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At Graphic Packaging International, we produce the paper cup that held your coffee this morning, the basket that transported those bottles of craft beer you enjoyed last weekend, and the microwave tray that heated your gourmet meal last night. We’re one of the largest manufacturers of paperboard and paper-based packaging for some of the world’s most recognized brands of food, beverage, foodservice, household, personal care and pet products. Headquartered in Atlanta, Georgia, we are collaborative, diverse, innovative individuals who create inspired packaging while giving back to our communities. 

 

With over 25,000 employees working in more than 130 locations worldwide, we strive to be environmentally responsible in our industry and in the communities where we operate. We are committed to workplace diversity and offer compensation and benefits programs that are among the industry’s best to reward the talented people who make our company successful.

 

If this sounds like something you would like to be a part of, we’d love to hear from you.

 

A World of Difference. Made Possible.

 

Graphic Packaging International (GPI) is on a journey to transform its Human Resources (HR) department and enhance the services provided to our most valuable asset—our employees. The HR Shared Services Manager oversees the efficient operation of the HR shared services function, focusing on managing HR transactions while ensuring accurate data entry and maintenance. The manager will escalate issues to the various HR Centers of Excellence (COE), including the HR Information Systems (HRIS) team, when necessary. This role is essential for delivering high-quality, consistent HR services and ensuring that HR processes are executed efficiently and in compliance with company policies and regulatory requirements. The ideal candidate should be detail-oriented, highly organized, and experienced in managing contact center telephony and case management systems, and process improvement initiatives.

 

RESPONSIBILITIES

 

HR Transactions and Data Management:

Oversee the processing of HR transactions in SAP-Payroll, SAP-SuccessFactors, and Dayforce. Ensure timely execution of transactions in compliance with company policies and legal regulations. Ensure data integrity through accurate and consistent data entry, regular audits, and reconciliation activities. Collaborate with HRIS, HR COEs, and HR business partners to resolve transactional issues and ensure seamless service delivery. Maintain confidentiality and security of employee data in accordance with data protection regulations.

 

Team Leadership, Development and Collaboration:

Lead, mentor, and develop a team of HR shared services analysts, fostering a collaborative and high-performance culture. Provide overall prioritization of work assignments and manage team resources, including staff schedules, quality of service monitoring, and responding to escalations. Collaborate with cross-functional teams (e.g., Payroll, IT, Legal) to streamline processes and ensure cohesive HR service delivery. Collaborate with the HR COEs and HR business partners to identify work to transition into the HR Shared Services Center.  Create and maintain knowledge base articles such as process workflows, standard operating procedures (SOP), job aids, and employee lifecycle process content.  Work with HRIS and the HR COEs, to understand upcoming program/process changes and train HR Shared Services teams accordingly.

Service Quality and Metrics:

Maintain a strong focus on customer (employee) satisfaction by ensuring that issues are resolved promptly. Analyze feedback to identify opportunities for improving the employee experience and implement necessary actions.  Establish and monitor key performance metrics in ServiceNow related to team performance and recommend actions to enhance the employee experience.

REQUIRED SKILLS & QUALIFICATIONS

Bachelor’s degree or equivalent in business, human resources management, or relevant field of study. Five years of experience managing HR Service Delivery functions.  Comprehensive knowledge of HR systems and technologies, particularly in Contact Center Telephony, Service Center Case Management, and Knowledge Management. Experienced in developing service level agreements (SLAs), key performance indicators (KPIs), and insightful service center analytics. Solid understanding of HR Service Center tiers, roles, and responsibilities. Proven ability to prioritize workloads and balance diverse tasks while effectively managing pressure and demands from multiple customers and competing priorities.  Demonstrated skill in building strong partnerships with individuals at all levels within the organization. Ability to communicate, coach, and influence both internal and external stakeholders. Strong follow-through skills and ability to resolve issues promptly.
 

PREFERRED QUALIFICATIONS

Experience with SuccessFactors and ServiceNow HR Service Delivery Experience in process optimization and continuous improvement PHR, SPHR, or SHRM Certification

 

Pay Range:   $95,325.00 - $127,100.00

 

Graphic Packaging is an Equal Opportunity Employer. All candidates will be evaluated on the basis of their qualifications for the job in question. We do not base our employment decision on an employee's or applicant's race, color, religion, age, gender or sex (including pregnancy), national origin, ancestry, marital status, sexual orientation, gender identity, genetic identity, genetic information, disability, veteran/military status or any other basis prohibited by local, state, or federal law. Click here to view the Poster, EEO is the Law.

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