HR Shared Services Manager
Job Summary
Responsible for complex calls that require research for providing answers to inquiries regarding employee benefit programs, policies, or communications. Manages representatives of specialized segments of employee benefit services. Manages day to day personnel issues among team members
Education & Experience
Typically requires 8 -12 years experience in a related field and 2-3 years experience in a Lead Role
Typically College or university degree required
Responsibilities
Oversees multiple departments or functional areas within the HR operations function. Executes strategic initiatives to optimize HR service delivery, support organizational objectives, and drive business results. Leads cross-functional projects and initiatives in collaboration with other departments, leveraging their expertise and resources to achieve common goals. Analyzes HR data and metrics to identify trends, make data-driven decisions, and measure performance against key performance indicators. Ensures alignment with organizational goals, values, and priorities across HR operations, driving consistency and synergy. Provides leadership and guidance to managers and supervisors within their organization, fostering a culture of collaboration, innovation, and continuous improvement. Represents the HR function internally and externally, building and maintaining relationships with key stakeholders, partners, and vendors to support organizational objectives and enhance HR service delivery
Skills / Ability Generic (High Level)
Ability to lead cross-functional projects and initiatives in collaboration with other departments or teams. Skill in ensuring alignment of HR strategies, processes, and initiatives with overall organizational goals. Proficiency in analyzing HR data and metrics to make informed decisions and measure performance. Experience in driving innovation and continuous improvement initiatives within HR operations. Capability to lead transformational change efforts and manage resistance to change within the organization. Ability to build and maintain strategic partnerships with internal and external stakeholders to support HR objectives. Strong communication skills to effectively convey complex ideas and concepts to various audiences, including senior leadership. Skill in providing leadership and guidance to managers, supervisors, and staff within the HR operations function
Leadership Capabilities (People Leader) "M" Career Stream
Skill in leading cross-functional teams and projects, collaborating with other departments to achieve common goals. Capacity to foster a culture of innovation and creativity within the team, encouraging new ideas and approaches. Ability to align team objectives and activities with overall organizational goals and priorities
This role is responsible for driving service delivery performance, leading a distributed team, and ensuring consistent execution of global processes and standards , while identifying opportunities to improve efficiency, scalability, and employee experience across the U.S. and Latin America.
Responsibilities
- Lead the delivery of Employee Services across the Americas region, ensuring high-quality, consistent execution of employee lifecycle support, inquiries, and transactions
- Manage and develop a distributed team, building leadership capability, performance accountability, and a high-performing service culture across multiple locations
- Own regional service delivery performance, including SLAs, KPIs, case quality, and employee experience metrics
- Execute globally defined processes and standards, ensuring consistency and appropriate regional adaptation across the U.S. and Latin America
- Drive continuous improvement within the region, identifying trends, inefficiencies, and opportunities to enhance service delivery, and partnering with global teams to implement improvements
- Ensure accurate and timely processing of employee data in Workday and other HR related systems, maintaining strong data quality and operational discipline
- Drive adoption and consistent usage of employee self service ensuring adherence to established processes and data standards
- Partner with HRIS and technology teams to support implementation of system enhancements, automation, and AI-enabled solutions, and drive adoption across the region
- Collaborate with Centers of Excellence (e.g., Benefits, Employee Relations, Compliance) to ensure processes are executed in alignment with policies and regulatory requirements
- Ensure service delivery operations adhere to applicable labor laws, company policies, and audit requirements, including U.S. and Latin American regulatory considerations, escalating risks as needed
- Maintain and continuously improve SOPs and knowledge base content related to service delivery processes
- Analyze service trends and performance data to inform decision-making and recommend improvements
- Collaborate with global Employee Services leaders, providing regional insights and contributing to the evolution of the overall People Operations model
Qualifications
- 8-10+ years of HR experience in shared services or HR Operations
- Experience managing teams across the U.S. and/or Latin America
- Experience leading service delivery in a high-volume, process-driven environment
- Experience managing service delivery metrics (SLAs, KPIs, case quality)
- Familiarity with Latin America and Americas HR operations and regulatory environments (preferred)
- Experience supporting scaling or transformation of shared services operations
- Experience supporting adoption of automation or technology solutions
- Experience supporting adoption of data Analytics solutions
Key Competencies
- Operational leadership and execution
- Service delivery performance management
- Process improvement and standardization
- Data-driven decision-making
- Team leadership and development
- Stakeholder collaboration and influence
- Change management and adoption
- Customer and employee experience focus
- Advanced English
- Intermediate to Advance Portuguese (preferred)
Jabil, including its subsidiaries, is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, veteran status, or any other characteristic protected by law.