HRSS Design & Operations Specialist

HR Shared Services (HRSS) Design & Operations Specialist

Location: Noida, India (supporting a global HR Shared Services organization)

Reports To: HR Shared Services Lead

Role Purpose

We are seeking an experienced HR Shared Services professional who has hands on experience in the design, setup, and operationalization of HR Shared Services (HRSS). The role will initially focus on establishing the HRSS framework including process architecture, service catalog development and technology mapping with process steps among others. Once the HRSS organization is established, the incumbent will transition into a service delivery role, executing HR transactions, supporting process governance, driving continuous improvement, and ensuring operational excellence.

The ideal candidate has experience building or significantly transforming an HR Shared Services function and understands both strategic design and day to day service delivery operations.

Key Responsibilities Phase 1: HR Shared Services Design & Implementation Process Design & Documentation

• Develop end to end HR process maps and workflows across the employee lifecycle
• Document future state HR processes, process controls, hand-offs, and approval matrices
• Create and maintain Standard Operating Procedures (SOPs), work instructions, and process documentation
• Identify process simplification and automation opportunities

Service Catalogue Development

• Design and maintain the HR Shared Services Service Catalogue
• Define service offerings, ownership, service levels, escalation paths, and customer touchpoints
• Establish service definitions and transaction inventories

Technology & Case Management Design

• Map HR processes to supporting technologies and workflows
• Support the design of case management, ticketing, and workflow solutions
• Partner with HRIS and technology teams to define requirements and user journeys
• Assist in defining knowledge management and self-service content requirements

Transition & Readiness Activities

• Support HR process migration into HRSS
• Participate in country readiness assessments and transition planning
• Develop training materials and operational readiness documentation
• Support UAT, process validation, and go-live activities

Phase 2: HR Shared Services Operations & Service Delivery

Transaction Processing

• Execute HR transactions across employee lifecycle processes including:
• Employee onboarding and offboarding
• Employee data management
• Payroll Processing and Support
• Contract administration
• HR documentation and employee records management
• Benefits and rewards administration support
• Mobility and other HR administrative processes as applicable

Service Delivery & Case Management

• Manage employee and manager inquiries through designated service channels
• Ensure timely and accurate transaction processing in accordance with SLAs
• Resolve HR cases and coordinate escalations when required
• Maintain high levels of service quality and employee experience

Continuous Improvement

• Monitor operational performance and identify improvement opportunities
• Update documentation and workflows as processes evolve
• Support automation and digitization initiatives
• Contribute to service reviews, KPI reporting, and governance forums

Required Experience

• 7-9+ years of HR Operations and/or HR Shared Services experience
• Demonstrated experience establishing, implementing, or transforming an HR Shared Services organization
• Experience designing HR processes, workflows, SOPs, and operating procedures
• Strong knowledge of employee lifecycle HR processes
• Experience developing service catalogues, service management frameworks, and process documentation
• Exposure to HR case management platforms and HR technologies
• Experience supporting HR transformation, process migration, or global HR operating model initiatives

Preferred Experience

• Experience supporting a global or multi country HRSS environment
• Exposure to ServiceNow HRSD, Workday, SAP SuccessFactors, Oracle HCM, or similar HR platforms
• Experience participating in HR technology implementation projects

Key Competencies Technical

• Process Mapping & Workflow Design
• Service Catalogue Development
• SOP & Knowledge Article Creation
• Case Management & Service Delivery
• HR Technology Process Mapping
• Continuous Improvement Behavioral
• Structured and analytical thinker
• Strong documentation skills
• High attention to detail
• Customer Service Orientation
• Ability to balance design thinking with operational execution
• Strong stakeholder management skills
• Comfortable working in ambiguous and evolving environments

Success Measures

Within the first 8-12 months, success in this role will be measured by:

• HRSS process framework fully documented and operationalized
• Service catalogue and SOP library established and maintained
• Successful support of HRSS go-live and stabilization activities
• SLA adherence and service quality targets achieved
• Continuous improvement opportunities identified and implemented
• Positive employee and stakeholder feedback on HRSS service delivery