BCG—Global HR Shared Services Director

Job description

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 Our Global HR Shared Services Center (HRSSC) spans across three global/regional hubs -- India, Costa Rica, and Portugal - delivering centralized and efficient support for HR processes worldwide. We support the full employee lifecycle with precision, enable efficiency gains through smart systems and collaboration, and deliver measurable outcomes that enhance every employee’s journey at BCG. 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. You will play a critical leadership role, with responsibility for leading and further developing our HR Shared Services India team. This role will be accountable for driving the transition, stabilization, and ongoing delivery of HR services into the shared services model as part of an integrated global organization. This role will lead a high-performing HR delivery team and will be responsible for delivering consistent, efficient, high-quality, and employee-centric services across the employee lifecycle. The role will combine operational leadership with transformation, governance, continuous improvement, strategic thinking, and senior stakeholder management. The roles and responsibilities of this role would include: - HR Ops Service Delivery & Transitions - Lead the Delhi HR Shared Services hub as an integral part of the global operating model, ensuring high-quality, consistent, efficient, and employee-focused service delivery across the employee lifecycle - Provide leadership and oversight for the delivery of employee services across the employee lifecycle, from onboarding through to exit, ensuring services are delivered accurately, consistently, efficiently, and with a strong focus on employee experience - Drive the transition of additional HR activities into Shared Services, including opportunity identification, future-state process design, readiness assessment, implementation planning, stabilization, and ongoing ownership - Build scalable and sustainable service delivery capabilities, with effective capacity planning, workload management, escalation mechanisms, and operational controls - Build and develop a highly capable, engaged, and multi-skilled HR Shared Services team with the expertise and flexibility to deliver across multiple employee services and geographies Strategic Perspective & Leadership - Bring a strategic, enterprise-wide perspective to the continued evolution of Global HR Shared Services, ensuring the function remains aligned to broader HR priorities, business needs, and the future direction of the organization - Act as a trusted thought partner to senior HR leadership, bringing strong judgement, operational insight, and external perspective to shape priorities, decisions, and the future Shared Services operating model - Translate broader HR and business strategy into clear Shared Services priorities, capabilities, and execution plans, ensuring effective alignment between strategic intent and operational delivery - Anticipate emerging workforce, technology, and service-delivery trends, assessing their implications and proactively positioning the function to respond to future needs - Demonstrate strong leadership across organizational and geographical boundaries, influencing senior stakeholders, creating alignment around complex priorities, and championing a collaborative, forward-looking, and continuous improvement mindset Governance, Performance & Risk Management - Establish and maintain robust governance across Global HR Shared Services, including service standards, procedures, controls, escalation protocols, and clear accountabilities - Ensure services are delivered in accordance with HR policies, regulatory requirements, risk standards, and internal controls across the geographies supported - Maintain strong quality assurance practices, identifying root causes of service issues and ensuring corrective and preventative actions are implemented - Use operational data and reporting to provide clear visibility of service performance, volumes, capacity, quality, risks, and improvement priorities to senior leadership - Lead and support internal and external audits relating to HR Shared Services and ensure operational risks and dependencies are proactively identified, escalated, and managed Stakeholder Management, Partnership & Collaboration - Act as a trusted senior partner to HR and business leaders, building strong relationships and ensuring Shared Services remains closely connected to evolving organizational priorities - Establish proactive stakeholder engagement mechanisms, providing transparency on service performance, priorities, risks, transitions, and upcoming changes. Partner with stakeholders during service transitions to align on scope, accountability, service expectations, implementation plans, and measures of success - Build strong partnerships with Global Payroll, HR Technology/IT, Legal, Risk, Compliance, and other enabling functions to support effective end-to-end delivery - Influence across organizational and geographical boundaries, using data, insight, sound judgement, and operational expertise to build alignment and resolve competing priorities - Foster a strong "one team" mindset across the broader HR organization, encouraging collaboration, shared accountability, and collective ownership of the employee experience People Leadership & Capability Building - Provide visible leadership to the Delhi HR Shared Services organization, creating an inclusive, collaborative, accountable, and high-performance team culture - Attract, develop, coach, and retain strong HR operations talent, building the capabilities required to support an increasingly global and sophisticated Shared Services organization - Build leadership depth and succession capability within the hub, creating meaningful development opportunities and enabling colleagues to broaden their skills across HR services - Lead workforce and capacity planning, ensuring resources and skills are aligned to current service requirements, future transitions, and expected growth - Coach and develop colleagues both within and beyond the direct team, contributing to broader capability building and collaboration across Global HR Shared Services What You'll Bring - Bachelor’s or Master’s degree in Human resources, Business Administration, Organizational Development or other related field is required, Masters or Advanced degree preferred - 12+ years of work experience with progressively increasing levels of responsibility, preferably within a global professional services firm - Demonstrated leadership experience in managing global teams, delivering cross-functional initiatives, and driving change at scale. Deep understanding of shared services models, performance metrics, governance, and stakeholder alignment - Ability to perform successfully in a fast-paced, intellectually intense, service-oriented and matrix-structured environment and to interpret rules and guidelines flexibly to enhance the business and in keeping with BCG’s values and culture - Brings exceptional integrity, discretion, and judgement, handling sensitive matters with tact, professionalism, and absolute confidentiality while building trust across all levels of the organization. - Comfortable operating at both a strategic and detailed level, with the ability to connect the broader organizational context to day-to-day decisions and thoughtfully assess the implications of actions across multiple stakeholders and constituencies - Brings strong working knowledge of HR technologies and service delivery platforms, including systems such as Workday and ServiceNow, alongside practical experience applying process improvement methodologies to enhance efficiency, quality, and employee experience Additional info You’re Good At - Leading with confidence and sound judgement, making timely decisions and taking accountability in complex or high-stakes situations - Building trusted relationships with senior stakeholders and creating alignment across diverse perspectives and priorities - Acting as a strategic thought partner, bringing insight, challenge, and practical solutions that balance immediate needs with longer-term objectives - Navigating ambiguity and complexity, cutting through competing priorities to create clarity and drive pragmatic outcomes - Communicating with impact, using data, context, and cmpelling narratives to influence decisions and engage different audiences. - Strong analytical capability and intellectual agility, with the ability to quickly understand complex issues, identify practical and creative solutions, and confidently adopt new approaches. Brings a decisive, pragmatic, and solutions-oriented mindset, grounded in sound judgement - Fostering collaboration and team effectiveness through coaching, knowledge sharing, and a strong commitment to collective success across a global organization "At BCG, our people and relationships are at the heart of everything we do. We believe that in-person collaboration plays an important role in our culture, mentorship, and professional development. For this role, you will generally be expected to work from a BCG office or in person with clients on a regular basis (typically around 50% of working time), depending on business needs and in line with local policies and practices. We aim to provide a dynamic and collaborative environment that fosters connection and teamwork." Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual 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. BCG is an E - Verify Employer. Click here for more information on E-Verify. Skills: hr shared services management, service delivery, stakeholder management, operational leadership, governance, performance metrics, risk management, workforce planning, process improvement, change management, team leadership, capacity planning, workday, hr technology, audit management, quality assurance, root cause analysis, strategic planning, coaching, succession planning, hr policy compliance, employee lifecycle management, workload management, escalation management