Senior Manager - HR Operations

At Quest Global, it's not just what we do but how and why we do it that makes us different. With over 25 years as an engineering services provider, we believe in the power of doing things differently to make the impossible possible. Our people are driven by the desire to make the world a better place-to make a positive difference that contributes to a brighter future. We bring together technologies and industries, alongside the contributions of diverse individuals who are empowered by an intentional workplace culture, to solve problems better and faster.

Quest Global's HR Shared Services function is at an inflection point. As the organization scales across geographies and the HR function evolves toward a GCC-aligned operating model, we are building a leadership layer that can own and drive the operational engine of HR - end to end, every day, without requiring senior leadership intervention on tactical matters.

You will be responsible for restructuring and running the HR Ops (Shared Services) team in line with how high-performing Global Capability Centers (GCCs) operate today - with clear process ownership, documented and auditable SOPs, rigorous SLA governance, and a culture of accountability that flows from the top of the team downward. You will own the org structure, the processes, the metrics, and the day-to-day outcome of every service line under Shared Services.

Key Responsibilities
Shared Services Restructuring & GCC-Aligned Operating Model Design

Lead the redesign of the HR Shared Services team structure in line with modern GCC operating principles - clear tiering, defined service ownership, scalable spans of control

Assess the current team structure, skill sets, role clarity, and service coverage gaps; develop and execute a restructuring roadmap

Define and implement a service catalogue with clear ownership, scope boundaries, and handoff protocols between process leads

Establish governance frameworks, operating rhythms, and escalation hierarchies that reduce dependency on senior leadership for routine operational decisions

Benchmark the team's operating model against leading GCC and GBS practices; continuously evolve the model as the organization scales

2. SLA Governance & KPI Management

Own all HR operations SLAs across every service vertical - onboarding, offboarding, employee lifecycle transactions, BGC, payroll inputs, benefits, HR helpdesk, and compliance

Build and maintain a real-time KPI dashboard; drive weekly, monthly, and quarterly operational reviews with process leads and functional stakeholders

Define SLA breach thresholds, escalation triggers, and corrective action protocols; hold process leads accountable to commitments

Report operational performance to the Global Head of HR Operations on a periodic basis - with data, trend analysis, and recommended actions; not problems

Own the health of all operational metrics

3. SOP Development, Governance & Audit Readiness

Lead the creation, documentation, and periodic review of Standard Operating Procedures (SOPs) for every HR service line

Ensure SOPs are accessible, version-controlled, and actively followed

Establish a regular SOP audit cycle; identify deviations, retrain teams, and update documentation to reflect process changes or system upgrades

Build an internal audit calendar covering all HR service lines; conduct process audits, identify control gaps, and implement remediation plans

Ensure HR operations maintain audit-readiness at all times - for internal reviews, external audits, and regulatory compliance checks

Maintain compliance documentation, data privacy protocols, and risk registers across all geographies served

4. Team Leadership & Performance Management

Provide direct leadership to all process leads and team leads within HR Shared Services - this role oversees all of them

Set clear performance expectations, conduct regular 1:1s, and manage the team's development and accountability framework

Build team capability through structured learning plans, cross-training, and succession planning for critical roles

Foster a culture of ownership, precision, and continuous improvement within the team

Manage workload distribution, capacity planning, and resource allocation across service lines and geographies

5. Escalation Ownership & Issue Resolution

Serve as the single point of escalation for all operational HR issues.

Triage, investigate, and resolve escalations raised by employees, HRBPs, regional HR, or business leadership - within defined timelines

Identify recurring issues and structurally eliminate them through process redesign, SOP updates, or team upskilling

6. Vendor & Third-Party Service Management

Monitor the day-to-day performance of all HR operations vendors

Conduct structured vendor reviews; hold vendors accountable to SLAs with documented performance records

Identify underperforming vendor relationships and drive corrective actions or escalate to the Global Head for renegotiation or replacement

Maintain vendor documentation, contract compliance trackers, and cost-efficiency data

7. Stakeholder Management & Cross-Functional Alignment

Act as the primary operational interface for HR Business Partners, Delivery leaders, other support functions and regional HR teams

Represent HR Shared Services in cross-functional forums and governance reviews; communicate with confidence on team performance and commitments

Manage stakeholder expectations proactively - set realistic delivery timelines, communicate deviations early, and own outcomes

Partner with the Global Head of HR Operations to provide operational input into digital transformation, automation, and HRIS initiatives

We are known for our extraordinary people who make the impossible possible every day. Questians are driven by hunger, humility, and aspiration. We believe that our company culture is the key to our ability to make a true difference in every industry we reach. Our teams regularly invest time and dedicated effort into internal culture work, ensuring that all voices are heard.

We wholeheartedly believe in the diversity of thought that comes with fostering a culture rooted in respect, where everyone belongs, is valued, and feels inspired to share their ideas. We know embracing our unique differences makes us better, and that solving the worlds hardest engineering problems requires diverse ideas, perspectives, and backgrounds. We shine the brightest when we tap into the many dimensions that thrive across over 21,000 difference-makers in our workplace.

15+ years of experience in HR Shared Services / HR Operations, 10+ years in a leadership role, with a significant portion spent in a large multinational or GCC/GBS environment.

Demonstrated experience building or restructuring a Shared Services team

Strong background in SOP development, governance, and enforcement across multiple HR service lines

Proven SLA management experience - setting, monitoring, reporting, and recovering from SLA performance

Experience managing a team of team leads or process leads - this role will oversee other leaders, not just individual contributors

Exposure to multiple global regions with understanding of regional HR and compliance nuances

Experience working with a wide and diverse stakeholder landscape - Business leaders, HRBPs, Finance, Legal, external vendors

Familiarity with enterprise HRIS platforms (Oracle HCM, SAP SuccessFactors, Work Day or equivalent)

Bachelor's degree in Human Resources, Business Administration, or related field