Mô tả công việc
About the position
As a Manager, Shared Service Centre (SSC) HR Operations, you will support team members in Global HR Operations as they onboard professionals for our customers in more than 187 countries. The Manager, SSC HR Operations will support the on‑ and offshore teams in meeting the needs of our customers and professionals, continuing to make them love us.
What you will do
- Manage the EMEA SSC HR Operations team based in several countries (Poland, India, Romania, Philippines) and communicate across organizational departments.
- Lead and manage the end‑to‑end onboarding lifecycle for client‑supported professionals across diverse EMEA jurisdictions.
- Ensure smooth implementation of integrated and standard operations practices with key business partners (internal & external) on behalf of the Globalization Partners team.
- Serve as an operational escalation point, ensuring strict compliance with local labor laws, employment contracts, background checks, payroll and benefit enrollments.
- Work with legal, payroll and billing, local payroll provider, and benefits brokers for new employee onboarding.
- Provide successful service delivery achievement, ensuring OKRs (SLA, CSAT, FCR, etc.) are met or exceeded, and a high level of customer satisfaction.
- Work closely with in‑house HR expertise, Customer Support, Payroll, Finance, Legal and Tech team of advisors, ensuring seamless customer and professional experience.
- Collaborate with the Product and Engineering teams to translate operational pain points and workflow manual workarounds into platform feature requirements.
- Provide continuous operational feedback loops to ensure the core platform aligns with complex EMEA regulatory and service delivery demands.
- Drive key business transformation programs aimed at scaling operations, reducing time‑to‑onboard, and improving margin efficiency.
- Identify structural bottlenecks across regional operations and lead change management initiatives to standardize processes across EMEA sub‑regions.
What we are looking for
- Bachelor’s Degree or higher in International Business, Accounting, Law, HR, Finance, or relevant field of study.
- 5‑10 years of experience in HR Operations, including end‑to‑end employee lifecycle, in a fast‑paced, start‑up environment.
- Demonstrated experience in centralized HR shared service center operation management for the EMEA region.
- Strong leadership experience with ability to manage cross‑regional staff.
- Understanding of HR fundamentals in different locales.
- Flexibility to participate in international calls or meetings before or after normal business hours.
- Project management skills with ability to prioritize and manage competing tasks and deadlines.
- Strong proficiency with Zendesk and Salesforce; business analytical tools a plus.
- High level of interpersonal skills to handle sensitive and confidential situations; position continually requires demonstrated poise, tact and diplomacy.
- Excellent multi‑cultural experience; able to interact with diverse individuals and/or groups.
- Able to effectively problem‑solve, analyzing issues and creating action plans.
- Exceptional stakeholder management skills with fluent spoken and written English (additional EMEA languages are a bonus).
- Proven track record of leveraging AI‑powered analytics tools.
- Lean & Six Sigma experience a plus.
Benefits
- Generous paid parental leave.
- Flexible time off.
- Spending accounts.
- Medical, dental and vision insurance.
- Sabbatical after 5 years.
- Additional compensation: commission structure for sales roles; annual bonus for non‑sales roles.
Work environment
- Remote‑first teams.
- Diverse, inclusive culture.
- Opportunity to shape the future of work.