Job Description

The Manilla HR Shared Service Senior Lead is a senior leadership role within Global HR Services, responsible for leading and overseeing the delivery of high‑quality HR inquiry management and employee lifecycle services across multiple geographies. The role is accountable for ensuring service excellence, building strong team capability, and delivering a consistent and seamless employee experience across assigned HR process areas such as Onboarding, Offboarding, Leave Management, and related services.

Reporting to the Global Delivery Leader, this role combines strong people leadership with a sharp focus on service delivery, operational consistency, and continuous improvement. The Senior Lead works closely with HR leaders, HRIS, Talent Acquisition, Payroll, and key stakeholders to ensure HR services are delivered efficiently, consistently, and in alignment with global standards and expectations.

Responsibilities

Lead, coach, and enable the delivery team to achieve high engagement, accountability, and consistent delivery of high‑quality HR services across processes.
Provide overall direction and oversight for day‑to‑day operations, including workload planning and prioritisation, ensuring service requests and transactions are completed accurately and within agreed timelines.
Take ownership of HR service delivery for HR processes, monitoring ticket volumes, resolution performance, and service levels, while maintaining strong standards of quality, responsiveness, and employee experience.
Oversee the maintenance and quality of HR documentation and employee correspondence, ensuring adherence to approved templates, consistency in communication, and continuous improvement in content quality.
Ensure HR processes are executed seamlessly, compliantly, and consistently across global operations, with appropriate controls and alignment to global standards.
Maintain oversight of service request queues and case activity, ensuring effective triage, timely resolution, appropriate escalation, and strong closure discipline to support operational stability and efficiency.
Drive service quality through regular review of accuracy, turnaround times, and performance metrics, with a clear focus on minimising rework and strengthening first‑time‑right outcomes.
Identify process gaps and operational risks, recommending practical improvements and contributing to continuous improvement initiatives that enhance service efficiency and employee experience.
Strengthen team capability and resilience through structured coaching, cross‑training, clear process documentation, and effective knowledge sharing.
Use operational reports and dashboards to monitor service performance, identify trends, and support informed decision‑making and prioritisation within the Global Delivery team.
Promote a positive and consistent employee experience by balancing efficiency, responsiveness, empathy, and service excellence across all HR interactions.
Support global HR administration, service delivery, and change initiatives as required, ensuring alignment with organisational priorities and the global HR operating model.
Build and maintain strong working relationships with global and regional stakeholders to drive alignment, manage expectations, and support effective and reliable HR service delivery.

Qualifications

Bachelor's degree in human resources, or related field. Master's degree or relevant professional certification will be an added advantage.
12-14 years of related coordination or administration experience in an HR environment with minimum 5 years of people management experience.
Extensive experience in HR operations and employee lifecycle administration within a shared services or global delivery environment, with a strong understanding of large‑scale, multi‑geography service models.
Strong capability in leveraging HR systems and HRIS platforms (ideally Oracle), with proven oversight of employee data governance, data integrity, accuracy, and adherence to process discipline across global operations.
In‑depth understanding of end‑to‑end employee lifecycle processes, HR administration workflows, and service delivery standards within complex, global or regional environments.
Demonstrated senior‑level people leadership capability, including coaching and developing managers and teams, overseeing performance outcomes, and building a high‑engagement, accountable service culture.
Proven ability to identify service delivery improvement opportunities and contribute to process simplification, standardisation, and the design of more efficient and scalable ways of working.
Excellent written and verbal communication skills, with the ability to influence, align, and engage effectively with senior stakeholders, cross‑functional teams, and global audiences.
Strong analytical mindset, with experience using operational reports, performance metrics, and dashboards to assess service health, identify trends, and support data‑driven decision‑making at a leadership level.
Experience working with multiple shared locations such as India is preferred

HR Shared Services Senior Lead