Senior Manager, HR Services - My Kyndryl Case

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

Your Future at Kyndryl

Kyndryl has a global footprint, which means that as an HR Services Professional at Kyndryl you will have opportunities to work on projects and collaborate with colleagues from around the world. This role is dynamic and influential - offering a wide range of professional and personal growth opportunities that you won't find anywhere else.

Imagine being the go-to problem solver in a fast-paced global company where you turn employee challenges into opportunities to shine. If you thrive in service operations, love getting to the heart of a case, and are excited by data, tech, and transformation - then this role is built for you.

Join our HR Services Centre of Excellence and play a critical role in providing high-quality, case-managed support to employees across the region. You'll resolve complex queries, improve processes, and ensure employees feel heard, supported, and empowered.

While this role is advertised in CEE, we encourage internal applicants across Europe to apply as part of their career development. Successful internal applicants will remain based in their current country of employment.

Key Responsibilities:

• Manage and resolve employee HR cases (including payroll, benefits, leave, policy clarification, etc.) using a case management tool (ServiceNow or similar).
• Track, prioritize, and resolve tickets within defined SLAs while providing regular status updates to employees.
• Identify case patterns and recommend improvements to reduce volume and improve service experience.
• Serve as a second-line support expert, escalating only where needed and ensuring full resolution tracking.
• Analyse data from service dashboards to monitor efficiency, resolution rates, and quality metrics.
• Partner cross-functionally with HR Business Partners, COEs, Payroll, and Compliance to deliver seamless service.
• Contribute to knowledgebase articles and FAQs to enable self-service for recurring queries.
• Support change management initiatives across HR, including system rollouts or service enhancements.
• Mentor junior team members and champion a continuous improvement mindset.

Who You Are

You're good at what you do and possess the required experience to prove it. However, equally as important - you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused - someone who prioritizes customer success in their work. And finally, you're open and borderless - naturally inclusive in how you work with others.

Required Technical and Professional Experience:

• 3+ years of experience in HR shared services or HR case management, preferably in a multinational setting.
• Proven experience with a case management system like ServiceNow, Zendesk, or Workday Help.
• Understanding of HR operations including policies, leaves, payroll, benefits, or compliance.
• Proven ability to manage sensitive or complex cases with discretion, empathy, and precision.
• Data literacy - comfortable analysing trends, identifying root causes, and creating service improvement plans.
• Fluent in English; additional language(s) is a plus.

Preferred Technical and Professional Experience:

• Bachelor's degree in HR, Business, or a related field
• Experience in HR service transformation or process improvement initiatives.
• Strong Excel/Power BI skills or exposure to reporting dashboards

Being You

Diversity is a whole lot more than what we look like or where we come from, it's how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we're not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That's the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter - wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

Get Referred!

If you know someone that works at Kyndryl, when asked 'How Did You Hear About Us' during the application process, select 'Employee Referral' and enter your contact's Kyndryl email address.

Client-provided location(s): Flexible / Remote, Budapest, Hungary

Job ID: Kyndryl-R-45787

Employment Type: FULL_TIME

Posted: 2025-07-23T11:35:32