HR Operations Manager
Role Summary
The HR Operations Manager is responsible for leading and managing the delivery of end-to-end HR Shared Services and employee lifecycle operations. This role oversees multiple HR processes within the Hire-to-Retire framework, ensuring operational excellence, compliance, data integrity, and a superior employee experience.
The Operations Manager will lead teams supporting one or more of the following functions:
- Employee Relations Support
- Employee Data Management
- Offer Letter Administration
- New Hire Administration
- Background Verification and Adjudication
- Employee Concerns and Investigations Support
- Benefits Administration
- HR Helpdesk and Employee Services
This position plays a critical role in driving service delivery performance, stakeholder satisfaction, continuous improvement initiatives, and organizational growth. The Operations Manager serves as a strategic partner to HR Leaders, Business Leaders, and Global Stakeholders while ensuring alignment with company objectives and operational standards.
Role Responsibilities
Operations & Service Delivery Management
- Lead and manage HR Operations teams responsible for the delivery of Hire-to-Retire processes.
- Ensure achievement of agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), quality targets, and operational objectives.
- Establish governance structures and operational controls to ensure service consistency and compliance.
- Manage workforce planning, capacity management, shift planning, and resource allocation to meet business demands.
- Serve as the escalation point for complex operational, employee, and stakeholder issues.
People Leadership
- Lead, coach, and develop Team Leads and HR Operations professionals to build a high-performing organization.
- Drive employee engagement, performance management, succession planning, and capability development initiatives.
- Foster a culture of accountability, collaboration, continuous learning, and operational excellence.
- Conduct regular performance reviews, talent assessments, and development planning.
Stakeholder Management
- Build and maintain strong partnerships with HR Business Partners, Centers of Excellence (COEs), Business Leaders, and Global HR teams.
- Act as a trusted advisor on HR Operations processes, service delivery performance, and operational improvements.
- Facilitate governance meetings, business reviews, and stakeholder communications regarding operational performance and strategic initiatives.
- Manage stakeholder expectations and ensure a high level of customer satisfaction.
HR Operations Oversight
- Oversee employee lifecycle transactions including onboarding, employee record management, job changes, compensation and benefits administration, leave administration, and offboarding processes.
- Ensure accurate and timely processing of HR transactions within HCM/HRIS platforms.
- Monitor service requests, case management, and HR Helpdesk performance to improve employee experience.
- Ensure adherence to policies, procedures, controls, and compliance requirements.
Data Governance & Compliance
- Ensure the accuracy, completeness, and integrity of employee data across HR systems.
- Drive data quality initiatives and manage audit readiness activities.
- Review and analyze operational metrics, trends, and audit findings to identify risks and improvement opportunities.
- Ensure compliance with applicable employment regulations, internal policies, and data privacy requirements.
Continuous Improvement & Transformation
- Lead operational excellence initiatives, process standardization, and automation programs.
- Identify opportunities to enhance efficiency, reduce cycle times, improve quality, and optimize costs.
- Sponsor and manage transformation projects across HR Operations.
- Develop and maintain operational documentation, process maps, standard operating procedures (SOPs), and knowledge management frameworks.
Transition & Project Management
- Lead transition activities including Due Diligence, Knowledge Transfer, Process Mapping, Risk Assessments, Ramp-Up, Hypercare, and Go-Live support.
- Ensure successful integration of new processes, services, and business transitions.
- Collaborate with global teams to support strategic HR transformation and shared services initiatives.
Qualifications
- Bachelor's Degree in any discipline.
- 8-12 years of experience in HR Operations, HR Shared Services, Employee Services, or Human Resources administration.
- Minimum 3-5 years of experience in people leadership or operations management.
- Demonstrated experience managing multiple HR processes across the employee lifecycle.
- Experience supporting global HR operations, with US HR operations experience preferred.
- Strong experience in stakeholder management across multiple organizational levels.
- Experience leading transitions, including Due Diligence, Knowledge Transfer, Ramp-Up, Hypercare, and Go-Live activities.
- Experience with HRIS/HCM platforms such as Workday, SAP SuccessFactors, Oracle HCM, or equivalent systems.
Preferred Qualifications
- Experience working in Shared Services, Global Business Services (GBS), or BPO environments.
- Lean Six Sigma certification or experience in continuous improvement methodologies.
- Experience managing large teams and multiple functional workstreams.
- Exposure to HR transformation, automation, and digital initiatives.
- Experience supporting multi-country or global HR operations.
Key Competencies
- Strong people leadership and talent development capabilities.
- Exceptional stakeholder and relationship management skills.
- Strong business acumen and customer-focused mindset.
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- Proven ability to drive operational excellence and process improvements.
- Strong project and change management skills.
- High level of integrity and discretion when handling confidential information.
- Ability to manage competing priorities in a fast-paced, global environment.
- Results-oriented with strong ownership and accountability.
