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.
