Senior Manager, Colleague Services

Senior Manager, Colleague Services

Location: Pune, India (Hybrid)

Position Summary

Bentley Systems is seeking a Senior Manager - HR Shared Services to lead the day-to-day delivery, performance, and continuous improvement of our global HR Shared Services organization.

Based in Pune, India, this role is responsible for managing a centralized team delivering HR services across regions and time zones, supported by a network of Shift Leads. The Senior Manager will ensure operational excellence, strong service performance, and a consistently high-quality colleague experience.

This role bridges strategy and execution: translating the HRSS vision and operating model (defined by HR Operations leadership) into daily discipline, scalable practices, and measurable outcomes.

The Senior Manager will lead, coach, and develop the team, establish clear ways of working, and drive the evolution of HRSS from transactional service delivery toward standardized, efficient, and increasingly automated operations.

Responsibilities

HR Shared Services Operations Leadership

• Lead the end-to-end delivery of HR Shared Services operations, ensuring timely, accurate, and compliant execution across the colleague lifecycle.
• Oversee global service delivery across regions and shifts, ensuring continuity of operations and workload balance.
• Act as the primary owner of day-to-day service performance, ensuring SLA adherence and high-quality output.
• Partner with Shift Leads to ensure effective execution of daily priorities, escalation handling, and queue management.

Team Leadership Capability Building

• Manage, coach, and develop a high-performing HR Shared Services team, including Specialists, Seniors, and Shift Leads.
• Build team capability in HR processes, systems (e.g., Workday), customer service, and continuous improvement.
• Establish a strong performance culture, setting clear expectations linked to SLAs, quality, and colleague experience.
• Support career development, succession planning, and skill progression across the HRSS team.

Service Delivery Excellence Governance

• Define, monitor, and continuously improve service level agreements (SLAs), quality standards, and operational KPIs.
• Act as the final escalation point for complex or high-risk operational issues.
• Ensure consistent application of standard operating procedures and compliance requirements across regions.
• Establish clear governance, accountability, and reporting practices within HRSS operations.

Process Improvement Operational Transformation

• Identify inefficiencies and lead initiatives to standardize, simplify, and optimize HR processes globally.
• Drive adoption of automation, workflows, and improved service delivery practices to reduce manual work and errors.
• Embed a mindset of continuous improvement and operational excellence within the team.
• Partner with HR Operations leadership to implement improvements aligned with Workday and HR transformation goals.

Employee Experience Service Model Execution

• Ensure HR Shared Services acts as a reliable, consistent front door for HR support globally.
• Promote a self-service culture, reducing dependency on manual HR support where appropriate.
• Partner with stakeholders to improve end-to-end employee experience across key HR journeys.

Cross-Functional Collaboration

• Collaborate closely with HRBPs, HR COEs, Payroll, and HR Technology teams to ensure seamless delivery of HR services.
• Ensure strong alignment between HR Shared Services and the broader HR operating model.

Qualifications

• Min 10-12 + years of experience in HR Operations, HR Shared Services, or related field.
• 3-5+ years of experience leading and developing HR operations or shared services teams.
• Strong understanding of global HR processes across the colleague lifecycle.
• Proven experience managing SLA-driven service delivery environments.
• Demonstrated success in process improvement, standardization, and operational transformation.
• Experience working with HR systems (e.g., Workday, SuccessFactors).
• Strong analytical and problem-solving skills, with ability to use data to drive decisions.
• Excellent communication and stakeholder management skills.
• Ability to lead in a fast-paced, global, and evolving environment.

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