Global HR Shared Services Senior Manager - C&E

Global HR Shared Services Senior Manager

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.

You will be a key member of our Global HR Shared Services Center (HRSSC), that's redefining how we deliver world-class HR services—scaling operational excellence, driving innovation, and enhancing the employee experience across every touchpoint. You'll collaborate with colleagues across multiple geographies and time zones, forming part of a close-knit global HR network that values teamwork, ownership, and continuous learning. As a Global HR Shared Services Senior Manager in the Collaboration & Excellence Team, you will drive operational excellence, create governance and service quality frameworks, and be involved in the continuous improvement of BCG's HR Shared Services hubs.

With strong alignment to BCG's transformation agenda, the Senior Manager will drive service performance, stakeholder satisfaction, process quality, and continuous improvement.

Key responsibilities include:

• Improving HRSSC operations by driving initiatives looking at service quality, performance and consistency across the HRSSC hubs, ensuring delivery excellence in alignment with global priorities and stakeholder expectations.
• Design and manage performance frameworks including SLAs, KPIs, and other metrics to establish clear accountability and service quality.
• Monitor performance trends, analyze root causes, and provide data-driven insights to drive decisions and continuous improvement.
• Maintain the HRSSC Service Catalogue and Performance Metrics Framework, ensuring alignment of new services and transitions with established operating standards.
• Foster strong working relationships with global HRSSC teams and internal stakeholders to ensure responsiveness, transparency, and proactive issue resolution.
• Identify and lead improvement initiatives to streamline operations, increase scalability, and ensure compliance across hubs.
• Support strategic execution by contributing to roadmap planning, operational reviews, and the delivery of transformation initiatives.
• Drive governance and risk management, embedding audit-ready practices and business continuity planning into daily operations.
• Drive change and growth by leading service migrations, engaging stakeholders, implementing feedback loops and communication channels, and identifying opportunities for service expansion.

Strong academic foundation with a Bachelor's or Master's degree in Human Resources, Business Administration, or a related discipline, complemented by continuous learning and exposure to enterprise-scale operating models.

12+ years of experience in HR operations and service delivery, shared services, process excellence, harmonization and governance, change management and transformation.

Proven expertise in performance management, quality assurance, and service delivery models.

Demonstrated success in global, matrixed environments, working effectively with senior leaders, cross-functional partners, and geographically diverse teams. Brings deep experience leading global hubs, navigating complexity, and driving alignment across regions, cultures, and stakeholder groups—ideally within a professional services or similarly complex organization.

Strong technology and transformation orientation, with experience leveraging HR systems and platforms (e.g., ServiceNow, Workday), leading or supporting system implementations, and applying process improvement methodologies to enhance efficiency, scalability, and employee experience.

Exposure to Lean, Six Sigma, or other continuous improvement methodologies is a plus.

Applying analytical thinking to interpret data, identify performance trends, and support evidence-based decisions.

Building strong relationships with global stakeholders by fostering trust, collaboration, and clear communication.

Communicating complex ideas in a structured, straightforward way that enables understanding and alignment across diverse audiences.

Improving processes by identifying inefficiencies and implementing practical, scalable solutions.

Embedding governance practices that promote consistency, reduce risk, and ensure audit-readiness.

Delivering results by managing competing priorities and ensuring operational goals are met on time and to standard.

Be part of a respected global brand that invests in its people.

Exposure to world-class HR systems, like Workday.

Work in a culture that prioritizes learning, diversity, and inclusion.

Join a growing team where your work directly drives global impact.

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. BCG is an E - Verify Employer. Click here for more information on E-Verify.