Senior Operational Excellence Coordinator | HR Operations - US EST Shift

Position: Senior Shared Services Coordinator | People Function | ServiceNow Experience Required

Location: Pune or Mumbai (Hybrid - expectation to work until 1 AM IST to accommodate global time zones)

Role Overview

As a member of the Operational Excellence team, this role plays a pivotal role in supporting and improving HR service delivery. The Senior Shared Services Coordinator focuses on process standardization, system optimization, knowledge base development, reporting, change management, and operational execution. The role closely partners with People Advisory Team, People Systems, IT, and other stakeholders to support ServiceNow HR Service Delivery and potential future tools such as NowAssist, as well as the broader HR service delivery model, ensuring processes are efficient, consistent, compliant, and scalable. Responsible for driving operational initiatives, maintaining process documentation, supporting change management, and turning insights into actionable improvements.

This is a global role, requiring collaboration with teams across multiple regions. The Senior Shared Services Coordinator will balance both global and regional responsibilities, ensuring alignment between global standards and local requirements.

In This Role You Will

Process & Operational Excellence :

• Lead and optimize HR operational processes, ensuring efficiency, accuracy, and compliance.

• Document, maintain, and improve workflows using Lucidchart (or equivalent product).

• Identify and resolve operational inefficiencies, gaps, and bottlenecks.

• Ensure HR processes are executed consistently across teams and embedded into ServiceNow workflows.

• Take ownership of assigned operational initiatives, driving improvements to completion.

Policy Enablement & Knowledge Base :

• Translate HR policies into operational procedures, SOPs, and knowledge base content.

• Build, expand, and maintain the HR knowledge base, ensuring content is accurate, actionable, and aligned with current HR processes.

• Partner with HR teams to provide guidance, updates, and training materials for HR documentation and system usage.

ServiceNow HR Service Delivery & Future Tools :

• Support day-to-day use and optimization of ServiceNow HR Service Delivery, including workflows, dashboards, and reports.

• Serve as a key contributor to the implementation and adoption of NowAssist, enhancing HR workflows and knowledge base functionality.

• Ensure data integrity within ServiceNow through regular audits and reviews.

• Provide training and guidance to HR staff on system usage, processes, and best practices.

Reporting, Metrics & Project Execution :

• Design, maintain, and continuously improve HR reports, dashboards, and data analytics to support decision-making.

• Track operational initiatives, projects, and process improvements using Asana, ensuring timelines, responsibilities, and dependencies are clear.

• Identify trends, recurring issues, and opportunities for improvement, and provide clear recommendations to leadership.

Program & Change Management :

• Lead the coordination and delivery of key operational initiatives, ensuring projects stay on track and align with business priorities.

• Support change management initiatives related to HR operations and system enhancements, helping HR teams adopt process updates and new technologies effectively.

You've got what it takes if you...

• Bachelor's degree or equivalent experience