Sr Manager - HR Shared Services

Offer Management, Onboarding, Background Verification & Offboarding

Role Purpose

We are looking for an experienced HR Shared Services Manager to lead our Offer Management, Pre-boarding, Onboarding, Background Verification and Offboarding operations.

The role will be responsible for delivering accurate, timely and employee-centric services while transforming employee lifecycle processes through technology, automation, analytics, strong governance and continuous improvement.

The ideal candidate will combine hands-on HR operations expertise with a digital and transformation mindset to help build a scalable, efficient and next-generation HR Shared Services model.

Key Responsibilities

• Lead end-to-end operations for Offer Management, Pre-boarding, Onboarding, Background Verification and Offboarding.
• Ensure achievement of defined SLAs, turnaround times, quality standards and compliance requirements.
• Manage operational volumes, case backlogs, escalations, exceptions and stakeholder queries.
• Improve candidate, new-joiner, employee, manager and former-employee experience across key lifecycle moments.
• Standardize processes, SOPs, service catalogues, RACI matrices, controls and escalation mechanisms.
• Identify and implement opportunities for process simplification, automation and digital self-service.
• Leverage HR technology, workflow tools, case-management solutions, dashboards, RPA, AI and low-code platforms to improve service delivery.
• Partner with Talent Acquisition, HR Business Partners, HR Technology, Payroll, IT, Finance, Legal and other teams to ensure seamless process handoffs.
• Manage background verification vendors, including SLA performance, ageing, discrepancies, escalations and compliance.
• Develop dashboards and management reports covering service performance, quality, productivity, experience and risk.
• Conduct root-cause analysis and lead corrective, preventive and continuous-improvement initiatives.
• Ensure audit readiness, data privacy, appropriate access controls and adherence to organizational policies.
• Manage vendor governance, operational expenses and opportunities for cost or productivity improvement.
• Lead, coach and develop the HR Shared Services team, building capability in technology, analytics, controls and process improvement.
• Support process transitions and develop a roadmap for the future evolution of employee lifecycle services.

Key Performance Indicators

• SLA and turnaround-time achievement
• Offer accuracy and first-time-right percentage
• Onboarding completion and Day One readiness
• Background verification turnaround time and case ageing
• Offboarding and exit-clearance completion
• Reduction in backlogs, rework and escalations
• Candidate and employee satisfaction
• Audit and compliance performance
• Vendor service quality
• Automation and self-service adoption
• Productivity and cost improvement

Qualifications and Experience

• Graduate degree in Human Resources, Business Administration, Management or a related discipline.
• Postgraduate qualification or MBA in Human Resources is preferred.
• 710 years of experience in HR Operations, HR Shared Services or employee lifecycle management.
• At least 23 years of team-management or operations-leadership experience.
• Strong experience in Offer Management, Onboarding, Background Verification and/or Offboarding.
• Demonstrated exposure to process transformation, automation, HR technology or service-delivery optimization.
• Experience managing vendors and working with cross-functional stakeholders.
• Experience in high-volume or multi-location operations will be an advantage.

Required Skills

• HR Shared Services and employee lifecycle operations
• Process governance, controls and audit readiness
• HR technology, workflow automation and digital self-service
• Operational excellence and continuous improvement
• Data analytics, dashboards and management reporting
• Vendor and stakeholder management
• Escalation and risk management
• Project and change management
• Customer-centric service delivery
• Team leadership and capability building

Technology Exposure

Exposure to one or more of the following is desirable:

• Enterprise HCM or HRIS platforms
• Case-management or ticketing platforms
• Workflow and low-code automation tools
• Robotic Process Automation
• E-signature and digital-document solutions
• HR portals, chatbots and knowledge-management platforms
• Business-intelligence and dashboarding tools
• AI-enabled HR productivity or service-delivery solutions

Specific platform experience is valuable however, the key expectation is the ability to identify business problems, simplify processes and use the appropriate technology to deliver measurable improvements.

Ideal Candidate Profile

You are a hands-on HR operations leader who can manage critical daily services while building future-ready capabilities. You are comfortable working with operational metrics, escalations, vendors, technology teams and senior stakeholders.

You bring a strong customer orientation, an eye for controls and a passion for using technology and data to make HR services simpler, faster, more reliable and more employee-centric.