Lead - Shared Services

Work Location: Mumbai, India

Work Mode: In Office/Hybrid

Work Hours: 12 to 9pm IST

Key Responsibilities:

HR Shared Services

Foster collaboration and knowledge sharing across regions, promoting consistency while respecting local requirements.

Ensure service levels and SLAs are consistently met across all regions.

Monitor case volumes, response times, resolution quality, and trends

Prepare monthly and ad-hoc reports on Shared Services performance, SLAs, and employee inquiries.

Analyze data to identify trends, risks, improvement areas, and opportunities for automation or simplification.

Present insights and recommendations to HR leadership and key stakeholders.

Drive continuous improvement of HR Shared Services processes to increase efficiency, accuracy, and employee satisfaction.

Promote standardization of processes, templates, and responses where possible.

Partner closely with the corporate/central team responsible for the technical management of the Dovetail system.

Support system enhancements, testing, rollouts, and user adoption.

Lead the implementation and adoption of AI tools and digital solutions within HR Shared Services.

Support and train teams on using AI to improve case handling, knowledge management, and reporting.

India Shared Services Management (Direct Responsibility)

Serve as an escalation point for complex or sensitive employee issues in India.

Ensure service quality, SLA adherence, and operational effectiveness for the India Shared Services function.

Oversee onboarding and offboarding processes as part of the Shared Services function in India.

Own and manage HR policies for India, including updates, compliance, and ongoing improvements.

Strong understanding of HR service delivery models, case management, SLAs, KPIs and operational governance.

Manage employee benefits and HR programs in India, including vendor relationships, negotiations, and annual renewals.

Oversee payroll administration in India, ensure payroll accuracy, timeliness, and compliance.

Manage the relationship with the payroll vendor, including performance monitoring and issue escalation.

Lead HR Shared Services-related due diligence activities for new acquisitions in India.

Support post-acquisition integration, including onboarding, policies, benefits, payroll, and Shared Services setup.

Proven experience in leading, coaching and developing HR Operations / Shared Services teams.

Ability to manage team performance, capacity planning, workload allocation and service delivery.

Experience providing professional/functional leadership to teams outside the direct reporting structure.

Ensure smooth transition and alignment with global HR practices.

Requirements & Qualifications:

15+ years of HR experience, with strong experience in HR Shared Services / HR Operations / HR Service Delivery.

Proven experience leading HR Operations/Shared Services teams in a global or multi-country environment.

Strong experience in SLA/KPI management, service delivery, process improvement and automation.

Good understanding of India HR operations, including payroll, benefits, policies and employee lifecycle processes.

Experience managing HR vendors and partnering with global HR stakeholders and senior leadership.

Experience with HRIS / HR service delivery technologies, including system enhancements and implementations.

Strong analytical, stakeholder management and problem-solving skills, with the ability to drive operational improvements.

Exposure to M&A/integration and AI/digital HR solutions would be an advantage.

Why Join Us

Comprehensive Health Insurance Coverage for employees and dependents.

National and Festival Holidays, along with generous paid leave policies promoting work-life balance.

Lifestyle Rewards & Recognition Program – celebrating milestones, achievements, and contributions.

Learning and Development Opportunities through global training programs, mentorship, and leadership accelerators.

Be part of a global organization with a culture rooted in respect and continuous growth.

Work with a dynamic leadership team that values innovation and people development.

Opportunity to shape the HR function and directly impact organizational success.

Inclusive, transparent, and empowering environment with room for creativity and career advancement.

The above statements are intended to describe the general nature and level of work being performed

by people assigned to this job. It is not designed to be utilized as a comprehensive list of all duties,

responsibilities, and qualifications required of employees assigned to this job.

Working Environment:
This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Periods of stress may occur.

This role may occasionally encounter Protected Health Information, Personal Identifiable Information or Privacy Records, and it is essential that all employees adhere to confidentiality requirements as outlined in the Employee Handbook and Harris’ Security and Privacy policies, as well as apply the concepts learned in the annual Security Awareness training.