Senior Shared Services Coordinator - HR Services |
SeniorShared Services Coordinator | People Function - HR Shared Services
Location:Hyderabad Office (expectation to work until 12 PM Pacific Time to accommodateglobal time zones) / Till 1 AM IST (Transport Provided)
Reports To: Manager,Shared Services Operations
Role Overview
As amember of the Operational Excellence team, this role plays a pivotal part insupporting and improving HR service delivery. The Senior Shared ServicesCoordinator focuses on process standardization, system optimization, knowledgebase development, reporting, change management, and operational execution. Therole closely partners with People Advisory Team, People Systems, IT, and otherstakeholders to support HR Service Delivery platforms, including current use ofServiceNow HR Service Delivery as the primary system for HR case management,ticketing, approval workflows, audit processes, and workflow automation withinthe HR operating model, ensuring processes are efficient, consistent,compliant, and scalable. Responsible for driving operational initiatives,maintaining process documentation, supporting change management, and turninginsights into actionable improvements
Thisis a global role, requiring collaboration with teams across multiple regions.The Senior Shared Services Coordinator will balance both global and regionalresponsibilities, ensuring alignment between global standards and localrequirements.
In This Role You Will
Process & Operational Excellence:
Lead and optimize HR operational processes, with a strong focus on designing, improving, and automating workflows to ensure efficiency, accuracy, and compliance
Document, maintain, and improve workflows using Lucidchart (or equivalent tool)
Identify and resolve operational inefficiencies, gaps, and bottlenecks through process redesign and continuous improvement
Ensure HR processes are consistently designed and embedded into HR service delivery workflows across systems
Take ownership of assigned operational initiatives, driving improvements from design through implementation
Leverage automation and AI tools to modernize HR workflows
Policy Enablement & Knowledge Base:
Translate HR policies into operational procedures, SOPs, and knowledge base content
Build, expand, and maintain the HR knowledge base, ensuring content is accurate, actionable, and aligned with current HR processes
Partner with HR teams to provide guidance, updates, and training materials for HR documentation and system usage
Explore and apply AI-enabled tools to improve knowledge management and documentation
HR Service Delivery & Systems:
Support and enhance HR service delivery platforms, including ServiceNow HR Service Delivery and other workflow systems used to manage HR cases, approvals, and automation
Experience with HR service delivery or workflow platforms such as ServiceNow, Salesforce, or similar systems used to design, configure, and optimize HR case management, approval workflows, and automation
Ensure data integrity within HR systems through regular audits and reviews
Provide training and guidance to HR teams on system usage, workflows, and best practices
Drive continuous improvement of HR workflows and system-enabled processes
Reporting, Metrics & ProjectExecution:
Design, maintain, and continuously improve HR reports, dashboards, and data analytics to support decision-making
Track operational initiatives, projects, and process improvements using Asana, ensuring clarity on timelines, responsibilities, and dependencies
Identify trends, recurring issues, and opportunities for improvement, and provide clear, data-driven recommendations to leadership
Use data, automation, and AI tools to enhance reporting and insights
Program & Change Management:
Lead coordination and delivery of key operational initiatives, ensuring projects stay on track and aligned with business priorities
Support change management initiatives related to HR operations, system enhancements, and workflow improvements
Drive adoption of new workflows, automation, and digital tools across HR teams
Support successful implementation and integration of improved processes and system enhancements
You Have Got What it Takes, if You have
Bachelor's degree or equivalent experience
4+ years of experience in HR operations, HR service delivery, HRIS, or HR systems / workflow optimization roles
Hands-on experience designing, improving, or automating HR workflows, case management processes, or system-enabled HR processes
Experience with HR service delivery or workflow platforms such as ServiceNow, Salesforce, or similar systems used for workflow design and automation
Experience with process mapping and workflow design tools such as Lucidchart
Experience with project tracking tools such as Asana (or similar platforms)
Advanced Excel skills (pivot tables, formulas, dashboards, macros)
Experience drafting SOPs, process documentation, or knowledge base content
Strong interest or experience in AI tools, automation platforms, or process optimization technologies
Strong attention to detail, organizational skills, and cross-functional collaboration
Strong ability to execute while being flexible and responsive to evolving business needs
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