Manager - HRSS

Company Description

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland is seeking an experienced and dynamic professional to join us as a Senior Manager – HR Shared Services (HRSS) who will oversee and manage the delivery of HR Shared Services (HRSS)for a client, across multiple geographies, ensuring the seamless integration of global HR operations while tailoring processes to meet the needs of local markets. This role will be responsible for driving operational excellence, managing HR systems, and processes, ensuring compliance with both company policies and local regulations, and implementing quality frameworks to continuously improve service delivery. The position requires strong leadership, a deep understanding of multi-geo HR operations, and the ability to collaborate with various business units to enhance HR efficiency globally. The ideal candidate will serve as the primary point of contact for client interactions, escalations, and innovation initiatives, driving excellence in HR service operations across delivery centers in India, China, and Bulgaria.

Sutherland
Unlocking digital performance. Delivering measurable results.

Job Description

Leadership & Team Management:

• Provide strategic and operational leadership to the HR Shared Services (HRSS) team, ensuring efficient and high-quality service delivery.
• Lead HR operations across India, China, and Bulgaria while managing global HRSS, HRIS, and integration specialists.
• Build and develop a high-performing HRSS organization, providing mentorship, training, and career development opportunities to team members.
• Manage hiring, performance evaluations, and overall team development to maintain a skilled and engaged workforce.

Client & Stakeholder Management:

• Act as a strategic partner to clients, leading conversations, handling escalations, and ensuring alignment with client expectations.
• Act as a key liaison between HR Business Partners, other departments, and business stakeholders in different regions. Ensure that local HR needs are effectively communicated and supported while aligning with global HR strategy.
• Collaborate with internal and external stakeholders, including HR leadership, IT, finance, and other business functions, to streamline HR operations.
• Serve as a key liaison between HRSS and client leadership, ensuring consistent and high-quality service delivery.

HR Operations & Service Delivery:

• Lead and oversee the HRSS function across multiple regions, ensuring that local regulations and cultural nuances are reflected in the service delivery. Coordinate HR services across various geographies to ensure consistency, quality, and timeliness of HR services globally.
• Implement and manage quality frameworks, such as ISO, Six Sigma, or other relevant methodologies, to continuously assess and improve the HRSS processes. Ensure that HR services meet high standards for efficiency, compliance, and customer satisfaction.
• Drive adherence to KPIs and SLAs, identifying gaps and implementing process improvements.
• Lead the standardization and automation of HRSS processes to enhance efficiency and employee experience.
• Develop and manage global and regional reporting on key HRSS metrics, including service delivery, process efficiency, cost optimization, and employee satisfaction. Use this data to inform decision-making and identify areas for improvement.
• Ensure compliance with global HR policies, regulations, and best practices. Ensure HRSS operations are fully compliant with global and regional laws, industry standards, and company policies. Regularly review and update policies and procedures to stay ahead of changes in legislation across different regions.

Innovation & Process Improvement:

• Continuously assess and improve HRSS processes globally, ensuring that the services provided are efficient, effective, and adaptable to the needs of each region. Utilize best practices in HR operations and technology to optimize workflows and enhance user experience.
• Drive innovation initiatives within HRSS, leveraging automation, AI, and process improvements to enhance service efficiency.
• Collaborate with IT teams to manage HR systems and integrations, ensuring seamless HR technology enablement.
• Implement data-driven decision-making through HR analytics and reporting to optimize HRSS operations.

Compliance & Governance:

• Ensure that all HR processes and service delivery mechanisms comply with local legal requirements in respective countries.
• Establish governance frameworks to monitor and evaluate the effectiveness of HR service delivery.
• Implement risk management strategies to proactively address potential operational issues.

Qualifications

• Bachelor’s degree required; MBA with specialization in HR preferred.
• 9-10 years of experience in HR / Benefits Shared Services, with at least 5-7 years in a leadership role managing a global HRSS setup.
• Proven expertise in managing HR operations across multiple regions, including India, China, and Bulgaria.
• Strong knowledge of global HR processes & policies, including HR legal requirements across regions such as North America, Europe, and Asia.
• Experience in HRIS management, integration processes, and automation tools.
• Strong project management skills with experience in handling transitions and large-scale process improvements.
• Exceptional stakeholder management skills, with the ability to navigate complex client and internal relationships.
• Ability to manage multiple tasks simultaneously and work in a fast-paced environment.
• Excellent communication, leadership, and problem-solving abilities.
• Proactive approach to driving innovation and continuous process improvement.

Why Join Us?

• Opportunity to lead a global HR Shared Services team and drive impactful HR transformation initiatives.
• Work with a diverse and dynamic team in a fast-paced, growth-oriented environment.
• Exposure to cutting-edge HR technology, process automation, and AI-driven innovations.
• Competitive compensation and career growth opportunities within a global organization.

Additional Information

All your information will be kept confidential according to EEO guidelines.