HR Service Manager

The HR Service Manager leads the global HR Service Team, including U.S. based team members and the HR Service Supervisor in India. The role is accountable for delivering timely, accurate, and consistent HR administrative services across supported regions and owns the team’s service delivery model, operational performance, process governance, data quality, controls, and continuous improvement.

The HR Service Manager oversees services including onboarding, employee data changes, compensation changes, status changes, and general HR administrative support. This role will also lead the centralization and standardization of HR processes currently sitting in the business while advancing automation, operational efficiencies, and scalable service practices that support the continued growth of the HR Service Team.

• Lead, manage, mentor, and develop the global HR Service Team, including oversight of the India-based HR Service Supervisor and HR Service Associates across locations. Establish clear roles, expectations, and accountability while building a collaborative, high-performing team.
• Provide overall leadership for the delivery of HR administrative services across supported regions. Ensure employee and business requests are processed accurately, consistently, and within established service-level expectations.
• Serve as a key partner to business leaders, HR partners, and HR Centers of Expertise to understand operational needs, address service gaps, and develop practical solutions that support the business and employee experience.
• Lead the evaluation, transition, and centralization of HR processes into the HR Service Team from the business. Develop scalable service delivery practices that support the team’s continued growth and evolving responsibilities.
• Identify and lead opportunities to standardize, streamline, automate, and improve HR processes. Partner with HRIS and other stakeholders on business transformation initiatives, system enhancements, and the implementation of new tools and capabilities.
• Establish and maintain consistent operating procedures, service standards, approval requirements, and quality controls. Ensure standard operating procedures are current, properly documented, and aligned with Milliman’s policies, compliance requirements, and business needs.
• Provide leadership in resolving complex or sensitive service delivery issues. Identify recurring trends and root causes, coordinate with the appropriate HR subject-matter experts, and implement solutions that reduce future issues and operational risk.
• Partner with HRIS and other HR functions to maintain the accuracy, integrity, confidentiality, and appropriate handling of employee data. Oversee HR transactions, recordkeeping, quality reviews, reconciliations, data audits, and other controls performed by the HR Service Team.
• Establish training, cross-training, and knowledge-management practices for the global team. Ensure team members have the knowledge, resources, and documented procedures needed to deliver consistent, high-quality service.
• Establish and monitor key performance indicators, service-level expectations, transaction volumes, quality measures, and staffing needs. Use performance data to manage capacity, identify risks and improvement opportunities, and communicate results and recommendations to HR leadership.

• Bachelor’s degree in human resources, business administration, or a related field, or an equivalent combination of education and relevant experience.
• The ideal candidate must have minimum of 7 years of progressive HR operations experience, including at least 3 years leading an HR service center, shared-services, HR operations, or similarly structured team.
• The ideal candidate…