Supervisor, Human Resources

Job Description

THE ROLE

The Human Resources Shared Services (HRSS) Team Leader is responsible for overseeing the day-to-day operations of the HR Shared Services team, ensuring efficient delivery of HR services, high-quality customer support, and compliance with HR policies and procedures. This role acts as a key liaison between HR, employees, and business units, driving continuous improvement and operational excellence.

PRINCIPLE DUTIES & RESPONSIBILITIES
•    Lead, coach, and develop a team of HR Shared Services professionals to deliver high-quality, consistent HR support.
•    Oversee the execution of core HR processes such as onboarding, offboarding, employee data management and administration, general inquiry support, leave guidance and admin support, and various compensation processes.
•    Monitor service level agreements (SLAs), key performance indicators (KPIs), and ensure timely resolution of employee queries and cases.
•    Ensure compliance with internal policies, data privacy regulations, and employment laws.
•    Collaborate with HR Centers of Excellence (COEs), HR Business Partners, and Payroll to ensure seamless service delivery.
•    Identify and implement process improvements and automation opportunities to enhance service efficiency and employee experience.
•    Support audits, reporting, and data validation activities as required.
•    Manage escalations and complex cases, ensuring appropriate resolution and communication.
•    Contribute to the development and documentation of standard operating procedures (SOPs) and knowledge base content.

KNOWLEDGE, SKILLS, & EXPERIENCE:
•    Bachelor’s degree in human resources, business administration, or a related field.
•    4+ years of experience in HR operations or shared services, with at least 1–2 years in a supervisory or team lead role.
•    Strong knowledge of HR processes, systems (e.g., Workday, SAP), and service delivery models.
•    Excellent leadership, communication, and interpersonal skills.
•    Strong analytical and problem-solving abilities.
•    Experience working in a fast-paced, service-oriented environment.
•    Familiarity with case management tools and ticketing systems (e.g., ServiceNow) is a plus.

PREFERRED SKILLS: 
•    Experience in a global or regional HR shared services environment.
•    Lean Six Sigma/Agile or process improvement certification.
•    Proficiency in data reporting and HR metrics.

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