Global HR Shared Services Manager

Who We Are

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.

To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures-and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

What You'll Do

You will be a key member of our Global HR Shared Services Center (HRSSC), that’s redefining how we deliver world-class HR services-scaling operational excellence, driving innovation, and enhancing the employee experience across every touchpoint. You’ll collaborate with colleagues across multiple geographies and time zones, forming part of a close-knit global HR network that values teamwork, ownership, and continuous learning.

In this role, you’ll lead a mid-sized team and oversee the delivery of HR operations with a focus on quality, compliance, and continuous improvement. You’ll also act as a first point of escalation for complex queries, support process optimization efforts, and ensure performance targets are met through effective team management and process oversight.

Key responsibilities include but not limited to:

• Lead and oversee the delivery of all HR operational processes across the employee lifecycle (e.g., onboarding, offboarding, data updates) in alignment with global policies and local/regional compliance requirements and provide strategic direction to the team
• Working with the global/regional/local teams, you will lead on ensuring a best-in-class service, documenting processes, delivering on Core HR Operations performance mgmt. metrices, reporting and managing the service once agreed.
• Ensuring the team work together efficiently and maintain consistently high standards or quality, adhere to the defined processes
• Allocate work effectively to improve team productivity and ensure high efficiency, with mechanisms to measure performance metrics.
• Assisting the team when tasks or issues are escalated and aiming to resolve those with the end-user/requester in a timely manner w.r.t service request tickets, surveys, HR Letters, etc.
• Identifying opportunities to simplify, standardize, automate and optimize HR processes across multiple regions. Leading continuous improvement initiatives that enhance efficiency, service quality and employee experience.
• Building team capability through effective performance management, succession planning and ongoing development initiatives.
• You will enhance the development of the skills of the team, aiding the career development of your members by sharing regular, ongoing feedback through regular catch ups. You will be responsible for Appraisal process of your team ensuring feedback is sought from the end users and global stakeholders.
• Support readiness for internal and external audits by ensuring documentation and process adherence.
• Ensure data integrity and system accuracy, particularly within tools such as Workday and case management systems.
• Continuously evaluate the service portfolio with key stakeholders, using feedback and operational data to improve overall service.
• Build partnerships with stakeholders within business units, functional departments, and other teams.
• Work within culturally diverse teams, fostering relationships to drive consensus and alignment across stakeholder groups.

What You'll Bring

• Bachelor’s or Master’s degree in Human resources, Business Administration, Organizational Development or other related fields is required, Masters or Advanced degree preferred
• 8+ years of progressive experience in HR operations/Shared Services, including at least 3+ years of experience managing a team is essential.
• Deep understanding and strong knowledge of HR processes delivered out of a Shared Service or HR Operations set up.
• Ability to perform successfully in a fast-paced, intellectually intense, service-oriented and matrix-structured environment and to interpret rules and guidelines flexibly to enhance the business and in keeping with BCG’s values and culture
• Excellent communication skills (written and verbal) - ability to adapt communication upwards and downwards for appropriate levels of detail.
• Personal drive and positive work ethic to deliver results within tight deadlines and in demanding situations.
• Brings strong working knowledge of HR technologies and service delivery platforms, including systems such as Workday and ServiceNow, alongside practical experience applying process improvement methodologies to enhance efficiency, quality, and employee experience
• Flexibility in work hours to support a global team and diverse stakeholders.
• Experience working in a matrixed environment is a plus.

Additional info

You’re Good At

• Leading and managing day-to-day operations and service delivery while keeping an eye on continuous improvement opportunities.
• Strong ‘process’ thinking that connects the dots through its functional silos and delivers an impactful and effective experience.
• Leading, collaborating and supporting team members with clarity and consistency, creating a positive team dynamic.
• Fostering collaboration and team effectiveness through coaching, knowledge sharing, and a strong commitment to collective success across a global organization
• Creating meaningful experiences for every stakeholder through exceptional service - always aiming to exceed expectations and deliver with empathy and care.
• Communicating effectively with team members, stakeholders, and peers across different regions.
• Prioritizing tasks and maintaining accuracy in a fast-paced, service-oriented environment
• Solving operational challenges using sound judgment and a practical approach.
• Excellent attention to detail, organizational skills, and problem-solving capabilities.
• Ability to work effectively across time zones and cultures with a collaborative mindset.

"At BCG, our people and relationships are at the heart of everything we do. We believe that in-person collaboration plays an important role in our culture, mentorship, and professional development.

For this role, you will generally be expected to work from a BCG office or in person with clients on a regular basis (typically around 50% of working time), depending on business needs and in line with local policies and practices.

We aim to provide a dynamic and collaborative environment that fosters connection and teamwork."

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.

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