Senior Shared Services Coordinator - HR Services

Location:

Hyderabad Office (expectation to work until 12PM Pacific Time to accommodate global time zones / Till 1AM IST). Transport Provided.

Reports To:

Manager, Shared Services Operations.

As a member of the Operational Excellence team, this role plays a pivotal part in supporting and improving HR service delivery. The Senior Shared Services Coordinator focuses on process standardization, system optimization, knowledge base development, reporting, change management, and operational execution. The role closely partners with People Advisory Team, People Systems, IT, and other stakeholders to support HR Service Delivery platforms, including Service Now HR Service Delivery as the primary system for HR case management, ticketing, approval workflows, audit processes, and workflow automation within the HR operating model, ensuring processes are efficient, consistent, compliant, and scalable.

• Lead and optimize HR operational processes, focusing on designing, improving, and automating workflows to ensure efficiency, accuracy, and compliance.
• Document, maintain, and improve workflows using Lucidchart (or equivalent tool).
• Identify and resolve operational inefficiencies, gaps, and bottlenecks through process redesign and continuous improvement.
• Ensure HR processes are consistently designed and embedded into HR service delivery workflows across systems.
• Take ownership of assigned operational initiatives, driving improvements from design through implementation.
• Leverage automation and AI tools to modernize HR workflows.

• Translate HR policies into operational procedures, SOPs, and knowledge base content.
• Build, expand, and maintain the HR knowledge base, ensuring content is accurate, actionable, and aligned with current HR processes.
• Partner with HR teams to provide guidance, updates, and training materials for HR documentation and system usage.
• Explore and apply AI‑enabled tools to improve knowledge management and documentation.

• Support and enhance HR service delivery platforms, including Service Now HR Service Delivery and other workflow systems used to manage HR cases, approvals, and automation.
• Design, configure, and optimize HR case management, approval workflows, and automation using Service Now, Salesforce, or similar systems.
• Ensure data integrity within HR systems through regular audits and reviews.
• Provide training and guidance to HR teams on system usage, workflows, and best practices.
• Drive continuous improvement of HR workflows and system‑enabled processes.

• Design, maintain, and continuously improve HR reports, dashboards, and data analytics to support decision‑making.
• Track operational initiatives, projects, and process improvements using Asana, ensuring clarity on timelines, responsibilities, and dependencies.
• Identify trends, recurring issues, and opportunities for improvement, and provide clear, data‑driven recommendations to leadership.
• Use data, automation, and AI tools to enhance reporting and insights.

• Lead coordination and delivery of key operational initiatives, ensuring projects stay on track and aligned with business priorities.
• Support change management initiatives related to HR operations, system enhancements, and workflow improvements.
• Drive adoption of new workflows, automation, and digital tools across HR teams.
• Support successful implementation and integration of improved processes and system enhancements.

• Bachelor’s degree or equivalent experience, with 4+ years in HR operations, HR service delivery, HRIS, or HR systems/workflow optimization roles.
• Hands‑on experience designing, improving, or automating HR workflows, case management processes, or system‑enabled HR processes.
• Experience with HR service delivery or workflow platforms such as Service Now, Salesforce, or similar systems used for workflow design and automation.
• Experience with process mapping and workflow design tools such as Lucidchart.
• Experience with project tracking tools such as Asana (or similar platforms).
• Advanced Excel skills (pivot tables, formulas, dashboards, macros).
• Experience drafting SOPs, process documentation, or knowledge base content.
• Strong interest or experience in AI tools, automation platforms, or process optimization technologies.
• Strong attention to detail, organizational skills, and cross‑functional collaboration.
• Strong ability to execute while being flexible and responsive to evolving business needs.