The HR Shared Services Manager leads day‑to‑day HR transaction services, ensuring high‑quality, compliant, and timely delivery across the employee lifecycle. This role partners cross‑functionally with Payroll, Benefits, LOA, and Divisional HR Team while advancing standardization, centralization, automation, and continuous improvement across the Shared Services function. This role ensures HR services are delivered consistently, accurately, and in alignment with service level expectations, while advancing standardization, centralization, automation, and continuous improvement across the HR service delivery model HR shared services delivery model
Key Responsibilities
- Provides overall leadership for HRSS team members across the employee lifecycle, including escalation as appropriate
- Contributes and maintains ownership of the key responsibilities and deliverables of the HR Shared Services Associate
- Partner with Divisional Human Resources Managers to ensure timely resolution of escalated employee cases.
- Monitors productivity, quality, and customer experience metrics; identifying trends and implementing corrective actions
- Identify process improvements, documentation needs, and automation opportunities to increase efficiency and consistency.
- Partners with HR leadership, HRVPs, and COEs (e.g., Benefits, Payroll) to support other ad hoc initiatives
- Oversees the creation and maintenance of process documentation, workflows, and knowledge base content to increase employee and manager self-service and reduce inquiry volume
- Partnering with the technology team to ensure tools, reporting workflows, and platforms are meeting the needs of the HR team.
Team Operations and Service Delivery Expectations
- Manage intake, prioritization, and resolution of HR inquiries through Five9 and ServiceNow (SNOW), ensuring timely and accurate responses.
- Coordinate with Payroll to process spot bonuses and employee assistance requests and ensure inquiries from employees are answered in a timely manner.
- Oversee processing of employee lifecycle changes across all HR systems (manager changes, transfers, compensation updates, organizational changes).
- Oversee and ensure timely completion of background checks and pre‑employment requirements.
- Oversee and ensure timely completion of I-9 process and ensure escalations are handled in compliance with federal law.
- Ensure accurate and compliant completion of offboarding documentation, including state‑mandated notices.
- Ensure timely and compliant processing of verification of employment (VOE) requests.
- Initiate leave inquiries in a timely manner by coordinating with the Leave of Absence (LOA) team.
- Oversee the drafting and quality review of new agreements and letters for promotions and transfers.
Required Qualifications
- 5+ years of progressive HR experience, including HR operations/shared services, HR administration, or employee service delivery in a mid-to-large organization.
- 2+ years of people leadership experience (direct or indirect), including coaching, performance management, and team development.
- Demonstrated experience managing high-volume HR processes (e.g., employee inquiries/case management, HR transactions, onboarding/offboarding administration, job changes, data changes).
- Strong working knowledge of HR policies and employment practices, including confidentiality, records management, and HR compliance basics.
- Hands-on proficiency with HRIS platforms (ADP)
- Advanced skills in Microsoft Excel and strong capability with reporting/metrics (trend analysis, root cause analysis, service-level reporting).
- Proven ability to create/maintain standard operating procedures (SOPs), job aids, and knowledge base content.
- Strong customer-service mindset with experience handling sensitive employee situations with professionalism and discretion.
- Excellent communication skills (written and verbal) with the ability to explain complex HR concepts clearly and consistently.