Manager, HR Shared Services

This is a fully remote position, open to applicants in Portugal.

📋 Description

• Oversee the HR Operations team for EMEA SSC, coordinating efforts across various organizational departments.

• Direct and manage the comprehensive onboarding process for client-supported professionals within multiple EMEA jurisdictions.

• Facilitate the adoption of integrated and standardized operational practices in collaboration with both internal and external business partners.

• Act as the operational escalation contact, ensuring adherence to local labor regulations, employment contracts, background checks, payroll, and benefits enrollment.

• Collaborate with Legal, Payroll and Billing teams, local payroll providers, and benefits brokers to streamline new employee onboarding.

• Ensure that service delivery targets and objectives, such as SLA, CSAT, and FCR, are achieved or surpassed.

• Work in partnership with HR, Customer Support, Payroll, Finance, Legal, and Technology teams to guarantee a smooth experience for customers and professionals alike.

• Convert operational challenges and manual processes into platform feature specifications in collaboration with Product and Engineering teams.

• Offer operational insights to ensure the platform aligns with EMEA regulatory requirements and service delivery expectations.

• Lead business transformation initiatives aimed at scaling operations, minimizing onboarding time, and enhancing margin efficiency.

• Identify and address regional operational bottlenecks, spearheading change management projects to standardize processes across EMEA sub-regions.

⛳️ Requirements

• A Bachelor’s Degree or higher in International Business, Accounting, Law, HR, Finance, or a related field.

• 5-10 years of experience in HR Operations, including the complete employee lifecycle, within a dynamic startup environment.

• Proven experience in managing centralized HR shared service center operations specifically for the EMEA region.

• Strong leadership capabilities with a track record of managing cross-regional teams.

• Familiarity with HR principles across various locales.

• Willingness to engage in international calls or meetings outside of standard business hours.

• Project management expertise, including the ability to prioritize and manage multiple tasks and deadlines effectively.

• Advanced proficiency in Zendesk and Salesforce.

• High interpersonal skills to navigate sensitive and confidential matters.

• Extensive multicultural experience with the ability to engage with a diverse array of individuals and groups.

• Strong problem-solving skills, with the capability to analyze issues and develop actionable plans.

• Exceptional stakeholder management abilities, with fluent spoken and written English.

• Demonstrated success in utilizing AI-powered analytics tools.

🏝️ Benefits

• Variable compensation.

• Annual bonus for non-sales roles, determined by individual and company performance.

• Generous parental leave policy.

• Flexible time-off options.

• Spending accounts available.

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Sabbatical opportunity after 5 years of service.