Global HR Shared Services Senior Manager

Job description
Who We Are

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.

To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

What You'll Do

You will be a key member of our Global HR Shared Services Center (HRSSC), that’s redefining how we deliver world-class HR services—scaling operational excellence, driving innovation, and enhancing the employee experience across every touchpoint. You’ll collaborate with colleagues across multiple geographies and time zones, forming part of a close-knit global HR network that values teamwork, ownership, and continuous learning.

As a Senior Manager of Collaboration & Excellence, you will implement and manage operational excellence, performance frameworks, and continuous innovation across BCG’s HR Shared Services hubs. This role plays a central part in delivering world-class HR services and ensuring a consistent, efficient, and high-quality experience for BCG employees across geographies.

Key responsibilities include:
• Act as a key operational leader driving performance and consistency across the HRSSC hubs in Delhi, Costa Rica, and Lisbon, ensuring delivery excellence in alignment with global priorities and stakeholder expectations.
• Set expectations with business stakeholders, including regional HR teams and local office HR, enabling a seamless and collaborative service model.
• Develop, maintain, and enhance frameworks for measuring HRSSC performance—covering SLAs, KPIs, and operational metrics that demonstrate service value and accountability.
• Monitor performance trends, analyze root causes, and provide data-driven insights to drive decisions and continuous improvement.
• Maintain the HRSSC Service Catalogue and Performance Metrics Framework, ensuring alignment of new services and transitions with established operating standards.
• Collaborate with cross-functional teams to define, refine, and embed quality standards and process controls that promote service consistency and efficiency.
• Identify and lead initiatives to optimize operations and drive productivity improvements, ensuring processes are scalable and compliant.
• Contribute to strategic planning, operational reviews, and roadmap execution in coordination with key stakeholders.
• Foster strong working relationships with global HRSSC teams and internal stakeholders to ensure responsiveness, transparency, and proactive issue resolution.
• Support the implementation and enhancement of the HRSSC Governance Framework, ensuring standardization, risk mitigation, and audit-readiness across locations.
• Coordinate stakeholder engagement, manage communication channels, and implement effective feedback mechanisms to inform service design and evolution.
• Ensure business continuity planning and governance practices are embedded in day-to-day operations and service delivery models.
• Identify and execute opportunities for service expansion based on stakeholder feedback and organizational growth needs.
• Lead operational aspects of service migrations, ensuring readiness, execution, and change communication are delivered with minimal disruption.

What You'll Bring
• Bachelor’s or Master’s degree in HR, Business Administration, or related field.
• 9+ years of experience in HR operations or shared services, with at least 4–5 years in a leadership role.
• Proven expertise in performance management, quality assurance, and service delivery models.
• Deep familiarity with HR systems, particularly Workday and ServiceNow.
• Experience working across geographies and cultures in a matrixed global organization.
• Strong analytical, communication, and stakeholder management skills.
• Exposure to Lean, Six Sigma, or other continuous improvement methodologies is a plus.

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, ****** 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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