Manager,Americas Shared Services Job Dover area,Delaware USA,Management

INTRODUCTION and WHAT YOU WILL DO (Job Responsibilities)

The Manager, Americas Shared Services, will lead a team of Tier 1 Generalists who deliver day-to-day People & Culture operational services across the Americas. As the first escalation point for operational HR matters, this leader will ensure consistent, timely, accurate service that enhances the employee experience while driving continuous improvement, automation adoption and data-driven decision making. Reporting to the Director, you will partner with Centers of Expertise, P&C Business Partners and OpCo leaders to align shared services operations to global strategy and local compliance.

What you will do:

People leadership
Recruit, coach, develop and retain a high-performing, diverse Tier 1 team; build inclusive culture, psychological safety and career pathways.
Manage team capacity, workload distribution and performance; conduct regular 1:1s, career conversations and performance reviews.
Serve as escalation point for complex associate issues and ensure timely, empathetic resolution or escalation to Tier 2/COE/legal as needed.
Service delivery & operations
Own day-to-day delivery standards for hire-to-retire transactional HR services across supported countries; ensure SLAs and KPIs are met.
Design and maintain standard work, knowledge base, playbooks and best practices to ensure quality, consistency and audit readiness.
Lead daily/weekly management reviews (DMs), root-cause analysis and corrective actions to drive measurable improvements.
Data, analytics & technology
Use data and analytics to monitor performance (e.g., CSAT/NPS, FCR, time-to-resolve, HRIS data quality) and inform continuous improvement.
Champion and operationalize AI-enabled tools, automation, and reporting solutions to improve accuracy, speed and scale of service delivery.
Ensure shared services systems (HRIS, case/ticketing, knowledge management, analytics platforms) are used effectively and governed for data quality and privacy.
Process improvement & projects
Partner with Director and cross-functional stakeholders to redesign processes, champion Vontier Business Systems (VBS) and lead change efforts.
Lead or participate in projects to optimize the operating model, reduce cost-to-serve, and improve associate experience.
Compliance & stakeholder management
Ensure adherence to local labor laws, company policy and audit requirements across supported countries; coordinate with external vendors and government institutions as necessary.
Build strong relationships with business leaders and COEs to ensure services align to business needs and strategic priorities.
Other
Maintain confidentiality and handle sensitive employee information with integrity.

Success measures:

SLA adherence and average resolution time.
CSAT / Voice of the Customer improvements.
First Contact Resolution rate.
HRIS data accuracy and onboarding completeness.
Reduction in manual effort through automation and process improvements.
Team engagement and retention metrics.

WHO YOU ARE (Qualifications)

Bachelor’s degree in Human Resources, Business, Industrial/Organizational Psychology, or related field (or equivalent experience).
5+ years in HR operations/shared services or HR shared services delivery, with at least 2 years in a people leadership role.
Hands-on experience with HRIS and case/ticketing systems; experience with analytics tools (Excel advanced, Power BI/Tableau) and AI-assisted tools.
Strong working knowledge of labor laws and employment regulations across the Americas, with experience managing compliance across multiple jurisdictions.

Would also be awesome (but not required) if you are:

Fluent Spanish and English is highly preferred.
Experience working within a Shared Services team.
Demonstrated experience implementing automation or AI tools in HR operations.
Project management experience.
Strong analytical, problem-solving and continuous improvement mindset.
Excellent stakeholder management, communication and change leadership skills.
Compassionate servant leadership style with coaching and people-development capability.

The base compensation range for this position is $96,000 to $120,000 per annum. Your actual base salary will be…