Who We Are
BCG pioneered strategy consulting more than 50 years ago, and we continue to innovate and redefine the industry. We offer multiple career paths for the world's best talent to have a real impact on business and society. As part of our team, you will benefit from the breadth and diversity of what we are doing today and where we are headed next. We count on your authenticity, exceptional work, and strong integrity. In return we are committed to supporting you in discovering the most fulfilling career journey possible-and unlocking your potential to advance the world. Our team called Global Services (GS) provides corporate support to business areas such as Finance, Legal, HR, Marketing and IT. This diverse team of experts, operators and specialists represent all levels from Partner to entry level staff, operating across the globe in multiple countries. Global Services is in short, the backbone of BCG.
What You'll Do
As a Senior Manager, HR Shared Services, you will lead the development and implementation of performance frameworks, quality standards, and governance practices across the Delhi, Costa Rica, and Lisbon hubs. You will foster strong stakeholder relationships, drive continuous improvement, and ensure compliance and operational excellence, leveraging your expertise in HR operations, process optimization, and advanced communication skills. With a focus on building a high-performance, collaborative work culture, you will support strategic initiatives and business continuity while aligning with BCG's values and culture.
Roles and responsibilities
- Provide the foundation to define, measure, and improve operations across HRSSC Delhi, Costa Rica and Lisbon Hubs. Support on setting up expectations with key business stakeholders (incl. BCG local office HR teams)
- Develop a framework to measure HRSSC performance, including SLAs, KPIs, and associated metrics.
- Monitor and report on key performance metrics to demonstrate value creation.
- Maintain the Service Catalogue and Metrics framework, ensuring new transitions align with existing standards.
- Collaborate to define quality standards, close gaps, and ensure continuous improvement.
- Analyze process data to recommend practices that boost productivity and efficiency.
- Plan and execute strategies, identifying root causes of operational issues.
- Identify and implement improvement levers for service quality across HR shared services hubs.
- Build relationships with the HRSSC team and stakeholders for better efficiency and responsiveness.
- Implement a comprehensive HRSSC Governance Framework to ensure compliance and standardization.
- Manage stakeholder relationships, communications, and feedback mechanisms.
- Ensure governance practices are in place, including business continuity planning.
- Identify and execute opportunities to expand service activities based on stakeholder feedback.
- Support operational implementation of migration efforts and communication dissemination.
What You'll Bring
- Bachelor's degree in Human Resources, Business Administration, or related field
- 12 years+ of proven experience in quality analysis/assurance, in HR
- Excellent analytical skills and attention to detail
- Competence to manage data with utmost confidentiality and integrity
- Ability to work effectively across multiple regions and cultural boundaries
- Proficiency in Workday, Service Now and Microsoft Office applications
Who You'll Work With
Global HR Shared Services Director, HR Shared Services Hub Leads for Delhi, Costa Rica and Lisbon, Regional HR teams & other HR POCs across global locations.
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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