Lead - Shared Services

MediSolution; India; Hybrid; INR 3,500,000 - 5,500,000; Full time

Benefits offered by this job

Health benefits

National & festival holidays

Learning & development

Job summary

Harris in Mumbai, India, is seeking an HR Lead to oversee HR Shared Services across regions, while directly managing India HRBP & Shared Services. The role focuses on delivering a high-quality employee experience across benefits, payroll, onboarding, and policies.

In Office/Hybrid with 12 to 9pm IST hours, you will drive continuous improvement, data reporting, and AI tool adoption to enhance efficiency and accuracy. Global collaboration is a key component of the role.

Qualifications

• 15+ years of HR experience with HR Shared Services / HR Operations.
• Proven experience leading HR Operations/Shared Services teams in global or multi-country environments.
• Strong experience in SLA/KPI management, service delivery, process improvement and automation.

Responsibilities

• Lead HR Shared Services foster collaboration across regions and ensure consistent service delivery.
• Monitor SLAs, case volumes, response times, resolution quality, and trends.
• Prepare monthly and ad-hoc reports on Shared Services performance and inquiries.
• Drive automation or simplification through data analysis and AI tools.
• Oversee India HR services: onboarding/offboarding, payroll, benefits, policies.
• Coach and develop HR Operations/Shared Services teams.

Skills

HR Shared Services

SLA/KPI management

Analytics

Stakeholder management

Automation

Tools

HRIS

Job description

Job Summary

The HR Lead is responsible for leading and continuously improving the HR Shared Services function across multiple countries, while also holding direct operational and people management responsibility for HRBP & Shared Services in India. This role ensures a consistent, high-quality employee experience by overseeing employee inquiries related to benefits, policies, programs, time off, onboarding, offboarding, and payroll administration. The position combines - professional leadership (non- direct line) & regional operational ownership (Direct report), and strategic collaboration within a global HR organization.

Work Location

Mumbai, India

Work Mode

In Office/Hybrid

Work Hours

12 to 9pm IST

Key Responsibilities

• HR Shared Services Foster collaboration and knowledge sharing across regions, promoting consistency while respecting local requirements.
• Ensure service levels and SLAs are consistently met across all regions.
• Monitor case volumes, response times, resolution quality, and trends.
• Prepare monthly and ad-hoc reports on Shared Services performance, SLAs, and employee inquiries.
• Analyze data to identify trends, risks, improvement areas, and opportunities for automation or simplification.
• Present insights and recommendations to HR leadership and key stakeholders.
• Drive continuous improvement of HR Shared Services processes to increase efficiency, accuracy, and employee satisfaction.
• Promote standardization of processes, templates, and responses where possible.
• Partner closely with the corporate/central team responsible for the technical management of the Dovetail system.
• Support system enhancements, testing, rollouts, and user adoption.
• Lead the implementation and adoption of AI tools and digital solutions within HR Shared Services.
• Support and train teams on using AI to improve case handling, knowledge management, and reporting.

India Shared Services Management (Direct Responsibility)

• Serve as an escalation point for complex or sensitive employee issues in India.
• Ensure service quality, SLA adherence, and operational effectiveness for the India Shared Services function.
• Oversee onboarding and offboarding processes as part of the Shared Services function in India.
• Own and manage HR policies for India, including updates, compliance, and ongoing improvements.
• Strong understanding of HR service delivery models, case management, SLAs, KPIs and operational governance.
• Manage employee benefits and HR programs in India, including vendor relationships, negotiations, and annual renewals.
• Oversee payroll administration in India, ensure payroll accuracy, timeliness, and compliance.
• Manage the relationship with the payroll vendor, including performance monitoring and issue escalation.
• Lead HR Shared Services-related due diligence activities for new acquisitions in India.
• Support post-acquisition integration, including onboarding, policies, benefits, payroll, and Shared Services setup.
• Proven experience in leading, coaching and developing HR Operations / Shared Services teams.
• Ability to manage team performance, capacity planning, workload allocation and service delivery.
• Experience providing professional/functional leadership to teams outside the direct reporting structure.
• Ensure smooth transition and alignment with global HR practices.

Requirements & Qualifications

• 15+ years of HR experience, with strong experience in HR Shared Services / HR Operations / HR Service Delivery.
• Proven experience leading HR Operations/Shared Services teams in a global or multi-country environment.
• Strong experience in SLA/KPI management, service delivery, process improvement and automation.
• Good understanding of India HR operations, including payroll, benefits, policies and employee lifecycle processes.
• Experience managing HR vendors and partnering with global HR stakeholders and senior leadership.
• Experience with HRIS / HR service delivery technologies, including system enhancements and implementations.
• Strong analytical, stakeholder management and problem-solving skills, with the ability to drive operational improvements.
• Exposure to M&A/integration and AI/digital HR solutions would be an advantage.

Why Join Us

• Comprehensive Health Insurance Coverage for employees and dependents.
• National and Festival Holidays, along with generous paid leave policies promoting work-life balance.
• Lifestyle Rewards & Recognition Program – celebrating milestones, achievements, and contributions.
• Learning and Development Opportunities through global training programs, mentorship, and leadership accelerators.
• Be part of a global organization with a culture rooted in respect and continuous growth.
• Work with a dynamic leadership team that values innovation and people development.
• Opportunity to shape the HR function and directly impact organizational success.
• Inclusive, transparent, and empowering environment with room for creativity and career advancement.

Working Environment

This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Periods of stress may occur. This role may occasionally encounter Protected Health Information, Personal Identifiable Information or Privacy Records, and it is essential that all employees adhere to confidentiality requirements as outlined in the Employee Handbook and Harris’ Security and Privacy policies, as well as apply the concepts learned in the annual Security Awareness training.

Company Culture

At Harris, we believe great people build great software. We offer an environment where employees are empowered to make a real impact, grow their skills, and shape their careers. Our teams enjoy a supportive, award-winning culture, a casual and collaborative workplace, and opportunities to learn from a diverse group of businesses and industries. We are financially strong and proudly part of Constellation Software Inc. (CSI), the largest software company in Canada, providing long‑term stability alongside entrepreneurial autonomy. In addition to a competitive compensation and benefits package, we offer meaningful perks, flexibility, and—most importantly—a culture that values people, curiosity, and having fun while doing great work. Follow us on LinkedIn to learn more about our culture, values, and career opportunities.

Equal Opportunity Statement

Harris is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Applicants who require a reasonable accommodation due to a disability may contact us by email at [e-mail]. Accommodation requests may be made at any time. This email address is dedicated solely to accommodation requests and cannot be used to inquire about application status. Know Your Rights Poster EO 13496: Notification of Employee Rights under Federal Labor Laws Our commitment to fair and equitable hiring. As part of our recruitment process, we use artificial intelligence (AI) tools during the initial screening phase to help identify candidates whose qualifications most closely align with the requirements of the role. This technology supports efficiency and consistency in the early stages, but it never replaces human judgement. All subsequent evaluations and final hiring decisions are made by our recruitment professionals. AI does not make final hiring decisions.