Description
The Manager, People Shared Services will lead a pivotal function dedicated to delivering efficient, high-quality operational services across the organization. This role is responsible for both stabilizing a high-volume service environment and driving its strategic transformation into a modern, scalable, and AI-enabled shared services model.
Service Delivery & Operations Lead a centralized HR Shared Services function responsible for first-resolution inquiries and core operational processes, ensuring a positive internal customer experience. Drive the stabilization and elevation of a high-volume shared service environment, focusing on efficiency, quality, and compliance. Recruit, develop, and retain a high-performing team, ensuring rapid, accurate, and high-quality service delivery.
Strategic Transformation & Process Optimization Transform HR Shared Services into a scalable function aligned with organizational growth and strategic objectives. Shift the service delivery model from transactional dependency toward structured self-service enablement, fostering employee autonomy. Conduct comprehensive assessments of the current operating model,including workflows, knowledge base maturity, response quality, and performance metrics,to identify opportunities for improvement. Champion continuous improvement by challenging the status quo and adopting innovative ways of working.
Technology & Automation Lead the operational optimization of shared services platforms to enhance productivity, bandwidth, and service quality. Collaborate closely with technology and process teams to reduce friction, improve automation, and strengthen digital workflows across the organization. Assess, redesign, and maintain the Shared Services knowledge base to ensure accuracy, usability, and alignment with current policies.
Performance Management & Analytics Establish and maintain rigorous operational discipline through structured KPI design, performance management, and clear accountability standards. Develop reporting dashboards and analyze service metrics,including response time, resolution quality, and internal customer satisfaction,to proactively address bottlenecks and systemic issues. Monitor service drivers and partner cross-functionally to eliminate root causes of avoidable inquiries and improve end-to-end experiences.
Stakeholder Partnership & Team Development Build strong partnership relationships with functional Centers of Excellence (COEs) to ensure consistent support and seamless internal customer experiences. Develop team members through a structured observe-feedback-coach approach, fostering a talent pipeline and a high-energy, accountable culture that balances service excellence with operational discipline.