Overview
The Process & Quality Specialist - HR Shared Services (HRSS) is responsible for ensuring the accuracy, consistency, and compliance of HR transactions and processes delivered through the shared services model. The role focuses on process quality audits, SLA/KPI governance, continuous improvement, and enhancing the employee experience through data-driven insights and quality interventions.
Responsibilities
Key Responsibilities
Quality Audits & Compliance
- Perform regular audits of HRSS transactions (e.g., Global onboarding & BGV, employee data management (ERP), payroll inputs, compensation & benefits administration, contract management, Regional HR processes, offboarding).
- Ensure adherence to defined SOPs, process guidelines, compliance requirements, and service level agreements (SLAs).
- Identify errors, root causes, and recommend corrective/preventive actions.
- Maintain and update audit checklists and quality frameworks.
Process Improvement & Standardization
- Drive continuous improvement using methodologies such as Lean, Six Sigma, PDCA, or similar.
- Partner with process owners to standardize workflows and optimize HRSS operations.
- Support creation, review, and updates of SOPs, process maps, and training documents.
- Facilitate best practice sharing across HRSS teams.
Metrics, Reporting & Governance
- Track and report quality KPIs (accuracy %, defect rate, rework rate, productivity leakage, SLA compliance).
- Provide monthly/quarterly dashboards and insights to leadership.
- Conduct trend analysis to identify systemic quality gaps.
Stakeholder Management
- Collaborate with HRBPs, CoEs, Finance, IT, and external partners to resolve quality issues.
- Participate in governance reviews, calibration sessions, and continuous improvement workshops.
- Serve as a subject matter expert (SME) on quality standards and audit requirements.
Training & Capability Building
- Conduct refresher training based on audit findings and skill gaps.
- Support new hire induction on HRSS processes and quality expectations.
- Reinforce compliance and documentation discipline within teams.
Requirements
Qualifications & Experience
- Bachelor's / Master's degree in HR, Business Administration, or related field.
- 2-3 years of experience in HR Shared Services, HR Operations, or Quality Assurance roles.
- Experience with HR systems (HRMS tools, Oracle HCM, ServiceNow, etc.).
- Certification in Lean/Six Sigma (Green Belt preferred) is an advantage.
Skills & Competencies
- Strong understanding of HR processes across the employee lifecycle.
- Analytical mindset with expertise in Excel, reporting tools, and audit techniques.
- Excellent verbal and written communication skills.
- Strong stakeholder management and problem-solving ability.
- High attention to detail, accuracy, and process discipline.
- Ability to work in fast-paced, multi-country shared services environments.
Key Performance Indicators (KPIs)
- Transaction accuracy %
- Defect rate/rework rate
- SLA adherence
- Reduction in recurring errors
- Timeliness of audit and reporting
- Compliance adherence
- Process improvement impact
