The HR Shared Services Manager leads the HR Shared Services function to deliver accurate, efficient, and compliant HR operations across the organisation. The role ensures strong service delivery, reliable HR data, and effective management of compensation, rewards, and benefits programs, while driving process improvements, compliance, and a high-performing shared services team.
RESPONSIBILITIES
HR Operations & Service Delivery
- Lead end-to-end HR shared services including employee records management, contracts, confirmations, leave administration, exits, and HR documentation.
- Establish and maintain clear service standards, SLAs, and turnaround times for HR services.
- Act as escalation point for complex operational HR issues.
Compensation & Benefits
- Provides subject-matter expertise on compensation and benefits, including job grading, salary structures, benefits administration, and cost management.
- Partners with stakeholders to manage benefits programmes, support renewals and negotiations, and ensure cost efficiency and compliance.
- Uses compensation and benefits data to support budgeting, forecasting, and people-related decision-making.
Data Management, Reporting & Insights
- Own the accuracy, integrity, and governance of HR data across systems and trackers.
- Produce regular HR reports and dashboards to support leadership decision-making.
- Strengthen data discipline and standardisation across the HR function.
Compliance & Risk Management
- Ensure compliance with labour laws, internal policies, and audit requirements.
- Maintain accurate employee files and statutory documentation.
- Support internal and external audits related to HR processes.
- Process Improvement & Automation
- Review, standardise, and continuously improve HR shared services processes.
- Identify opportunities for automation, digitisation, and efficiency gains.
- Partner with IT and vendors on HR systems and tools.
Stakeholder & Service Management
- Partner with HR Business Partners, Facilities, Talent Management and Finance to ensure seamless service delivery.
- Manage employee and manager expectations on HR processes and timelines.
- Drive a strong customer-service mindset within the team.
Team Leadership & Capability Building
- Lead, coach, and develop the HR Shared Services team.
- Set clear goals, performance measures, and accountability.
- Build depth, structure, and resilience within the team.
Professional Certification (Preferred)
- SHRM-CP / SHRM-SCP, CIPM, or equivalent.
Key Success Measures
- Accurate, timely, and compliant HR service delivery across all shared services functions.
- Reliable HR data and reporting that informs leadership decisions.
- Effective management of compensation, rewards, and benefits programs, ensuring competitiveness and cost efficiency.
- High stakeholder satisfaction across employees, line managers, and leadership.
- Reduced operational risk, errors, and audit findings.
- Continuous improvement in HR processes, automation, and service efficiency.
- A high-performing, motivated, and capable HR Shared Services team.
Qualifications
- Bachelor’s degree in Human Resources, Business Administration, or a related field.
- 8–10 years of HR experience, with at least 3 years in HR operations or shared services leadership, preferably within the banking/financial services industry.
- Strong experience managing HR data, reporting, and compliance in a medium to large organization, ideally within the financial services industry.
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