Operations Manager (HR Services)

Job Summary

The Operations Manager – HR Shared Services is responsible for leading and optimizing the centralized HR service delivery model across the organization. This role ensures efficient, standardized, and compliant HR operations covering employee lifecycle processes, HR administration, payroll coordination, HR systems, and service support.

The role focuses on driving service excellence, operational efficiency, data integrity, and continuous improvement while ensuring alignment with corporate HR strategy and business objectives.

Function & Responsibilities

1. HR Service Delivery Management

• Oversee end-to-end HR shared services operations including onboarding, offboarding, employee records management, documentation, payroll coordination, leave administration, and benefits support.
• Ensure delivery of HR services in line with defined Service Level Agreements (SLAs).
• Monitor service performance metrics and improve turnaround times.
• Standardize processes across business units to ensure consistency.

2. Process Optimization & Continuous Improvement

• Develop, review, and implement HR SOPs and workflows.
• Identify inefficiencies and drive process automation.
• Implement Lean/continuous improvement initiatives within HR operations.
• Lead HR systems optimization (HRIS, employee self-service platforms).

3. HR Systems & Data Management

• Ensure data accuracy, integrity, and confidentiality within HRIS.
• Oversee reporting and analytics for HR leadership.
• Drive digital transformation within HR operations.
• Maintain audit-ready employee records.

4. Compliance & Governance

• Ensure HR operations comply with labor laws, internal policies, and corporate governance standards.
• Manage audits related to HR documentation and processes.
• Mitigate operational and compliance risks within HR services.

5. Stakeholder & Business Partnering

• Serve as the primary operational liaison between HR Business Partners and business units.
• Collaborate with Finance for payroll accuracy and headcount reporting.
• Provide operational HR insights to leadership for workforce planning.
• Address employee service-related escalations effectively.

6. Team Leadership & Capability Building

• Lead and supervise the HR Shared Services team.
• Set clear KPIs and performance standards.
• Coach and develop team members to build operational excellence.
• Foster a customer-centric HR service culture.

Requirements

Education

• Bachelor’s degree in HR, Business Administration, or related discipline.
• Professional certification (CIPM, SHRM, HRCI) is an added advantage.
• MBA is an added advantage.

Experience

• 6 – 10 years of progressive HR experience.
• Minimum 3 years in HR operations or shared services environment.
• Experience managing HRIS and large employee data systems.
• Experience in structured, multi-business or corporate environment preferred.