WHAT YOU'LL DO
As a Senior Manager, HR Shared Services, you will lead the development and implementation of performance frameworks, quality standards, and governance practices across the Delhi, Costa Rica, and Lisbon hubs. You will foster strong stakeholder relationships, drive continuous improvement, and ensure compliance and operational excellence, leveraging your expertise in HR operations, process optimization, and advanced communication skills. With a focus on building a high-performance, collaborative work culture, you will support strategic initiatives and business continuity while aligning with BCG’s values and culture.
Roles and responsibilities Provide the foundation to define, measure, and improve operations across HRSSC Delhi, Costa Rica and Lisbon Hubs. Support on setting up expectations with key business stakeholders (incl. BCG local office HR teams) Develop a framework to measure HRSSC performance, including SLAs, KPIs, and associated metrics. Monitor and report on key performance metrics to demonstrate value creation. Maintain the Service Catalogue and Metrics framework, ensuring new transitions align with existing standards. Collaborate to define quality standards, close gaps, and ensure continuous improvement. Analyze process data to recommend practices that boost productivity and efficiency. Plan and execute strategies, identifying root causes of operational issues. Identify and implement improvement levers for service quality across HR shared services hubs. Build relationships with the HRSSC team and stakeholders for better efficiency and responsiveness. Implement a comprehensive HRSSC Governance Framework to ensure compliance and standardization. Manage stakeholder relationships, communications, and feedback mechanisms. Ensure governance practices are in place, including business continuity planning. Identify and execute opportunities to expand service activities based on stakeholder feedback. Support operational implementation of migration efforts and communication dissemination.
YOU'RE GOOD AT
Forging strong partnerships and influencing key stakeholders through effective business partnering. Exhibiting strong leadership and management skills with a focus on improving performance, services, and outcomes. Taking initiative, using sound judgment to prioritize issues, and working effectively with minimal direction. Demonstrating advanced communication skills, including oral, written, and active listening. Driving change through collaboration and strong interpersonal skills. Building a high-performance, collaborative work culture by leveraging diverse talent. Thriving in a fast-paced, intellectually intense, service-oriented environment, and interpreting rules and guidelines flexibly to enhance the business while aligning with BCG's values and culture. Your Strengths Include Proven experience in HR operations, process optimization, or a similar role in a complex organizational setting. Strong understanding of HR systems, preferably ServiceNow, and data-driven HR practices. Excellent analytical and problem-solving skills. Superior communication and interpersonal skills.
YOU BRING (EXPERIENCE & QUALIFICATIONS)
Bachelor’s degree in Human Resources, Business Administration, or related field 12 years+ of proven experience in quality analysis/assurance, in HR Excellent analytical skills and attention to detail Competence to manage data with utmost confidentiality and integrity Ability to work effectively across multiple regions and cultural boundaries Proficiency in Workday, Service Now and Microsoft Office applications
YOU'LL WORK WITH
Global HR Shared Services Director, HR Shared Services Hub Leads for Delhi, Costa Rica and Lisbon, Regional HR teams & other HR POCs across global locations.