Job Title: Manager People & Culture Shared Services

Department: People & Culture Shared Services

Purpose of the Role:

The Manager People & Culture Shared Services (PCSS) plays a pivotal role in driving the effectiveness and consistency of centralized HR service delivery across the employee lifecycle. This leadership role is responsible for ensuring operational excellence, data accuracy, service quality, and continuous improvement within shared services. The Manager acts as a bridge between employees, People & Culture Business Partners, and Centers of Expertise (COEs), ensuring scalable and compliant HR operations aligned with business needs.

Key Responsibilities:

Service Delivery & Case Management Oversight:

- Lead and manage service delivery within the PCSS team, ensuring high-quality and timely resolution of employee and manager queries.

- Oversee the case management system and ensure adherence to SLAs, documentation standards, and escalation protocols.

- Identify trends and gaps in case types and collaborate with P&C BPs/COEs to improve employee experience and reduce recurring issues.

People Analytics & Reporting:

- Own the development of dashboards and regular reports on key metrics such as onboarding, turnover, case volume, and service SLAs.

- Translate data insights into actionable recommendations for P&C leadership and business stakeholders.

- Drive continuous enhancement of reporting frameworks to support operational and strategic HR decision-making.

HR Data Governance & Quality Management:

- Ensure high data integrity across HR systems and records; lead data audits and corrective actions for discrepancies.

- Champion system enhancements and automation opportunities in HRIS and other HR platforms.

- Manage data validation and execution of complex employee lifecycle events, including restructures, transfers, and exits.

Operational Excellence & Process Innovation:

- Identify and implement opportunities to streamline HR operations using automation, self-service, and lean methodologies.

- Review and update standard operating procedures (SOPs), workflows, and process documentation to maintain compliance and scalability.

- Serve as a subject matter expert (SME) for operational excellence initiatives within the P&C function.

Stakeholder & Relationship Management:

- Build and maintain strong relationships with internal stakeholders, ensuring needs are understood and met through proactive service.

- Act as a trusted advisor to P&C Business Partners and COEs by providing operational insights and service delivery support.

- Represent the PCSS function in cross-functional initiatives and transformation projects.

Team Enablement & Collaboration:

- Mentor and coach junior coordinators or specialists (if applicable), fostering a high-performing and service-oriented culture.

- Partner with global shared services counterparts (if in a global org) to align on best practices and standardization efforts.

Qualifications & Requirements:

Education: Bachelors Degree required; HR Certifications or Wellbeing Certifications preferred

Experience: Minimum 8 to 12 years of experience in HR operations, shared services, or HRBP support roles, with at least 2 to 3 years in a leadership capacity

Skills:

- Excellent interpersonal and communication skills (verbal, written, and presentation)

- Strong analytical and problem-solving capabilities

- High attention to detail with ability to manage competing priorities and timelines

- Proficiency in HRIS platforms, Microsoft 365 (Excel, PowerPoint, Outlook), case management tools, and reporting dashboards

Working Relationships:

Reports to: Head People & Culture Shared Services / Senior Manager P&C Ops (based on org)

Key Collaborators: Employees, Line Managers, P&C BPs, Centers of Expertise (Talent, L&D, Rewards), HR Systems & Tech, Global Shared Services