Job Description
The Senior Manager is responsible for providing operational, people, and process leadership across Global Business Services Center (GBSC) teams.While anchored within US Operations, this role will also work across central enterprise AI, Data, and Cloud teams to support centralized processes
This role serves as the primary coordination point for HR operations, employee engagement, workforce management, IT issue escalation, and cross-functional communication with US-based leaders. This position also carries explicit accountability for stabilizing approvals, restoring morale, and ensuring continuity of critical GBSC processes
Responsibilities
- Provide day-to-day leadership, coaching, and support to GBSC team members and GBSC people-managers.
- Provide proactive check-ins to understand how team managers and teams are doing and take needed actions.
- Partner with US-based managers and leadership to address GBSC workforce concerns, questions, and initiatives.
- Provide o pportunities for regular check-ins and a serve as a supportive person to discuss team dynamics or concerns with while providing guidance on developing effective people management skills
- Serve as central contact point to seek/help collaborate with HR to get clear direction and coaching for HR matters such as hiring, termination, performance management, onboarding, and offboarding of resources.
- Maintain clear documentation of processes, approval ownership, escalation paths, and knowledge transfer to prevent single points of failure.
- Provide guidance and escalation support to managers on performance management and low-performer actions in partnership with HR.
- Ensure appropriate system access, approvals, and backup approvers are in place to avoid operational delays. Add examples – HALO/Easyvista
- Lead employee engagement efforts including regular check-ins, team meetings, morale initiatives, and office events.
- Keep US Managers included in Morale initiatives and office events and keep them looped in planning if they choose to decide so.
- Point of contact for escalation and coordination between GBSC executive team and US Management/ central enterprise AI, Data, and Cloud teams
- Serve as the primary owner for HR administrative processes, first point of contact including timecards, PTO approvals, regularization, performance evaluations, promotions, and compensation adjustments.
- Coordinate quarterly evaluation cycles, bonus communications, and annual performance review processes.
- Act as the central escalation point for IT-related employee issues including VPN access, laptop provisioning, equipment requests, and system outages.
- Coordinate communication and response during outages, security deployments, system upgrades, and mandatory compliance activities.
- Support recruiting operations including Smartsheet tracking, job description updates, JD grading first point of contact, and coordination with HR and leadership and maintaining benefits descriptions for US Managers.
- Responsible for hiring support and keeping low attrition levels at GBSC
Qualifications
Education
Bachelor's degree required; advanced degree preferred. Relevant experience in operations, people leadership, or shared services environments strongly preferred.
Knowledge And Skills
- Strong people leadership and stakeholder management skills, particularly supporting distributed and offshore teams.
- Working knowledge of HR processes including performance management, compensation, and employee relations.
- Ability to coordinate cross-functional teams including HR, IT, Security, Compliance, and US-based leadership.
- Strong communication skills, both written and verbal.
- Experience managing operational workflows, approvals, and escalation paths.
- Organizational skills with ability to manage multiple priorities in a high-volume environment.
- Comfort working with tracking tools such as Excel and Smartsheet.
Experience
- 7+ years of experience in operations, people management, shared services, or a related leadership role.
- Demonstrated experience supporting large, diverse teams in a GBSC or similar environment.
- Experience coordinating HR and IT operational processes.
- Proven ability to manage organizational change and workforce transitions.
- Experience partnering with US-based leadership teams.
