Lead - Shared Services

Overview

Lead the HR Shared Services function across multiple countries, ensuring consistent service quality and employee experience. Own HR Shared Services operations in India, including people management for HRBP & Shared Services.

What you'll do

• Oversee employee inquiries covering benefits, policies, programs, time off, onboarding, offboarding, and payroll administration.
• Ensure HR Shared Services service levels and SLAs are met across regions.
• Monitor case volumes, response times, resolution quality, and trends; report performance and insights.
• Drive continuous improvement via process standardization, templates, and automation/simplification opportunities.
• Partner on Dovetail system technical management, supporting enhancements, testing, rollouts, and adoption.
• Lead implementation and adoption of AI tools and digital solutions for case handling, knowledge management, and reporting.

What you'll need

• 15+ years of HR experience.
• Strong experience in HR Shared Services / HR Operations / HR Service Delivery.
• Proven experience leading HR Operations/Shared Services teams in a global or multi-country environment.
• Strong experience in SLA/KPI management, service delivery, process improvement, and automation.
• Good understanding of India HR operations including payroll, benefits, policies, and employee lifecycle processes.
• Experience managing HR vendors and partnering with global HR stakeholders and senior leadership.
• Experience with HRIS/HR service delivery technologies including system enhancements and implementations.

Details

• Work location: Mumbai, India (work mode: Remote - India; also stated as In Office/Hybrid).
• Work hours: 12 to 9pm IST.