HR Career Map
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Shared Services Manager

The HR Shared Services Manager is responsible for developing and implementing a shared services model into the HR function, managing the HR information system, online recruitment, and self service, and reviewing and redesigning transactional HR processes using lean principles.
HR Role family: Solution architect
Salary range: $81,000 - 99,000Gross salary range estimation based on US salary benchmark data collected in 2022
Work experience: 6-12 yearsAverage minimum year of (relevant) work experience required for this role.

Key Responsibilities

Build a high performing HR Shared Services Team that drives results through a simple, easy to understand structure that makes HR adaptable and efficient
Demonstrate ability to drive ongoing improvements through standardizing, automating and consolidating processes in support of HR strategy goals. Identify problem areas in service delivery processes, troubleshoot issues and recommend solutions
Drive operational performance and service excellence within the HR Shared Service team and monitor performance of the team against defined performance/quality standards

Skills & Competencies

Benefits and Rewards
Builds Trust
Compensation
Data-Driven
Delivers through technology
Driven Results
Employee Health
HR Operations and Administration
HR Technology and Digital
Manages Conflict
Safety and Wellbeing
Sets direction
Solves Problems
Understands Customers

Career paths

Path 1
Path 2
Path 3
Shared Services Manager
Shared Services Executive
Chief People Officer (CHRO)
Shared Services Manager
Head of Digital HR
Head of Employee Experience
Shared Services Manager
People Analytics Head
Head of Digital HR

Training programs

Certificate Program

HR Business Partner 2.0

Intermediate | 46 hours

Take your rightful seat at the table with strategic business partner skills.

Certificate Program

HR Generalist

Beginner | 32 hours

Gain the skills you need to hire, engage, and develop your company’s most valuable asset — its people.

More details & resources

Template: Shared Services Manager

The HR Shared Services Manager is responsible for managing the shared services team and ensuring the delivery of high-quality HR services and support to internal customers. This includes overseeing HR operations, managing employee inquiries, developing and maintaining HR policies and procedures, and coordinating with other HR teams to ensure seamless delivery of HR services.

Key Responsibilities:

  • Manage the HR shared services team, including coaching, training, and developing team members to ensure the highest level of service delivery and customer satisfaction
  • Develop and maintain HR policies and procedures in compliance with legal and regulatory requirements
  • Ensure accurate and timely processing of HR transactions, such as employee data changes, new hires, terminations, and benefits administration
  • Collaborate with other HR teams to ensure seamless delivery of HR services
  • Continuously evaluate and improve HR processes and procedures to ensure efficiency and effectiveness
  • Provide support and guidance to employees on HR policies, procedures, and programs
  • Develop and deliver HR metrics and reporting to measure and monitor the effectiveness of HR shared services and identify opportunities for improvement
  • Manage the HR shared services budget and ensure resources are utilized effectively

Qualifications:

  • Bachelor's degree in Human Resources or a related field
  • 5+ years of experience in HR, with at least 2 years in a shared services role
  • Strong knowledge of HR policies, procedures, and best practices
  • Experience managing a team and leading through change management
  • Excellent communication and interpersonal skills, with the ability to work effectively with employees at all levels of the organization
  • Strong analytical skills and ability to use data to drive decision-making
  • Ability to manage multiple priorities and deliver results in a fast-paced environment
  • Experience with HR information systems and technologies

Detailed Responsibilities & Tasks

  • Manage the HR shared services team, including coaching, training, and developing team members to ensure the highest level of service delivery and customer satisfaction
  • Develop and maintain HR policies and procedures in compliance with legal and regulatory requirements
  • Ensure accurate and timely processing of HR transactions, such as employee data changes, new hires, terminations, and benefits administration
  • Collaborate with other HR teams to ensure seamless delivery of HR services
  • Continuously evaluate and improve HR processes and procedures to ensure efficiency and effectiveness
  • Provide support and guidance to employees on HR policies, procedures, and programs
  • Develop and deliver HR metrics and reporting to measure and monitor the effectiveness of HR shared services and identify opportunities for improvement
  • Manage the HR shared services budget and ensure resources are utilized effectively

Detailed Skills Description

  • HR Operations Expertise: Strong knowledge of HR processes, systems, policies, and procedures with experience in process improvement and optimization.
  • People Management: Ability to manage and lead a team of HR shared services staff, build effective relationships with other HR functions, and provide coaching and mentoring.
  • Customer Focus: Ability to understand the needs of various stakeholders, deliver high-quality services, and ensure customer satisfaction.
  • Project Management: Ability to manage complex projects, develop project plans, monitor progress, and deliver on time and on budget.
  • Change Management: Ability to lead and manage change initiatives, communicate effectively, and implement solutions to achieve organizational objectives.
  • Data Management: Ability to manage HR data, analyze and report on HR metrics, and provide insights to drive business decisions.
  • Technical Skills: Knowledge of HR management systems, payroll systems, and other relevant software applications.
  • Communication: Strong verbal and written communication skills to communicate effectively with stakeholders at all levels of the organization.
  • Problem Solving: Ability to identify, analyze and solve complex problems and recommend effective solutions.
  • Continuous Improvement: Strong focus on continuous improvement, innovation, and learning to enhance HR shared services delivery.

KPIs for this role

  • Service Level Agreements (SLAs): Ensuring that service level agreements are met or exceeded for all HR services provided to internal customers, such as recruitment, onboarding, employee data management, benefits administration, and employee relations.
  • Customer Satisfaction: Measuring customer satisfaction levels with HR shared services and continuously improving processes and services to increase customer satisfaction.
  • Process Improvement: Continuously improving HR processes to enhance efficiency, reduce cost, and increase quality.
  • Compliance: Ensuring compliance with all HR-related laws, regulations, and company policies in all areas of HR shared services.
  • Team Performance: Monitoring the performance of the HR shared services team, including productivity, quality of work, and adherence to company policies and procedures.
  • Cost Reduction: Identifying opportunities to reduce HR shared services costs, including process improvements, outsourcing, and automation.
  • Employee Retention: Ensuring that HR shared services contribute to employee retention by providing timely and accurate HR services and responding to employee inquiries and concerns promptly.
  • Training and Development: Developing and implementing training and development programs for the HR shared services team to enhance their skills and knowledge.
  • Data Accuracy: Ensuring the accuracy and integrity of employee data in the HR information system and reporting.
  • Vendor Management: Managing vendor relationships for HR shared services and ensuring that vendors meet service level agreements and comply with company policies and regulations