and operational readiness of a Global Shared Services Centre (GSSC) based in India. This role oversees the coordination and execution of multiple workstreams, ensuring the successful transition, optimisation, and long-term delivery of globally provided HR services. The role requires strong program leadership, stakeholder management, operational expertise, and a deep understanding of HR service delivery models.

Key Responsibilities

Program Leadership & Governance

Provide end-to-end program management for the creation of the GSSC, ensuring alignment with global HR strategy and organisational objectives.
Lead, coordinate, and track multiple workstreams, maintaining governance frameworks, progress reporting, risk management, and stakeholder communication.
Develop and maintain a comprehensive program plan with clear milestones, dependencies, and deliverables.

Stakeholder Partnership & Collaboration

Partner with senior leaders, HR stakeholders, and functional experts to define program scope, requirements, and success criteria.
Lead the implementation of a global HR ticketing system and ensure system accessibility for blue-collar workers across all relevant regions.
Facilitate cross-functional collaboration to ensure readiness and alignment across HR, HRIS, Operations, and Finance.

GSSC Establishment & Team Development

Define the organisational structure, roles, and competencies required for the GSSC.
Lead the recruitment, onboarding, and capability development of the GSSC team to ensure effective service delivery.
Establish service-level frameworks, operational standards, and performance metrics for the centre.

Process Documentation, Transition & Optimisation

Oversee the documentation and standardisation of HR processes from transferring countries.
Coordinate with local HR teams and the GSSC to ensure a smooth and controlled transition of activities into the shared services model.
Continuously review and optimise processes post-transition to drive consistency, efficiency, and service quality.

HR Technology & Systems Enablement

Partner closely with the Global HRIS team to support the enhancement and adoption of systems required to enable GSSC operations.
Ensure digital tools, workflows, and integrations effectively support scalable service delivery.

Operational Service Management

After establishment of the GSSC, assume operational responsibility for the delivery of globally provided HR services.
Monitor service performance, manage escalations, and ensure adherence to service-level agreements and quality standards.
Support continuous improvement through data insights, performance metrics, and stakeholder feedback.

Job Requirements

Education & Qualifications

Bachelor's degree in Human Resources, Business Administration, or related field (Master's degree preferred).
Professional HR certification (e.g., CIPD, SHRM, or equivalent) desirable.
Project management certification (e.g., PMP, Prince2, Agile) is a strong asset.

Experience

Experience in HR Operations, HR transformation, or shared services environments.
Proven track record in leading large-scale, multi-workstream HR transformation or shared services projects.
Experience working with global HR systems (e.g., SAP SuccessFactors, Workday, or equivalent).
Demonstrated experience in process mapping, optimisation, and service transition.
Experience managing cross-cultural teams and global stakeholders.

Technical Skills

Strong knowledge of HR operations, end-to-end employee lifecycle processes, and shared services models.
Proficiency in HRIS platforms and digital workflow tools (ticketing systems, case management, knowledge bases).
Excellent analytical skills, with the ability to interpret data and provide actionable insights.
Advanced skills in project planning, documentation, and reporting tools (e.g., MS Project, Jira, Smartsheet).

Core Competencies

Leadership & Influence

Ability to lead complex programs, motivate teams, and guide stakeholders toward common goals.
Strong decision-making skills and the ability to navigate ambiguity in fast-paced environments.

Collaboration & Relationship Management

Builds strong partnerships with global and regional stakeholders.
Communicates effectively across cultures, functions, and seniority levels.

Strategic & Operational Thinking

Balances long-term strategic perspective with day-to-day operational requirements.
Understands how HR operations, systems, and processes interconnect in a global environment.

Process & Continuous Improvement Mindset

Demonstrates a strong focus on efficiency, standardisation, and simplification.
Applies Lean, Six Sigma, or similar methodologies to optimise processes.

Analytical & Problem-Solving Skills

Uses data and insights to drive decisions and identify improvement opportunities.
Approaches complex challenges with structured thinking and practical solutions.

Change Management Capability

Skilled in leading organisational change and supporting stakeholders through transitions.
Ensures effective communication, training, and adoption during system or process changes.

Customer Service Orientation

Committed to delivering high-quality HR services and ensuring a positive employee experience.
Responds proactively to feedback and manages service escalations professionally.