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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading HR Shared Services operations, focusing on process improvement, team development, and stakeholder engagement. Proficient in managing HR systems, data analytics, and ensuring compliance with employment legislation.
Highest-signal resume keywords
HR Shared Services ManagementTeam Leadership and DevelopmentProcess Improvement and AutomationStakeholder ManagementData Analytics and Reporting
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
HR ProcessesSLA ManagementWorkload BalancingOperational ReportingCase Management ToolsOracle HCMProcess DocumentationEmployee Data ManagementPerformance ManagementTalent Development
Soft Skills
Analytical SkillsProblem-SolvingOrganizational SkillsEffective CommunicationCustomer Service
Tools & Technologies
People AssistServiceNow
Industry Keywords
Human ResourcesEmployee LifecycleContinuous ImprovementComplianceChange Management
Tech Stack
Tools & technologiesOracleRPAServiceNow
About the role
Key responsibilities & impact- Lead end-to-end delivery of People shared services across assigned countries, processes, queues, and shifts
- Oversee daily operations within People Assist and related People systems, including case triage, workload balancing, prioritization, and inquiry resolution
- Monitor KPIs such as SLA attainment, backlog management, and productivity, implementing corrective actions
- Act as primary escalation point for complex, sensitive, or high-impact employee cases
- Lead operational reviews and service governance discussions with People teams and stakeholders
- Lead, inspire, coach, mentor, and develop Team Leaders and Specialists
- Support recruitment, onboarding, performance management, talent development, succession planning, and employee engagement
- Manage workforce planning, shift schedules, leave coordination, contingency planning, and staffing models
- Develop cross-training and multi-skilling programs
- Build stakeholder relationships across People teams, CoEs, Payroll, Talent Acquisition, and partner functions
- Drive customer-centric service delivery and improve employee and manager experiences
- Identify process improvement, standardization, automation, and AI opportunities
- Lead and support transformation projects, system enhancements, process redesign, RPA initiatives, and digital solution implementation
- Use data analytics and customer insights to identify trends, root causes, and service optimization opportunities
- Ensure quality standards, process controls, governance, compliance, data privacy, and employment legislation requirements
- Maintain accurate, current, and audit-ready knowledge base articles, work instructions, and process documentation
- Manage operational risks, corrective actions, escalations, and service transitions
- Support change management, communication, engagement, knowledge transfer, cutover planning, hypercare, and service stabilization
- Analyze operational data and workforce trends with the SDM
- Prepare management reports, dashboards, and recommendations for senior leadership
- Contribute operational insights to business planning and strategic workforce discussions
Requirements
What you’ll need- Bachelor’s degree in any field
- Minimum of 5 years of experience in Human Resources, HR Shared Services, HR Operations, or a similar service delivery environment
- Minimum of 2-3 years of experience leading teams or shift operations within a customer-focused or shared services environment
- Good understanding of HR processes across the employee lifecycle, including onboarding, employee data management, leave administration, learning administration, and offboarding
- Experience working with HR systems, preferably Oracle HCM, and case management tools such as People Assist, ServiceNow, or similar platforms
- Working knowledge of SLA management, queue management, workload balancing, escalation handling, and operational reporting
- Demonstrated experience leading, coaching, and developing teams while supporting recruitment, onboarding, performance management, and employee engagement activities
- Strong analytical, problem-solving, and organizational skills with the ability to manage competing priorities in a fast-paced environment
- Effective stakeholder management and communication skills, with the ability to collaborate across HR teams, Centers of Expertise (CoEs), Payroll, and business stakeholders
- Continuous improvement mindset with experience identifying and supporting process improvements and operational efficiencies
- Adaptability, resilience, professionalism, customer service, confidentiality, and compliance commitment
Benefits
Comp & perks- Skills-based career development approach
- Support to achieve career ambitions
- Equality, diversity, inclusion and belonging commitment
- Hybrid working arrangement