HR Manager, Shared Services

This position is responsible for overseeing all support services delivered by the SBS Employee Services North America HR Shared Services teams throughout the active span of an employee’s career. Core areas of responsibility include HR Cloud data administration, performance management support, policy and compliance administration, employee engagement processes, and the ongoing management of employment-related actions and inquiries. The team provides continuous support to employees, managers, and HR partners across the United States and Canada, ensuring accuracy, consistency, and a seamless employee experience.

In addition, this role is accountable for establishing, maintaining, and reinforcing cross‑divisional standards for all lifecycle support activities performed within the function. The position ensures that all processes are executed with a high level of quality, timeliness, and operational excellence, contributing to a cohesive and efficient HR service delivery model.

HR Shared Services operates from 8:30am EST to 5:00pm EST. This role will require flexibility to ensure team members and customers are supported during this time frame.

This role is not hybrid/remote and will report to our Hinckley Parkway location in Cleveland, OH. 

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company’s staff, employees, and business relationships.

CORE RESPONSIBILITIES AND TASKS                                                                          

STRATEGIC OPERATIONS, PROCESS OPTIMIZATION & SYSTEMS LEADERSHIP

• Manage a team, supporting all US and Canada employment management, in alignment with the department’s strategic direction, ensuring cohesive, high‑quality service delivery.
• Ensure all team members are fully trained in operational processes, policies, and systems, enabling first‑contact resolution for most employee and manager inquiries.
  Evaluate and collaborate with internal partners (SBS Operations, HRSS Data, Compliance, Process Improvement) to identify and implement process improvements and automation opportunities consistent with a Global Business Services (GBS) model.
• Lead change management efforts for new systems or process enhancements, including developing documentation, supporting adoption across HRSS, and communicating effectively with HR stakeholders.
• Partner with HR leadership and Centers of Excellence to propose, implement, and monitor the effectiveness of organizational change initiatives.
• Partner with divisional leadership to gather insights and identify opportunities to enhance processes, improve service delivery, and evaluate additional activities that can be centralized within Shared Services to drive greater efficiency and consistency.
• Partner with third‑party vendors to achieve high service performance, and engage internal and external stakeholders to address and resolve ongoing service issues.

SERVICE DELIVERY & EMPLOYEE LIFECYCLE OPERATIONS

• Ensure consistent, high‑quality service delivery across the team by meeting or exceeding all SLAs and providing ongoing coaching, quality monitoring, and operational oversight to drive performance excellence.

• Ensure team members are subject matter experts in Core HR transactions such as performance appraisals and merit administration, employment changes (including but not limited to promotions, department or location changes, and salary and incentive changes), Employment Verification, Legal and internal file requests, employee file management and employment data audits.

• Oversee U.S compliance governance (AAP/EEO/State), reporting assurance and audit readiness, in partnership with the Compliance Supervisor, Legal and ER.
• Oversee creation, maintenance, and governance of Standard Operating Procedures (SOPs) for all areas of responsibility to ensure standardization and operational clarity.
• Foster a culture centered on customer service excellence, operational efficiency, and continuous improvement.
• Partner with Employee Relations and Legal teams as needed to support timely and compliant handling of employment‑related matters.
• Ensure team-wide adherence to established HR policies by driving awareness, serving as a knowledgeable resource, and supporting consistent application of policy standards.
• Lead resolution of escalated issues, ensuring timely follow‑up, root‑cause identification, and implementation of corrective measures.

TALENT LEADERSHIP & PERFORMANCE

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