Manager Shared Services job at A Private Company

JOB CONTEXT

The position is responsible for managing and driving the HR Shared Service offerings and strategy and the overall management of the Shared Services by ensuring operational excellence. Core to this role is the ability to consult and work with various stakeholders within a changing environment and the ability to build effective relationships with key stakeholders whilst delivering effectively on the required service level agreements. Critical to this role is the effective management of risks and the adherence to applicable legislation and group governance. From a leadership perspective, this role requires the incumbent to inspire, coach and develop staff. This role also includes providing a supporting role to the Head HR in the delivery of the HR operating model.

BUSINESS AND FINANCIAL OUTCOMES

Purpose: Ensure cost‑effective, timely, and accurate delivery of HR Shared Services that supports business continuity, financial integrity, and operational efficiency.

Responsibilities

• Deliver HR Shared Services outputs in line with agreed service offerings and SLAs to support business operations.
• Drive payroll accuracy, timeliness, and completeness, ensuring staff are paid correctly and on time in partnership with Centre.
• Manage payroll calendars, cut‑off dates, and dependencies with Finance, Centre, and third‑party providers.
• Ensure payroll reconciliations (monthly and annual) for tax, statutory deductions, suspense accounts, and third‑party payments are completed, signed off, and filed.
• Manage negative net processes and recovery of monies owed to the Bank.
• Ensure international assignee (IA) cost recharges are understood, tracked, and actioned monthly.
• Support annual reward review processes, including increases and market data inputs.
• Manage financial administration related to learning and development interventions (where applicable). Support implementation of HR projects and change initiatives impacting Shared Services, including testing and business readiness activities.
• Prioritise operational deliverables in line with the Shared Services strategy and change agenda.

Outcome focus

• SLA achievement rates
• Payroll accuracy and on‑time payment
• Zero unresolved payroll reconciliations
• Effective cost recovery and financial controls
• Successful delivery of HR projects impacting Shared Services

PEOPLE OUTCOMES

Purpose: Support the building a capable, engaged, and high‑performing HRBP teams that delivers consistent, quality HR services.

Responsibilities.

• Set clear SLA expectations and strategic goals between all Centres of Excellence in HR
• Audit quality of staff KPIs in My-HR and work with HRBPs to improve the quality of goals aligned to the overall bank’s strategic intent
• Acts as a bridge between HR Business Partners, Centers of Expertise, and employees
• Enables HR to shift from transactional work to more strategic, value‑adding activities
• Drive effective change management within the team during process, system, or organisational changes.
• Embed a culture of continuous improvement, accountability, and service excellence..

Outcome

• Strong employee experience and engagement.
• Sustainable leadership and talent pipeline.
• Reduced regretted attrition and people risk.

RISK, CONTROLS & GOVERNANCE

Purpose: Ensure strong governance, compliance, and risk management across all HR Shared Services operations.

Responsibilities

• Ensure all HR processes comply with Group policies, local legislation, and governance standards.
• Implement and maintain effective quality assurance controls across Shared Services processes.
• Ensure SAP HCM is used as the primary system of record for HR and payroll transactions.
• Ensure accurate, complete, and compliant employee data management aligned to legislative reporting requirements.
• Manage document management and storage in compliance with data privacy, retention, archiving, and destruction requirements.
• Ensure safe, secure, and auditable filing of employee documentation.
• Ensure exit administration is completed in line with Group policies, including recovery of monies owed and statutory notifications.
• Ensure payroll controls are in place to identify, manage, and mitigate operational and financial risks.
• Ensure tax, statutory payments, and reporting obligations are met accurately and on time.
• Coordinate internal and external audits and ensure timely provision of required information.
• Act as Shared Services change and risk custodian for HR projects and process changes.

Outcome focus

• Audit outcomes
• Compliance breaches (zero tolerance)
• Data accuracy and integrity
• Effectiveness of controls and Quality Assurance processes

4) CUSTOMER EXPERIENCE (Internal & External)

Purpose: Deliver a consistent, responsive, and trusted HR Shared Services experience for employees, managers, and stakeholders.

Responsibilities

• Build and maintain trusted relationships with key stakeholders across the business.
• Ensure client expectations are met through adherence to defined service offerings and SLAs.
• Document, negotiate, and manage SLAs and service contracts required to support HR service delivery.
• Act as the first‑line or escalation point for HR query resolution, operating a “one‑stop shop” Shared Services model.
• Define, implement, and manage the HR query management process, ensuring all queries are logged, tracked, and resolved within agreed SLAs.
• Ensure appropriate use of channels and escalation paths for efficient query resolution.
• Promote Tier 0 self‑service solutions to enhance user experience and reduce manual intervention.
• Manage onboarding, offboarding, and international assignee administration to ensure a seamless employee lifecycle experience.
• Establish and manage relationships with third‑party providers (pre‑employment checks, benefits, payroll, IA support).
• Provide administrative and logistical support for learning and development initiatives (where applicable).

Outcome focus

• Stakeholder satisfaction
• Query resolution turnaround times
• SLA compliance
• Reduction in escalations and repeat queries

Experience & Qualifications

• Bachelor’s degree in HR, Economics, Law, Finance related fields of study.
• At least 4-5 years’ experience, ideally in HR function
• Sound understanding of labor laws.
• Experience working with senior management team within the bank.
• Exposure handling change management projects.
• Experience in a Business Partnering role.
• Proficiency in HR Analytics, data and AI.

• Deliver HR Shared Services outputs in line with agreed service offerings and SLAs to support business operations.
• Drive payroll accuracy, timeliness, and completeness, ensuring staff are paid correctly and on time in partnership with Centre.
• Manage payroll calendars, cut‑off dates, and dependencies with Finance, Centre, and third‑party providers.
• Ensure payroll reconciliations (monthly and annual) for tax, statutory deductions, suspense accounts, and third‑party payments are completed, signed off, and filed.
• Manage negative net processes and recovery of monies owed to the Bank.
• Ensure international assignee (IA) cost recharges are understood, tracked, and actioned monthly.
• Support annual reward review processes, including increases and market data inputs.
• Manage financial administration related to learning and development interventions (where applicable). Support implementation of HR projects and change initiatives impacting Shared Services, including testing and business readiness activities.
• Prioritise operational deliverables in line with the Shared Services strategy and change agenda.
• Set clear SLA expectations and strategic goals between all Centres of Excellence in HR
• Audit quality of staff KPIs in My-HR and work with HRBPs to improve the quality of goals aligned to the overall bank’s strategic intent
• Acts as a bridge between HR Business Partners, Centers of Expertise, and employees
• Enables HR to shift from transactional work to more strategic, value‑adding activities
• Drive effective change management within the team during process, system, or organisational changes.
• Embed a culture of continuous improvement, accountability, and service excellence..
• Ensure all HR processes comply with Group policies, local legislation, and governance standards.
• Implement and maintain effective quality assurance controls across Shared Services processes.
• Ensure SAP HCM is used as the primary system of record for HR and payroll transactions.
• Ensure accurate, complete, and compliant employee data management aligned to legislative reporting requirements.
• Manage document management and storage in compliance with data privacy, retention, archiving, and destruction requirements.
• Ensure safe, secure, and auditable filing of employee documentation.
• Ensure exit administration is completed in line with Group policies, including recovery of monies owed and statutory notifications.
• Ensure payroll controls are in place to identify, manage, and mitigate operational and financial risks.
• Ensure tax, statutory payments, and reporting obligations are met accurately and on time.
• Coordinate internal and external audits and ensure timely provision of required information.
• Act as Shared Services change and risk custodian for HR projects and process changes.
• Build and maintain trusted relationships with key stakeholders across the business.
• Ensure client expectations are met through adherence to defined service offerings and SLAs.
• Document, negotiate, and manage SLAs and service contracts required to support HR service delivery.
• Act as the first‑line or escalation point for HR query resolution, operating a “one‑stop shop” Shared Services model.
• Define, implement, and manage the HR query management process, ensuring all queries are logged, tracked, and resolved within agreed SLAs.
• Ensure appropriate use of channels and escalation paths for efficient query resolution.
• Promote Tier 0 self‑service solutions to enhance user experience and reduce manual intervention.
• Manage onboarding, offboarding, and international assignee administration to ensure a seamless employee lifecycle experience.
• Establish and manage relationships with third‑party providers (pre‑employment checks, benefits, payroll, IA support).
• Provide administrative and logistical support for learning and development initiatives (where applicable).

• Proficiency in HR Analytics, data and AI.
• Sound understanding of labor laws.
• Experience working with senior management team.
• Exposure handling change management projects.
• Experience in a Business Partnering role.

• Bachelor’s degree in HR, Economics, Law, Finance related fields of study.
• At least 4-5 years’ experience, ideally in HR function
• Sound understanding of labor laws.
• Experience working with senior management team within the bank.
• Exposure handling change management projects.
• Experience in a Business Partnering role.
• Proficiency in HR Analytics, data and AI.