HR Shared Services Manager
About the Role
We are seeking an experienced HR Shared Services Manager to lead the delivery of centralized HR operations and employee services support within our Global Operations Center in Manila.
This role is responsible for managing HR service delivery operations supporting employees, managers and HR stakeholders across global regions. The position oversees HR case management, employee lifecycle administration, process improvement initiatives and team performance while ensuring high-quality service delivery through Workday, ServiceNow and other HR systems.
The successful candidate will bring strong experience in HR shared services operations, stakeholder management and people leadership within a fast-paced multinational or shared services environment.
Please note that the internal job title for this role is Manager, Service Delivery.
Key Responsibilities
HR Operations & Service Delivery- Lead the end-to-end delivery of HR shared services and employee support operations
- Manage HR administration, employee data maintenance, case management and HR query resolution
- Ensure timely and accurate support for employees, managers and HR stakeholders across global regions
- Drive SLA, KPI and service quality performance across the team
- Handle escalations and complex employee cases with professionalism and confidentiality
- Partner with HR Centers of Expertise and HR Operations teams to improve and standardize processes
- Support migration, transition and stabilization of new HR processes and services
- Identify process improvement opportunities and drive operational efficiencies
- Utilize Workday and ServiceNow to support HR operations and employee services delivery
- Maintain strong understanding of Workday workflows and HR transaction processes
- Ensure accurate processing and maintenance of employee data within HR systems
- Support continuous improvement of HR systems usage, workflows and knowledge management
- Build strong relationships with HR stakeholders, business leaders and cross-functional teams
- Provide operational leadership and guidance to the HR service delivery team
- Manage team performance, workload allocation, coaching and development
- Foster a collaborative, high-performing and service-oriented team culture
- Support training and upskilling initiatives to strengthen HR operations capabilities
- Bachelor’s Degree in Human Resources, Business Administration or related field
- Minimum 5 years of experience in HR Operations, HR Shared Services or HR Service Delivery
- At least 3 years of people management or supervisory experience
- Strong hands-on experience with Workday is required
- Experience supporting employee lifecycle processes within a shared services environment
- Strong understanding of HR workflows, case management and HR operational processes
- Experience using ServiceNow or other HR ticketing/case management platforms is preferred
- Strong stakeholder management and relationship-building skills
- Excellent communication and leadership capabilities
- Experience working within multinational, shared services or professional services environments is highly preferred
- Amenable to hybrid work setup and flexible shifting schedules based on business requirements (3x per week onsite and Mid-Shift)