People Operations Shared Services Manager

Leads People Operations Shared Services for assigned business units, with accountability for employee lifecycle administration, recruiting operations support, HR service delivery, HR systems, data governance, reporting, compliance, vendor performance, and continuous improvement. Establishes service standards and scalable, customer-focused processes that deliver accurate, timely, secure, and consistent support.

Partners with recruiters, hiring managers, People Business Partners, Payroll/Timekeeping, Benefits, Legal, IT, Finance, and business leaders to align operational services and HR technology with business priorities, improve the employee and manager experience, and support organizational growth.

• Lead People Operations Shared Services across employee inquiries, onboarding, offboarding, employment changes, records, document administration, and other employee lifecycle transactions.

• Establish and monitor service standards, escalation protocols, workload allocation, and key performance indicators, including service levels, response and resolution times, transaction accuracy, backlog, and customer satisfaction.

• Oversee recruiting operations support, including requisition workflows, candidate movement, offer and pre-employment processes, onboarding coordination, reporting, and vendor services.

• Lead, coach, and develop team members; set priorities, manage capacity and performance, build functional expertise, and maintain consistent service coverage.

• Provide functional ownership and governance for HR systems and service-delivery tools, partnering with IT and vendors on configuration, security, integrations, enhancements, production support, and issue resolution.

• Lead requirements definition, impact assessments, user acceptance and regression testing, defect resolution, release readiness, deployment support, and adoption of approved system capabilities.

• Develop and maintain service procedures, standard operating procedures, knowledge articles, controls, training materials, and governance standards that enable consistent and compliant execution.

• Ensure HR data accuracy, integrity, security, and appropriate access through data standards, audits, reconciliations, quality monitoring, corrective actions, and coordination with data owners.

• Oversee dashboards, operational reporting, and workforce transaction metrics; analyze volumes, trends, root causes, and service performance to inform decisions and resource planning.

• Develop and execute a continuous-improvement roadmap that advances standardization, automation, employee and manager self-service, knowledge management, and an improved user experience.

• Manage vendors and external partners, including service performance, issue escalation, contract and renewal support, invoice review, risk management, and budget stewardship.

• Oversee compliance activities involving audits, record retention, policy administration, documentation, privacy, regulatory reporting, and remediation of identified control gaps.

• Serve as an escalation point and trusted partner to HR and business leaders, translating business needs into practical process, service, reporting, and technology solutions.

• Bachelor’s degree in Human Resources, Business Administration, Information Systems, or a related field, or an equivalent combination of education and relevant experience.

• Eight or more years of progressive experience in People Operations, HR shared services, HRIS, HR operations, or related functions, including at least three years leading teams, major programs, or complex cross-functional initiatives.

• Demonstrated experience leading employee lifecycle services in a complex, multi-location, or global organization.

• Experience managing service-center operations, case or request workflows, service levels, escalations, operational metrics, and continuous improvement.

• Experience governing HR systems and leading requirements, testing, releases, issue resolution, reporting, security coordination, data quality, and process documentation.

• Working knowledge of recruiting operations, onboarding, candidate and requisition workflows, and pre-employment processes.

• Strong knowledge of People Operations Shared Services processes, HRIS platforms, applicant tracking systems, data governance, internal controls, privacy, and applicable employment practices.

• Strong analytical, organizational, communication, consultation, and stakeholder-management skills, with the ability to translate data and business needs into actionable solutions.

• Advanced proficiency with Microsoft Office, reporting and analytics tools, and HR technology; ability to manage competing priorities and communicate effectively at all organizational levels.

Preferred Qualifications

• Experience within the oil and gas, energy, industrial services, or another operationally complex industry.

• Experience with Oracle Fusion HCM, Oracle Recruiting Cloud, HR case management or service-delivery platforms, and related reporting or integration tools.

• Experience with HR technology implementations, global process standardization, change management, workflow automation, or employee self-service adoption.

• SHRM-CP, SHRM-SCP, PHR, SPHR, PMP, or comparable professional certification.