HR Shared Services Manager | Hybrid

Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision.

When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you’re just starting out or leading at the highest levels, this is a place to grow, stretch, and make real impact—across industries, countries, and careers.

From engineering and product to digital services and customer experience, you’ll help connect data, devices, and people in smarter, faster ways. This is meaningful, connected work—on a global stage, with the backing of a company built for the future, and a robust benefits package designed to support your growth, well-being, and life beyond work.

Position Summary

The Manager, HR Shared Services (HRSS) is responsible for leading the delivery of global HR operational services across Hire-to-Retire (H2R), HR Administration, Benefits Administration, and Payroll Administration. This role provides strategic leadership, operational oversight, and governance to ensure efficient, compliant, scalable, and employee-centric HR service delivery across multiple countries and business units.

The position partners closely with HR Centers of Excellence (COEs), HR Business Partners, Finance, Payroll Providers, Benefits Vendors, HR Technology teams, and external service partners to drive operational excellence, service transformation, continuous improvement, automation, and enhanced employee experience.

The HRSS Manager is accountable for service delivery performance, process governance, compliance, workforce administration, vendor management, HR analytics, operational excellence, and the successful execution of HR transformation initiatives. This role also champions Lean Six Sigma methodologies, digital transformation, and AI-enabled solutions to continuously improve the efficiency and effectiveness of HR operations.

Key Responsibilities

HR Shared Services Operations

• Lead global HR Shared Services operations across employee lifecycle processes including onboarding, employee data management, job changes, organizational changes, leave administration, benefits administration, payroll administration, and employee separations.
• Ensure accurate, timely, and compliant execution of HR transactions and workforce administration activities in accordance with company policies, regulatory requirements, internal controls, and service level agreements (SLAs).
• Oversee HR administration activities, including employee records management, document administration, workflow management, organizational maintenance, and data governance.
• Manage complex employee, manager, and stakeholder inquiries requiring advanced operational expertise and cross-functional coordination.
• Ensure consistent and seamless delivery of services across all supported countries, business units, and employee populations.

Benefits & Payroll Administration

• Provide leadership and governance for global benefits and payroll administration processes, ensuring accuracy, compliance, and service excellence.
• Partner with payroll providers, benefits vendors, Finance, and HR stakeholders to ensure efficient end-to-end administration and issue resolution.
• Lead investigation and resolution of complex payroll, benefits, and employee administration issues.
• Ensure employee lifecycle changes are accurately reflected within payroll and benefits processes.
• Establish and maintain strong controls to support payroll readiness, benefit program administration, and employee experience.

Governance, Risk & Compliance

• Ensure compliance with global and local employment regulations, payroll requirements, data privacy standards, benefit regulations, company policies, and audit requirements.
• Establish and maintain operational governance frameworks, service delivery standards, controls, policies, procedures, and quality assurance processes.
• Lead internal and external audit activities, including documentation review, control validation, issue remediation, and compliance reporting.
• Monitor operational risk, identify control gaps, and implement corrective actions to strengthen service delivery and compliance.

Continuous Improvement & Operational Excellence

• Lead continuous improvement initiatives across HR Shared Services utilizing Lean, Six Sigma, operational excellence, and process improvement methodologies.
• Analyze current processes and identify opportunities to improve productivity, quality, compliance, cycle times, and employee satisfaction.
• Drive standardization, simplification, and optimization of global HR processes across Hire-to-Retire, HR Administration, Benefits, and Payroll operations.
• Utilize process mapping, root cause analysis, and problem-solving techniques to eliminate inefficiencies and improve operational performance.
• Foster a culture of continuous improvement and operational excellence within the HR Shared Services organization.

Automation, Digitalization & Transformation

• Drive process automation and digital transformation initiatives to improve operational efficiency, scalability, and employee experience.
• Partner with HR Technology and business stakeholders to optimize HR platforms, workflows, and self-service capabilities.
• Support implementation of AI-enabled HR solutions, intelligent automation, and case management technologies to modernize HR service delivery.
• Lead HR operational workstreams associated with system implementations, service transitions, acquisitions, integrations, organizational changes, and transformation initiatives.
• Identify emerging technologies and industry best practices to continuously evolve HR Shared Services capabilities.

HR Analytics & Reporting

• Develop and manage HR operational dashboards, workforce metrics, service delivery reports, and performance scorecards.
• Monitor key performance indicators (KPIs), service level agreements (SLAs), quality metrics, productivity measures, and customer satisfaction trends.
• Analyze service delivery data, transaction volumes, employee experience metrics, benefits utilization, payroll performance, and workforce administration trends.
• Provide actionable insights and recommendations to leadership through reporting, forecasting, trend analysis, and operational reviews.
• Drive data-driven decision-making through effective use of HR analytics and operational intelligence.

Vendor & Stakeholder Management

• Manage relationships with third-party service providers, payroll vendors, benefits administrators, and outsourced partners.
• Conduct governance reviews and monitor vendor performance against contractual obligations and service commitments.
• Act as a trusted partner to HR, Finance, HR Technology, Internal Audit, and business leadership teams.
• Collaborate across functions to improve service delivery, operational effectiveness, and employee experience.

Leadership & Talent Development

• Lead, mentor, and develop a high-performing HR Shared Services team.
• Establish performance expectations, provide coaching, and support employee development and succession planning.
• Promote knowledge sharing, capability building, and adoption of best practices across the organization.
• Drive employee engagement, accountability, and a customer-centric service culture.

Qualifications

• Bachelor's Degree in Human Resources, Business Administration, Management, Finance, or related discipline.
• 8-12 years of progressive experience in HR Shared Services, HR Operations, HR Administration, Payroll Administration, Benefits Administration, or related operational functions.
• Minimum 3-5 years of people leadership experience within a Shared Services, Global Business Services, or HR Operations environment.
• Experience supporting global HR operations across multiple countries and regions.
• Experience managing outsourced service providers and external vendors.
• Experience leading HR transformation, continuous improvement, automation, or shared services optimization initiatives.
• Experience with HRIS platforms such as Oracle HCM, Workday, SAP SuccessFactors, ServiceNow, or similar enterprise systems.
• Lean Six Sigma Green Belt or equivalent process improvement certification preferred.

Required Skills

HR Shared Services & Operations

• Global HR Shared Services Management
• Hire-to-Retire (H2R) Operations
• HR Administration
• Benefits Administration
• Payroll Administration
• Employee Lifecycle Management
• Workforce Administration

Continuous Improvement & Transformation

• Lean Six Sigma Methodologies
• Operational Excellence
• Continuous Improvement
• Process Reengineering
• Process Standardization
• Shared Services Transformation
• Change Management

Automation & Technology

• HR Technology Solutions
• Workflow Automation
• Intelligent Process Automation
• AI-Enabled HR Operations
• Oracle HCM / HRIS Platforms
• ServiceNow Case Management
• Digital Transformation

Analytics, Governance & Compliance

• HR Analytics & Workforce Reporting
• Data Analysis & Insights
• KPI & SLA Management
• Operational Dashboard Development
• Data Governance & Quality Management
• Compliance & Risk Management
• Audit & Controls

Leadership & Collaboration

• People Leadership
• Stakeholder Management
• Vendor Governance
• Coaching & Talent Development
• Strategic Planning & Execution
• Cross-Functional Collaboration
• Customer & Employee Experience Management

Leadership Expectations

• Lead and continuously evolve Xerox's global HR Shared Services operating model.
• Deliver world-class employee and manager experiences through efficient, compliant, and scalable HR service delivery.
• Drive year-over-year improvements in productivity, quality, service levels, and operational effectiveness.
• Champion Lean Six Sigma, continuous improvement, digital transformation, and AI-enabled HR solutions.
• Strengthen governance, accountability, and operational excellence across HR Administration, Benefits, Payroll, and Hire-to-Retire processes.
• Develop a high-performing, data-driven HR Shared Services organization that supports Xerox's strategic business objectives and future workforce needs.