Job Description

Manager, HR Service Delivery

About the Role

As a Manager for US HR Service Delivery, you will be at the frontline of our HR operations, managing a team that handles essential human resource services such as Employee Life Cycle management, Background Verification, benefits, and other transactions. Your role is instrumental in ensuring smooth and efficient service center operations while maintaining adherence to established standards and procedures. By addressing employee queries and overseeing transactional processes, you will contribute significantly to the overall effectiveness and responsiveness of our HR Service Delivery.

Responsibilities

• Oversee daily US HR service delivery (Tier 1) activities such as Query Management, Onboarding, Offboarding, Benefits, Compliance & also includes liaising with other HR functions around payroll, benefits administration, and other employee lifecycle transactions.
• Supervise a team of entry-level/mid-level professionals, providing guidance, coaching, and support in resolving operational issues.
• Ensure compliance with established service standards, policies, and procedures.
• Address and resolve employee questions and concerns in a timely and customer-focused manner.
• Coordinate with HR Information Systems teams to ensure accurate employee data management and transaction processing.
• Lead process transitions into the HR Service Delivery team, ensuring effective knowledge transfer, documentation, and stabilization.
• Drive continuous improvement initiatives through process standardization, simplification, and automation to enhance service quality and efficiency.
• Monitor workload, transaction volumes, and team capacity to optimize resource utilization and meet service commitments.
• Establish and maintain operational controls and governance practices to ensure compliance, process accuracy, and risk mitigation.
• Track and analyze service delivery metrics, productivity, quality, and SLA performance, implementing actions to improve outcomes.
• Develop and maintain process documentation, standard operating procedures (SOPs), and knowledge management resources.
• Assist in the implementation of new HR programs, services, and process enhancements.
• Ensure accurate processing of payroll, benefits, and related HR transactions.
• Monitor transactional activities to ensure adherence to timelines, quality standards, and service expectations.
• Provide training and development opportunities to enhance team capability and performance.

Skills

• HR Operations & Service Delivery Management
• Team Leadership and Development
• Process Improvement and Automation
• Capacity Planning and Resource Management
• Governance, Risk and Compliance
• HR Systems and Data Analytics
• Stakeholder Management

Communication and Problem Solving

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.