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Global HR Shared Services Senior Specialist

Boston Consulting Group

Boston Consulting Group

People & HR
New Delhi, Delhi, India
Posted on Sunday, June 9, 2024


The Global HR Shared Services Specialist will be pivotal in ensuring operational excellence within the HRSSC by developing and maintaining robust process documentation and ensuring service continuity. This role serves as the subject matter expert (SME) for all HRSSC processes and is responsible for optimizing operations through effective governance frameworks and quality assurance programs.
Key Responsibilities:
Process Documentation and Service Continuity:
  • Develop, maintain, and update detailed process documentation to ensure clarity and efficiency in HR operations.

  • Ensure service continuity by identifying risks and implementing mitigation strategies.

HRSSC Process SME:

  • Act as the foundation for identifying and realizing optimization opportunities within HRSSC processes.

  • Provide expert advice and guidance on process improvements.

Governance Framework:

  • Establish and execute a comprehensive HRSSC Governance Framework to ensure compliance and standardization across all processes.

  • Regularly review and update the framework to align with evolving business needs.

Audit and Reporting:

  • Conduct regular audits of HRSSC tasks to ensure compliance with established processes and policies, publish periodic dashboards to report on process efficiency and effectiveness, prepare monthly and quarterly reviews, detailing performance against key SLAs and KPIs. ​​​​​​​

​​​​​​​Knowledge Management:

  • Support the development and maintenance of the HRSSC knowledge base in ServiceNow, enhancing accessibility and utility.
Ensure the knowledge base reflects current processes and best practices.

​​​​​​​Quality Assurance:
  • Design and implement quality assurance measures to evaluate the accuracy and effectiveness of HRSSC processes.

  • Report on QA findings and recommend adjustments to processes as necessary.

Training and Development:

  • Oversee the training programs for HRSSC staff, including onboarding and continuous feedback training based on QA insights.


  • An analytical mindset with proficiency in creating presentations and generating complex reports using MS Excel
  • A service-oriented attitude, with the ability to adapt and perform under pressure
  • A systematic approach to tasks, capable of handling multiple responsibilities simultaneously while maintaining a sharp focus on details
  • Responsibility, accountability, ownership and discretion to handle confidential information
  • Ability to work in a highly matrixed organization
  • Flexibility to support the team to cater to a diverse, international set of stakeholders.
  • Willingness and openness to varying office hours based on business needs

  • Proven experience in HR operations, process optimization, or a similar role in a complex organizational setting.
  • Strong understanding of HR systems, preferably ServiceNow, and data-driven HR practices.
  • Excellent analytical and problem-solving skills.
  • Superior communication and interpersonal skills.


  • Bachelor’s degree in Human Resources, Business Administration, or related field
  • 7+ years of proven experience in quality analysis/assurance, ideally within HR or a similar service delivery context
  • 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


Our Regional HR teams & other functional POCs across global locations.