Global HR Shared Services Senior Director at Boston Consulting Group summary:
The Global HR Shared Services Senior Director leads the centralization and operational execution of HR shared services across multiple global hubs, ensuring efficient, high-quality service delivery. This role focuses on process standardization, continuous improvement, stakeholder collaboration, and team leadership in a fast-paced, matrix environment. The position requires extensive HR shared services experience, strong operational, change management, and communication skills, and a strategic mindset to drive service excellence at scale.
Locations: Gurgaon | Lisbon | London
Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.
To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.
The Global HR Shared Services Senior Director is a significant strategic and operational leadership role within the Global HR function that will enable us to deliver a better service at scale to our rapidly growing business. This person will oversee the implementation of the HR Shared Services roadmap within BCG; working with multiple business units and countries to facilitate the centralization and transition of key HR processes to shared services and running the related operations.
This role has direct responsibility for HR Operations performed in Nexus Costa Rica (NXC), Global Services New Delhi (GSD), Lisbon (LCC) and other yet to be determined locations, on behalf of business units and HR functions around the world.
As part of running these activities the job holder will be responsible for:
- HR Delivery: Design and deliver a best-in-class HR service to BCG’s global population, ensuring that transactional employee services are managed effectively and in the most efficient way possible;
- Continuous Improvement and Quality Assurance: Review, design, define and recommend measures for continuous improvement in internal controls and optimal business processes, including automation and GenAI;
- Measuring and Reporting: Develop and manage KPIs (Key Performance Indicators) and KRIs (Key Risk Indicators) globally. Provide visibility to cross-functional leaders on the service levels and efficiencies attained;
- People Management: Build, manage and develop a strong and engaged team, multiskilled in all aspects of HR;
- Collaboration: Develop and maintain effective business partnerships and a strong network of key global stakeholders, as well as a partnership with Legal, Risk, Operations and IT to continuously optimize the shared services delivery and leadership model.
Multiple functions within BCG have teams based in our Delhi, Costa Rica and Lisbon hubs. This role will be expected to collaborate and strengthen relationships with leaders of cross-functional teams and businesses as needed.
We are laying the foundation to continue to improve and achieve the highest level of effectiveness and efficiency. This is critical to support our business, which is growing fast and diversifying significantly. As part of the roadmap, we expect to move more activities into Global Services Delhi, Nexus Costa Rica, Lisbon and other Hubs, yet to be determined, for this role to build and run. Consequently, other key aspects of the role will be to:
- Work alongside other HR Leaders across the world to identify activities which can be delivered from the Hubs
- Drive harmonization of processes & controls and implementation of best practices across the BCG business
- Support related cost/benefit analysis and implementation planning and execution - including defining KPIs, Service Delivery levels, Staffing Requirements, and Onboarding and Training Plans
- Transfer activities with minimum disruption and maximum service
Additionally, this role will also be a key member of the GS Delhi office leadership team. In this capacity the job holder is expected to contribute to the overall employee value proposition, attraction, retention, affiliation, safety and security of GSD employees.
You’re good at
Operational Excellence to ensure the quality and consistency of the process outcomes.
People Leadership to provide direction and mentoring to a newly established and rapidly expanding global team, fostering a culture of service excellence and collaboration.
Service Orientation understanding what it takes to provide good client service, how to motivate a team to do the same, and how to address service failures.
Intellectual curiosity and agility to understand your role’s impact within the broader picture, wide variety of approaches and interdependencies.
Stakeholder management skills sufficient to understand the needs of the various business units; executive presence to persuade business units to converge to standardised processes; collaboration & teamwork to work jointly to close differences in expectations and delivery; and when things go wrong, for there to be successful resolution.
The ability to build collaborative relationships with peers around the world such that new opportunities for activities to be moved to the hub are identified and realised
In addition, the table stakes capabilities for a role of this nature:
- Client focussed individual with experience implementing process changes
- Ability to develop innovative solutions and process design, including standardization, in a fast paced and demanding environment
- Business acumen and ability to think conceptually to identify and address future challenges and opportunities, often in an ambiguous environment
- Ability to lead the transition of processes, balancing pace of transition with management of risk and change
- Maintain, coach and lead a top calibre team to provide these services
- Affinity for technology’s ability to drive efficiencies and enhance service delivery
- Manage and maintain relationships with third party providers
- Performance reporting of service and cost delivery
- Ability to develop concrete rationale and business case for all new opportunities, while seeking and identifying additional opportunities to expand the scope of business.
- Bachelor's Degree in Business, Human Resources, Organization Development or other related field is required; advanced degree preferred
- A minimum of 15+ years of work experience with progressively increasing levels of responsibility, preferably within a global professional services firm
- Experience leading and delivering HR capabilities in a shared services environment within a global organization
- Experience working with Workday and ServiceNow
- Ability to perform successfully in a fast-paced, intellectually intense, service-oriented and matrix-structured environment and to interpret rules and guidelines flexibly to enhance the business and in keeping with BCG’s values and culture
- Excellent relationship-building skills and a passion for helping others to develop
- Maturity and seasoning that engenders respect and trust from others; good judgment, professionalism, strong interpersonal skills, and a collaborative style
- High integrity, tact, a positive attitude, and an ability to maintain absolute confidentiality
- Proven analytical capabilities; a quick study; a bright executive with a can-do attitude, a creative solution seeker and a readiness to try new approaches; decisive, pragmatic, and reason-minded
- Comfortable in both working in detail and understanding the big picture; able to consider the ramifications of decisions on various constituencies
- Strong change management skills and results-oriented approach
- Excellent communication skills and poise; cross cultural understanding, fluent in English
Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.
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Keywords:
HR shared services, HR operations management, global HR leadership, process standardization, continuous improvement, stakeholder management, team leadership, business transformation, human resources strategy, service delivery management
